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What are the risks of storing calls on-premise?

What are the risks of storing calls on-premise?

Organisations who download their recorded calls to local storage are putting valuable data at risk of damage, theft, or tampering. Dubber are committed to providing a secure and reliable call recording platform to meet and exceed the expectations of our customers: at an affordable monthly cost, with zero CapEx.

Why shouldn’t you download your calls?

There are four main risks associated with downloading recorded calls to local storage:

  • Security: Recorded calls downloaded to local storage are much more vulnerable to theft, damage, or tampering. Having only one on-premise server means fire or power shortages could destroy all recordings.
  • Access: Storing data locally can be detrimental to team members who need to access recordings, as it is often more difficult to manage and access recordings outside of a dedicated recording platform.
  • Cost: Using and maintaining on-premise storage solutions is expensive: both to set up and maintain on a day-to-day basis. Organisations need to either employ trained staff members, or to engage expensive third parties to manage the solutions. As incidents can occur at any time, this could result in call-out charges.
  • No audit trail: With local storage there is no audit trail. Users can listen, share, or delete recordings with no record of their actions.

Protect against risk with secure cloud storage

Utilising Dubber’s cloud solution, organisations immediately mitigate the risk of having vulnerable data on-site. The Dubber solution also employs the latest in encryption technology to offer the highest protection, which is managed by a team of experts at a level that legacy solutions cannot compete with.

Instant access to every call

Cloud storage with Dubber guarantees the availability of every single recorded call at any time, allowing quick and easy access to data for every customer. Storing calls with Dubber also allows users to retrieve calls instantly with advanced elastic search functionality that trawls every call, no matter when it was recorded. Cloud storage also facilitates ease of use for remote workers or those based in different offices. With all recorded calls available to access from any location, staff working across different locations can continue to playback recordings and use voice data without being in the office.

Consistent costs with no surprises

The costly management and staff resources associated with local storage can all be avoided with long-term storage with Dubber. All of the setup, management, and ongoing maintenance is covered by Dubber, meaning that costs stay the same, no matter what. The monthly subscription fee is the only expense, and there are no worries about unexpected costs in the future. Dubber’s SaaS model keeps costs down to a low monthly payment, rather than requiring CapEx that can be difficult when obtaining budget allowances.

Detailed audit trails

Access to calls is restricted by permissions structures to prevent unauthorised access or sharing of calls or data, and all activity is tracked and timestamped in order to create comprehensive audit trails. A full audit is collected for any transaction within the Dubber platform. All activity, such as users listening to, sharing, and deleting recordings, is monitored and logged within the platform. This logging provides both real-time monitoring of the platform and its status.

Offer your customers cost-effective storage from Dubber

Join Dubber and offer your customers long-term, secure cloud storage for their recorded calls. With no restrictions of storage space, no requirements of on-premise equipment, and instant access to all recorded calls, Dubber’s solution is second to none. What this offers is the opportunity to safely store huge amounts of valuable data, worth much more than marginal savings on a call recording package that might allow only 90 days of storage.

Get in touch to find out more about the benefits of long-term storage with Dubber.

Why is security important in a digital age?

Why is security important in a digital age?

How much personal data did you share today? Within a digital society, where web browsers sometimes know more about us than our friends, security is more important than ever. For businesses who process personal data from their consumers, ensuring they protect this information is vital.

The consequences of poor security

Security breaches are big news: the headlines that result from data hacks can be disastrous for an organisation’s reputation. Consumer relationships with brands are built on trust and customers need to feel that their data is safe, otherwise they are likely to look for alternatives.

In order to help protect consumer data, the EU have enacted the General Data Protection Regulation (GDPR) to set a standard for businesses to adhere to when dealing with the management and storage of customer data. Failure to comply with the data protection requirements of this regulation can result in fines of up to €20m or 4% of annual turnover for the prior year, whichever is higher. Read our post on how the GDPR will affect call recording for more information.

