News and announcements

Aragon Research has recognised Dubber as a global conversational AI leader, with a report detailing Dubber’s visionary and innovative approach to using AI to generate conversational intelligence.

Dubber has been recognised as a “Hot Vendor in Conversational AI” in the 2021 report by Aragon Research, Inc. The Conversational-AI market is experiencing significant growth and is expected to record a CAGR of 30.2% (through to 2024) driven by the needs of businesses of all sizes for greater customer, people and revenue intelligence.

The report identified Dubber’s ability to derive business value from voice data and provide easy to follow transcription and sentiment analysis of crucial conversations by sales reps, customer support personnel, and others, mentioned as standout features.

Conversational intelligence benefits

Dubber’s conversational intelligence enables both internal and external benefits for businesses.

Conversational intelligence enables revenue programs such as sales, customer success, and customer loyalty. Real-time text and speech-based insights can help sales reps improve information accuracy, productivity, streamline communication between managers and employees, and drive continuous learning throughout the enterprise.

Internally, it’s often used to promote employee engagement and performance through coaching, learning, training, assisting, and more diligent recording and archiving of important enterprise knowledge, such as the knowledge stored in meetings. When the entire meeting is recorded, critical insights and intelligence is unlocked. Meeting recording and transcription paired with insights can drive a more unified, engaged and knowledgeable workforce.

Let Dubber Conversation AI do the work

Dubber Conversational AI comes ready to run with the ability to develop AI training specific to your institution.

• Industry-leading transcription with auto-language detection
• AI-enriched sentiment, tone and emotion signals
• Automate data loss and misuse monitoring Deep-learning and ML-based policies automate the detection of leakage risks in what was said, shown, or shared. Create your own custom, company-specific policies.
• AI-powered alerts on risks move you beyond random sampling and transcript searches
• Workflow automation for automating the next best action and processes based on conversational data

Dubber offers service and solution providers, government agencies and businesses the ability to compliantly record conversations in the cloud, without hardware or storage.

Dubber Unified Conversational Recording and Voice Intelligence Cloud can scale to fit any size business and allows access to previously untapped voice data. Voice, video and chat conversations are transcribed and enriched with AI-powered insights and are available on a phone or browser.

Dubber processes billions of minutes of recorded voice data and transforms that data into intelligence for 1,000s of businesses. Dubber solutions are native to Cisco Webex, Microsoft Teams, and Zoom, and networks such as AT&T, Verizon, Telstra and Cox Communications.

“Dubber’s tremendous network of service and solution providers, as well as our partners, has allowed us to the ability to unlock the potential of conversational data into meaningful intelligence for customers,” said James Slaney, COO, Dubber. “Our inclusion in the ‘Hot Vendors in Conversational AI’ report is reflective of the power of conversational recording for business insights and certainly a rewarding recognition of the incredible year of growth and progress Dubber has had.”

Everyone should be able to access their voice data – no matter the size of their business. Unified Call Recording and voice AI doesn’t need big budgets for up-front spending, or a big office to store bulky on-premise recording equipment. Even small business owners can see great return on investment when they start recording their calls.

1. Gain greater visibility and easily resolve disputes

Phone calls remain the dominant form of business conversation. Email, chat, and messaging are all good for quick transactional communications but, especially with the increase in remote working, the most important conversations happen on voice or video calls. Unfortunately the data from those conversations is lost as soon as the call ends.

If the call was recorded from your service provider network (with no hardware or software to install), it could be replayed from anywhere, you could review a full transcript, and receive alerts and reports on customer satisfaction based on the sentiment of calls.

Imagine you are Chris, who has run his building business for decades and is slowly handing responsibility to his two sons as he edges towards retirement. He still wants to keep track of his team and their jobs as he trains the new company directors and sometimes worries about who has committed what and at what price.

By recording conversations across all company phones, Chris has greater visibility while letting his sons take leadership over the business operations. Easy to digest call transcripts allow him to quickly assess upcoming commitments and sentiment analysis shows how happy customers are. Chris can even search by keyword for specific jobs and set up alerts for negative sentiment to ensure that any unsatisfied customers are followed up with.

While call transcripts provide Chris with peace of mind, the rest of the team also benefit from having proof of their conversations. When it comes to final invoices, they have the reassurance of knowing exactly what was agreed between them and the customer and are protected in the case of any disputes.

2. Train staff in proven sales techniques

The phone is one of a sales rep’s most important tools as they build their relationship with existing customers and nurture leads towards a sale. Sales people hone their pitches and techniques to a fine art and adapt their messaging depending on the product and the contact. In an ideal world, they’d be able to pass this knowledge onto new team members, but this can be difficult unless they listen into every conversation. By recording calls, sales leaders can isolate successful sales pitches and use these as the basis for staff training.

Alex is the owner of a tech startup that is focused on driving growth. Alex has recently employed a number of new sales staff and is keen for them all to get behind the company messaging with effective sales pitches that turn leads into customers.

By recording calls, Alex can repurpose conversational content for coaching new team members. Sentiment analysis of recordings can identify happy customers, and this data can be cross-referenced with the status of leads and deals to find the top performing messaging. This data also makes it easy for Alex to measure the achievements of the team and reward their hard work.

3. Improve customer experience through data-driven insights

Salesforce is the source of truth for sales people, who use it to track their interactions with their customers. Imagine if those interactions were available within Salesforce itself. You could recap a conversation, refer to a transcript, and see who else at the business has spoken to your contact and know exactly how they feel about the brand and at what stage of the purchase journey they are at.

Charlie owns a fashion brand and has a sales team that works with department stores and online retailers to stock the brand. Charlie is interested in how data can inform business decisions but is a complete beginner when it comes to data science. With a free Google Data Studio account, Charlie can use templates to see reporting from sales calls and get a quick insight into how the team is performing.

By integrating recorded calls with Salesforce, Charlie can see a more granular view of sales interactions. Sentiment analysis can give a report of customer satisfaction at a call level, while Charlie can also set up reporting for how wholesale customers are feeling about the brand by week or by month. One staff member might spend more time on the phone than others, and by viewing this data alongside their sales performance Charlie can see that these longer conversations build relationships with customers. By applying this knowledge to the rest of the business, Charlie can improve customer retention.

4. Reduce churn with customisable automated alerts

Call recording is vital for legal firms to store a secure record of their conversations with clients. But these calls could provide valuable insights rather than being locked away with no further action. The data held within these conversations could provide the information required to increase client satisfaction and loyalty.

Ruth runs a family law firm, with her two daughters employed as divorce lawyers. Ruth spends a lot of time trying to win big clients and maintain good relationships with her existing clients. She wants to make sure that the firm is providing excellent service to keep her clients happy and loyal.

With automated alerts, calls are automatically flagged for review. Ruth can set up custom parameters for notifications, either via email or to automate processes in software such as a CRM tool using an API. She might want all calls with negative sentiment to be sent to her inbox so she can check whether there is anything she needs to follow up on, or there might be a particular client she is worried may leave in favour of a competitor and so set an alert for any calls to or from their number.

Call transcripts provide a simple and easy way to review key conversational content and detect unhappy clients and Ruth can even review these when she is at home, or travelling between client meetings. With her secure login and specific permissions, she can access calls from any location or device.

5. Stop taking notes with instant call and meeting transcripts

Dispersed workforces are more common now than ever before, and communication is being put to the test. Sharing information with team members via email and Slack can lose nuance and tone but involving a huge team in client conversations can be unwieldy and lead to interruptions and sidetracking.

Robin is the owner of a content agency with a roster of freelance copywriters, graphic designers, and video creators. Robin spends most of the day meeting clients to get a detailed brief of their needs and chooses the appropriate member of the team to create the required content.

By recording client calls and meetings, Robin doesn’t need to take notes and can really be in the moment with clients and have time to think and ask all the right questions – safe in the knowledge that a full transcript of the conversation will be waiting. Working with a dispersed workforce, Robin relies on being able to share details of jobs with the team of content creators. With secure sharing, conversations can be accessed by the freelancer undertaking a job so they know exactly what is required.