In order to comply with the GDPR, and to ensure that their customers feel that their data is secure, businesses need to examine their data storage. In the past many organisations saw on-site storage as the best option, but the rise of the cloud has shown the benefits of digital transformation and the advantages of cloud storage over on-premise solutions.

What are the risks of storing calls on-premise?

Recorded calls downloaded to local storage are much more vulnerable to theft, damage, or tampering. Having only one on-premise server means fire or power shortages could destroy all recordings. With local storage there is no audit trail. Users can listen, share, or delete recordings with no record of their actions.

With a cloud storage solution from Dubber, not only are calls more secure but there are many other advantages over on-site solutions. The cloud allows users to have convenient access to information held within phone calls — anytime, anywhere. This access is managed through strict security permissions that are allocated by designated admin users, and a full audit trail can be traced. Colleagues can collaborate from across locations, and workers are no longer tied to their desks.

Dubber’s security

Recorded calls are not only a valuable source of insight, for some businesses they make the difference between compliance and non compliance. That’s why at Dubber we have put security at the forefront of every stage of the recording process.

Simple and secure access: we ensure that users can easily and securely log in to view calls, but only with strong passwords. With strict teams and permissions settings, calls cannot be accessed by unauthorised personnel.

Single sign-on: the Dubber portal can now be accessed with single sign-on, allowing users to authenticate themselves using third-party credentials.

Sophisticated security and encryption: recorded calls are encrypted using AES-256 at every stage of the recording process.

Industry-leading security standards: Dubber is ISO 27001 compliant. Download our ISO certificate here.

What is ISO 27001?

What is ISO 27001?

ISO 27001 is an international standard for information security, which provides a framework for the information security management system (ISMS) within an organisation. Like Dubber, ISO 27001 is all about constant improvement, and encourages a system that works to constantly optimise itself.

In order to gain certification, we developed and implemented a rigorous security management programme, including an ISMS. This management system went through a rigorous auditing process that thoroughly examined our approach to information security and the controls we have put in place. We were able to achieve this by establishing an ISMS leadership team, comprising of senior management, and an InfoSec lead to champion and to manage this within Dubber. We engaged InfoSec consultant QMIS in the early stages of the initiative and we leveraged the ISMS.online tool to enable us to centrally manage our ISMS, and to make ongoing governance easier for us in the long term. In order to receive our certificate, we worked with these cloud security specialists and were put through a rigorous auditing process that thoroughly examined the information security management and controls we have put in place.

“Our ISO 27001 certification is an important indication of our dedication to protecting the information handled by Dubber. Our approach to compliance and security has always been proactive and rooted in continuous improvement, and this certification shows our dedication and long-term commitment to data protection.”

— James Slaney, Dubber Head of Product

The key principles

The three tenets of an ISO 27001 compliant ISMS are:

  • Confidentiality: ensuring access to information is restricted to certain authorised individuals
  • Integrity: ensuring that information processing methods are consistently accurate and thorough
  • Availability: making access to information and assets available to authorised individuals
How we protect data

Here are some of the ways we at Dubber are continually working to protect the data we process both on our platform and throughout our organisation:

  • Establishing, maintaining, monitoring, reviewing, auditing and continually improving our ISMS
  • Establishing, reviewing and communicating our information security objectives and performance measures
  • Committing to satisfy business, legal, and regulatory and contractual security obligations
  • Committing to continual improvement of our ISMS by seeking feedback from clients, staff, and through internal and external audits
  • Ensuring that the ISMS is communicated with every member of the Dubber team

To learn more about Dubber security, you can download our white paper, or get in touch with one of our team.

Dubber raises $22m to accelerate growth

Dubber raises $22m to accelerate growth

We are pleased to announce that we have successfully secured AUD$22 million from investors, with an investor demand that exceeded our aims. These funds will support our continued pursuit of global growth opportunities and allow us to scale to meet increased demand and secure long-term recurring revenue.