All of this is possible with Dubber. Are you a small business owner thinking about getting call recording? Speak to a member of our team today for advice on the right subscription for you.

Any business in a highly regulated industry will understand the extra compliance measures they need to take to ensure they meet the required standards.

This is particularly true in the financial services industry. With more than 80% of business interactions being voice, businesses place themselves at risk if these crucial conversations are not properly captured. Customer disputes may take longer to resolve leading to customer’s losing trust in their financial institutions, expensive lawsuits, and brand damage.

But how can businesses efficiently and seamlessly prevent many of these issues escalating and damaging reputation, regulatory fines, and worse?

The answer is Unified Call Recording (UCR) and voice data analytics.

UCR allows businesses to meet compliance mandates by implementing Dubber into their telephony and UC systems. Here are five ways that Financial Services can use Dubber to mitigate any compliance risks to their business.

1. Fraud detection – While financial institutions have regulations in place to detect inappropriate or fraudulent behaviour, UCR and voice analytics provides them with a holistic overview of all customer interactions across the business. Breaches of policy can be alerted immediately. Investigations conducted using real-time search. Insightful call transcriptions provide the ability to analyse these interactions for any discrepancies or anomalies in behaviour.

2. Know your customer (KYC) – Call recordings provide a full record of a financial institution’s dealings with the customer, satisfying the major criteria of correctly identifying the individual customer or entity. Dubber features such keyword search allows Team Leaders to audit these calls to ensure that proper KYC procedures were adhered to when dealing with the customer. Dubber’s sentiment analysis also provides businesses with an understanding of how a customer feels about their business helping them to modify the way they service that customer.

3. Increasing transparency with auditors and regulators – Call recording not only benefits clients, but also financial advisers, and the corporate bodies who regulate the industry. Dubber’s API’s enable financial adviser’s to automatically transfer call recordings to their relevant client files, eliminating the need to manually take notes and ensuring all information pertaining to that client is held in the one file. This allows internal compliance teams to conduct audits and investigations more efficiently by allowing them to view all customer interactions in the one file.

4. Acting in the client’s best interest – Any institution providing financial advice must act in the client’s best interest. Unified Call Recording safeguards both the client and the adviser, ensuring any issues of miscommunication or claims of inappropriate advice are eliminated and client disputes can be resolved faster. Dubber’s Legal Hold feature also protects both the business and the customer by ensuring that selected call recordings can never be deleted, further helping businesses with client disputes.

5. Client data management – Local Privacy Laws may specify that businesses only hold on to customer data for a specified period of time. Dubber’s data retention feature allows businesses to comply with their local privacy laws by allowing call recordings to be automatically deleted after a specific period of time. This ensures businesses are only storing relevant information, and not unnecessarily holding on to customer data, minimising risks for both the business and the customer.

Dubber’s Unified Call Recording and Voice Data Intelligence has a myriad of use cases for any heavily regulated business. Schedule a time to meet with a Dubber sales representative to learn more about financial services applications.

Dispersed workforces, remote call centres, and increasing customer and employee connections across mobile devices. These are just a few of the impacts of COVID-19. Hallway conversations, listening in, and on premise systems once gave leaders some insight to the conversations taking place between employees, customers, and suppliers. For many that has become difficult, if not impossible. Costly and limited on-premise call and conversation capture can’t keep up. A move from legacy call recording to the cloud has become a priority.

With a remote workforce, enterprises are asking how to capture crucial conversations. The number of IP connections has grown rapidly with more calls occurring remotely than on premise. However, regulatory demands remain in place: requiring secure, long-term storage of calls. Enterprises are looking for keyword reporting, sentiment analysis, and accurate and accessible transcriptions to quickly view call data, and receive custom alerts.

Accelerating to the cloud

This change is reflected in the broader shift to cloud-based solutions. Where this was once part of a longer-term digital transformation strategy, it has now become accelerated. 93% of IT decision makers are moving their cloud adoption programmes forward. Budgets will be shifted towards cloud solutions that facilitate our new way of working, with 52% seeing an increase due to the pandemic.