How this raise will be used

Dubber have existing agreements with 92 telecommunications service providers and we are continuing to see strong demand for our products. Service providers are seeking to provide services to their customers that are rich in features and they are standardising these across multiple networks. These existing relationships will be instrumental in driving customer uptake of our services and bring with them long-term value through recurring revenue. Our new investment will go towards our continued expansion into new deployments with service providers across the globe, particularly in North America and Europe.

Our Dubber Connect model is a fully-managed service that allows rapid deployment of our products. Its popularity with service providers means that we will be investing in additional business development and sales staff to ensure we can develop this model further and refine our offering.

As the embedded recording service for the Cisco BroadCloud platform, Dubber has substantial global opportunities. Funding will support growth avenues through the global presence of Cisco BroadCloud. Our recent agreement with IBM to market a joint technology solution will also receive support to fully take advantage of IBM’s substantial client base.

A ‘significant milestone’

Steve McGovern, Dubber CEO, commented on the raise: “This is a significant milestone for Dubber, following strong growth across our key metrics. Dubber has a unique advantage through its operating leverage, that to date has allowed us to service the largest carriers in the world, in a number of different continents, with less than 60 employees. We are truly excited to now invest in the next stage of growth to ensure that we become the de-facto industry solution in our market.”

Download our ASX announcementfor full details of the raise and how we plan to use the funds.

 

Press Release: Dubber to Provide Cloud Call Recording for CBTS

Press Release: Dubber to Provide Cloud Call Recording for CBTS

  • CBTS integrates Dubber cloud call recording platform for Call Capture and Analytics
  • Incumbent telecommunications carrier in greater Cincinnati, Ohio area, with national US business footprint
  • Dubber Platform to be available to CBTS Customers from May 2018
  • Migration of 2,800 call recording users to Dubber platform by end of CY Q2 2018

Dubber has been selected by tier one regional telecommunications provider, CTBS – https://www.cbts.com –  a wholly owned subsidiary of Cincinnati Bell, to provide cloud call recording for its CBTS product portfolio.

Headquartered in Cincinnati, Ohio, the company is a tier one regional service provider that provides integrated communications solutions – including local and long-distance voice, data, high-speed Internet and video to residential and business customers in the Greater Cincinnati and Dayton areas.  Through wholly owned subsidiaries CBTS and OnX, the company also provides business communications and IT services to customers throughout the USA and Canada.

CBTS will integrate the Dubber platform to provide market-leading call capture and analytics into its CBTS product portfolio by the end of May 2018.  In addition, the company is immediately transitioning 2,800 call recording users on legacy systems onto the Dubber platform.  This transition will be completed by the end of CY Q2 2018.

Steve McGovern, CEO, Dubber:

“We are delighted to be working with CBTS to support them for their call recording requirements on the CBTS Business platform.  As a significant regional service provider in the United States, they are viewed as a market leader and innovator in the markets they serve.  By integrating the Dubber platform as a feature rich, value-added service for users, the company will be able to provide their business customers with the most scalable cloud call recording and analytics platform available.  We are looking forward to working closely with the CBTS team as they deploy and roll out the Dubber platform to their customers and prospects.”

The CBTS agreement will advance Dubber’s strategy to accelerate active users and associated revenues while establishing global leadership in cloud call recording and voice data management.

Dubber Completes $6.5 Million Placement with Institutional and Sophisticated Investors

Dubber Completes $6.5 Million Placement with Institutional and Sophisticated Investors

Dubber Completes $6.5 Million Placement with Institutional and Sophisticated Investors

Dubber Corporation Limited (ASX: DUB) is pleased to announce that it has received commitments for a $6.5 million capital raising placed with institutional and sophisticated investors. The capital raising will result in the placement of 17,143,572 new fully paid ordinary shares at an issue price of $0.35 per new share (with a further 1,428,572 subject to shareholder approval) under the Company’s current placement capacity in accordance with Listing Rule 7.1 (5,435,343 shares) and 7.1A (11,708,229 shares). The price of $0.35 meets the requirements of LR 7.1A.3 in being greater than 75% of the 15-day VWAP.

Settlement of the placement and issue of new shares is expected around Wednesday, 20 December 2017.

The placement was supported by existing shareholders and institutional investors. The funds raised will be used to further expand Dubber’s operations, particularly in North America and Europe where the Company is seeing strong demand for its services and a number of strategic agreements with tier one service providers reach anticipated full deployment in calendar 2018. The Company will also be adding additional staffing and strategic account directors as its cloud call recording and intelligence platform is fully integrated into BroadSoft’s BroadCloud Unified Communications delivery platform.

As part of the capital raising a significant portion was taken by entities managed by James Spenceley, an Australian telecommunications pioneer and founder of Australia’s largest fixed line Telco Vocus Group Limited.

“The adoption of cloud based IP telephony is accelerating globally, a pre-requisite of that successful transition is cloud based call recording. Dubber’s solution is simply world leading and solves a very real problem for Telcos and Vendors looking to transition their clients to the cloud. It is exciting to be able to support a home-grown technology business addressing a global market and validated by some of the world’s biggest telcos and telephony vendors” said Mr. Spenceley.

As part of the capital raising, Managing Director Steve McGovern has subscribed for 1,428,572 shares ($500,000.20) subject to shareholder approval.

MiFID II: An Opportunity To Set Your Business Apart

MiFID II: An Opportunity To Set Your Business Apart

The deadline for compliance with MiFID II regulations is upon us and the time to adapt to the new rules is now. This extension of MiFID legislation requires any company or employee to record all calls, across mobile and fixed lines, that include financial advice that could lead to a trade. More regulation shouldn’t mean doom and gloom: smart organisations will see these changes as an opportunity to set themselves apart from their competitors with an honest and trustworthy approach to trading and financial advice.

Compliance is an opportunity, not a burden

With technological advances, businesses have the opportunity to make huge improvements in the way they work and the enforcement of MiFID II regulations are the perfect cue to start. By utilising cloud technology to meet the requirements of the new legislation, financial organisations can turn these regulations to their advantage to create value for their business: at an affordable cost, and with no disruption to their existing processes.

Looking beyond the necessary steps required for MiFID II compliance, financial organisations can actually improve their offering and beat the competition by taking advantage of new opportunities. The benefits of a proactive approach to compliance include:

  • Improvements in business and customer service practices
  • Setting a higher bar for competitors puts businesses ahead of the game
  • Gaining a reputation for best-in-class practice
  • An opportunity for new technologies to harness the true value of recorded data
  • Risk identification and management

Intelligent call recording goes beyond compliance

By deploying call recording for compliance, organisations can also take advantage of the added benefits that can be accessed. Dubber’s call recording is available with the added intelligence of Zoe: a sophisticated suite of speech analytics tools that can help businesses unlock the data held within their voice calls.

Identifying issues and opportunities

Speech intelligence can be instantly added to Dubber’s cloud call recording, allowing organisations to turn MiFID II compliance to their advantage. Zoe can help businesses to analyse their working practices — identifying issues that can be addressed as well as opportunities for development.

Risk management

With Zoe’s Smart Search functionality, recorded calls company-wide can be searched instantly, no matter the size of the organisation. Keywords associated with financial risk can be identified, highlighting conversations that might contain issues. This kind of monitoring promotes a reassuring environment for the consumer.

A competitive advantage

The aim of the MiFID II legislation is for consumers to regain trust in the financial industry, and financial organisations should jump at the chance to showcase how their company goes above and beyond their competitors. By setting a higher bar for financial practice, organisations can get ahead of the game.

A proactive approach to MiFID II regulations

Compliance with regulations shouldn’t be a reactionary game, with organisations playing catch up to attain the minimum requirements to meet regulations. Those who will lead the market will be those who proactively consider how to provide best-in-class practices that offer a better experience for their customers. With MiFID II following so closely behind the original MIFID legislation, MiFID III can’t be too far behind. By taking a proactive approach to customer service and business development, organisations can use technology to their advantage to stay ahead of the game.