Optimised for remote work

We created Dubber to enable any business conversation to be captured and converted to actionable insights, no matter where it takes place. We couldn’t have imagined a scenario like COVID-19, where a dispersed workforce would make cloud call recording so critical.

With automated provisioning and no need for on-premise equipment or management, we make it easy for businesses looking to move to the cloud. We can even migrate historic recordings to cloud storage to ensure minimal risk and disruption as this change takes place. From then on, businesses can be assured that their communications can continue as normal, no matter where their employees are working from.

Business insights from a dispersed workforce

While our cloud call recording means that compliance mandates can still be met regardless of where staff are working from, this is just the beginning. Our voice AI is where businesses see real value. They are identifying opportunities to reduce churn, sharpening investment decisions, and improving the quality of conversations with customers. All this from the data held within their voice calls.

Four voice data imperatives

1. Call recording isn’t the answer. It’s an answer, but not the answer. Voice data remains one of the great untapped opportunities in the enterprise. To unlock the data within is where the answers lie.
2. AI isn’t just a convenient buzzword. When talking about AI, most call recording vendors are referring to transcription. This is just the first step. The real imperative at the heart of Dubber is using AI to enable advanced analytics, workflow management, sentiment analysis, and more.
3. Break free of application, storage and device silos. Legacy call recording platforms imposed high-costs, limited storage, and restricted call capture. This only gave enterprises a partial view of what was happening, and locked data into proprietary dashboards. Our open API, data exporter, and application integrations allow you to use call data across your business.
4. Secure your voice data. We capture voice data at the network level, and secure it with market-leading technology. Recording to local storage or application clouds outside of your control is high risk. Your voice data is as important as any other data, and should be protected.

The voice data revolution is just getting started. Getting your voice data strategy right today sets you up for long-term success and will help bridge the distance created by COVID-19.

Our cloud storage sets us apart from other call recording service providers by offering a scalable platform for growing businesses. As a native cloud call recording solution, we offer a range of storage options to adapt to the needs of service providers and their customers. We built the Dubber platform in the cloud to offer unlimited scalability to our customers. What does this mean in practice?

Flexible options

Scalability offered by the cloud provides flexible approaches to user counts, processing capacity, and storage. Combined, these allow us to provide products and plans tailor-made for service providers.

Perpetual retention

A common challenge for on-premise solutions is that their sizing was undertaken at time of installation. As a business grows in both users and usage, a challenge can arise where the volume of daily new call recordings is beyond prediction. This forces administrators to balance which services are being recorded and the length of time to retain each recording.

This approach to retention is just not adequate in the real world, especially when regulations such as MiFID II require calls to be stored for five years. The Dubber platform has the capability to securely store large volumes of calls in perpetuity, giving organisations the tools they need to comply with the regulations of their industry.

SaaS

Our Software-as-a-Service model allows us to offer a range of subscription options to telecommunications service providers and their customers. Want to cover call recording for compliance and contact centres but also offer packages with less commitment that introduce a whole new customer base to the benefits of call recording? Dubber has you covered. We offer low-cost and commitment-free packages with shorter storage periods that can be supplied alongside standard reserved call recording packages that require perpetual storage.

Unrestricted storage

As well as long-term options, the Dubber platform can also accommodate large call volumes. The unrestricted storage provided by the cloud allows for vast numbers of concurrent calls to be recorded. Dubber’s true cloud storage allows the solution to scale alongside a business during busy periods, and there are never any concerns about running out of space. Calls are always available instantly and are easily searchable.

Security

Dubber is a native cloud platform, with an architecture specifically designed to provide maximum security for the recording data of all our users. The Dubber platform utilises sophisticated security systems, leveraging cutting edge cloud technologies to provide a highly secure and scalable call recording solution. All data is stored within our platform under AES-256 bit encryption, providing best-in-class security. The platform offers true cloud multi-tenancy architecture, ensuring separation of all customer data.

Learn more about our security

Get in touch to find out how the Dubber solution can scale to suit your business, contact us here.