Call recording for MiFID II from Simetric, powered by Dubber

Call recording for MiFID II from Simetric, powered by Dubber

The time to adapt to the new MiFID II rules is now. Together with unified telecom services provider Simetric, Dubber has the solution to help financial services organisations comply with the expanded regulations of MiFID II.

Delivered through a SIM card, this advanced communications solution gives users the ability to capture all of their mobile conversations as well as their fixed line calls – a key component of MiFID II compliance. The regulations require all conversations that result or might result in transactions to be recorded, and includes equipment provided to, or authorised for the use of, employees and contractors of the firm – mobile phones being a key example of this clause. This new service will allow users to have a single number across their mobile and fixed line platforms, with Dubber communication capture available across all of their devices.

As MiFID II regulations have extended their coverage to include independent financial advisors, a call-recording solution that can be implemented quickly and easily through a SIM card is an ideal solution. Dubber + Simetric’s call recording solution is cloud-based, enabling users to deploy the service rapidly.

An extra feature of this advanced communications solution is Zoe, Dubber’s powerful speech intelligence suite, which enables users to search through their calls and analyse the voice data that has been captured. Calls related to trades can be quickly located — a crucial component of MiFID II compliance — using a variety of search criteria, but the power of Zoe doesn’t stop there. Zoe’s capabilities are developing every day, and new functionality will allow users to gain valuable insights in a variety of ways from their conversations.

At a time when organisations must be seen to be taking compliance seriously, implementing a comprehensive solution that records communications across devices is an ideal way to ensure your firm is ready for MiFID II. Not only will the worry of compliance be lifted, but consolidating your conversations and using one number for all communications will streamline your workflow.

What is WebRTC?

What is WebRTC?

Used as a new way to deliver unified communications functionality through web and mobile applications, WebRTC has quickly grown in popularity in recent years and is utilised by social platforms such as Facebook and Slack. WebRTC began as a free project that aimed to provide high quality real-time communications (RTC) capabilities between peer-to-peer connections, built into web browsers and mobile applications using simple application programming interfaces (APIs) and a common set of protocols. The growth of the global WebRTC market is expected to be over 40% between 2016 to 2023 (see chart below).


global-webrtc-market-reveune.

Source: Credence Research

This initiative enables audio, video conferencing, file transfer, instant messaging and also screen sharing without the plugins such as Adobe Flash that have always been required in the past. WebRTC can be seen all over the internet, such as on websites that allow consumers to access contact centre agents through their browser. Live customer assistance can be provided through a chat service or through a WebRTC call that can be placed directly through the browser. It is also what powers calls through instant messaging services such as Slack and enables the voice and video chat that is built in to Facebook’s Messenger.

Previously, this type of plugin-free RTC technology has only been available to large enterprises, as licensing fees for the audio and video technologies required were prohibitively expensive. WebRTC is the first of its kind; allowing a powerful RTC standard to be available to the public as open source. It has the potential to create a new wave of applications and change the way we communicate.

WebRTC runs on JavaScript, which can be easily incorporated into any web application to enable the functionality through a JavaScript API. The services that WebRTC provides can also work simultaneously so that, for example, files can be shared during a teleconference.

Intentionally developed to not provide any preference of protocol, WebRTC is compatible with a variety of existing communications infrastructure such as session initiation protocol (SIP), which is widely used for voice and videoconferencing over IP networks. This means that, just like other VoIP calls, WebRTC calls can be recorded by Dubber’s communication capture software.

What are the advantages of WebRTC?

WebRTC has many advantages, including significantly better video quality than Flash, session connection speeds that are up to 6x faster, and reduced audio and video latency that enables conversations to feel more natural.

Many web services already have RTC capabilities, but only through plugins. WebRTC doesn’t require any plugins and therefore has none of the download, installation, or update processes, or troubleshooting that usually accompany RTC services.

The simple APIs and protocols of WebRTC have the potential to democratise communication across a range of applications from telephony to gaming.

 

Customer Service and Call Recording

Customer Service and Call Recording

Customer service is an important area of investment for businesses wishing to differentiate themselves from their competitors. With customer contact largely occurring over the phone, the voice data from conversations with customers has become a valuable business asset. Accessing this data to enhance the customer experience can bring numerous benefits. With legacy call recording solutions this data is more difficult to access, however, call recording services built on a cloud infrastructure have the storage and processing capabilities required to truly harness the voice data collected from customer calls. Accompanied by a speech intelligence solution that can analyse the data, a cloud call recording service can allow an organisation to truly listen to its customers. The global speech analytics market has been growing steadily over the past few years and is set to continue, read on to find out how new technology can improve customer service in contact centres.

Quality assurance

Using speech intelligence software such as Zoe from Dubber, contact centre supervisors can monitor their contact centre agents to ensure they are performing to the best of their abilities. Script adherence is important when staff are given directives to do with how to handle certain situations, or when there is a sales campaign in progress. A feature like Keywords can identify those contact centre agents who adhere to scripts, and show calls that do not contain certain words or phrases.

Zoe’s Sentiment feature analyses the emotions of callers using speech characteristics such as tone, volume, and speed of speech and assigns a positive or negative score to a conversation. This allows businesses to identify negative calls that might be from frustrated callers – an automated process could even be enabled to alert management to follow up on negative calls. Trends in negative calls could be identified to show opportunities for development. As Zoe operates in the cloud, and utilises the processing power of AWS, detailed reports can be created using data from all calls rather than a small sample

Dispute resolution and detail confirmation

Recorded calls can provide definitive proof of what was said in a conversation. While this can be useful for everyday business – replaying calls taken on the go to confirm important details back in the office, or replaying orders to ensure accurate fulfillment – recorded calls are also a vital tool in dispute resolution. Zoe’s Smart search feature can easily scan call archives using a variety of criteria from date of call to a specific word or phrase spoken. This quick search means that disputes are settled as soon as possible.

Staff training

Playing real calls is the most effective training method for new staff. The ability to play an example of an actual phone call gives a realistic insight into the conversations a new contact centre employee can expect in their role. Examples of how to deal with angry callers can be played, with proven methods demonstrated.

Recorded calls can also be helpful for existing contact centre staff. An employee’s own conversations can be replayed to show how a call could be handled differently, while successful calls can be shared with a team for motivation. A culture of self-evaluation can also be nurtured by encouraging employees to replay their own calls and reflect on how they dealt with these customers and issues. Dubber’s web portal allows contact centre agents to access their own calls, and team permissions can be set-up so that supervisors can listen to their team’s calls.

Rewarding excellent staff

Zoe can be a great tool for identifying high-performing staff. With Sentiment’s call scoring, contact centre employees who consistently turn negative calls into positive interactions can be easily identified and rewarded for their great work. First call resolution can be tracked and those contact centre agents that achieve high levels can also be acknowledged.

Not all calls are best handled by the person who answers them and knowing when to transfer is a highly valuable skill. Calls transferred to management can be assessed and staff rewarded when appropriate. This variety of measures can indicate those employees who would make good candidates for promotion.

CRM integration and customer insight

Dubber’s partnerships with service providers such as Mondago allow for easy integration with features that can make life easier for contact centre agents. Mondago are leaders in computer telephony and CRM integration and can help organisations build informed profiles of their customers using data from their calls. Features such as screen population, which displays customer information to contact centre agents, can reduce call time as callers no longer need to state all of their details each time they call.

Dubber’s open API allows easy integration with CRM systems. Customer calls can be stored alongside their order history and personal information for detailed customer profiles that facilitate quick and easy customer service.

Deploying a cloud call recording solution, alongside speech intelligence, can not only improve customer service, but provide insight into the working practices of a business and identify areas of potential growth and development. Contact us to find out how to make the most of your phone calls.