Devonport City Council Uses Dubber/Telstra Solution for Instant Customer Satisfaction Feedback
11 August 2021
Dubber Unified Call Recording and Voice AI Solution provides real time sentiment analysis
Dubber cloud solution makes hardware based call recording for small call centre environment obsolete
Devonport City Council see increased customer satisfaction with service
Dubber Corporation Limited (ASX: DUB), has deployed an innovative Unified Call Recording (UCR) solution with Devonport City Council to provide insights for training, and real-time sentiment analysis for the City’s customer service team.
The solution was provided nearly “instantly” over an existing Telstra TIPT unified communications solution utilised by the City for its business communication requirements. Telstra TIPT offers carrier-grade IP voice, video, instant messaging, and other services and is one of the most extensively deployed unified communications platforms in Australia. The Dubber solution eliminated the need for any costly on-site equipment that would usually be required for legacy call recording solutions and was provisioned as an embedded service inside the Telstra TIPT service.
The Devonport City Council has a team of seven customer service staff who handle all calls arriving at the council, serving a large geographic area with a population of more than 26,000 in Tasmania’s North Coast. These calls and queries are either handled by team members themselves or passed on to other council departments.
The City’s customer service team deals with a wide variety of calls including parking, animal control, rates, health issues, as well as calls from builders, developers and planners, along with requests for services such as road maintenance.
“Dubber has helped us get to the next level for customer service performance and we now have significantly more structure in our training. With useful information like call transcription, real time sentiment analysis, and instant search of call records, Dubber helps fill in the gaps in our knowledge and improve the services we provide to our citizens,” said Customer Service lead Danielle Harvey, City of Devonport.
The Dubber solution for the City of Devonport was deployed “as a service” via Telstra’s Enterprise Sales Team. “Deploying the Dubber service was very fast and simple. We just worked with our Telstra rep with our existing phone system and Dubber was switched on nearly immediately for our entire team,” said Harvey.
“We are delighted to be working with Devonport City Council as they equip their customer service team with Dubber Unified Call Recording via their Telstra TIPT service. Devonport is a great showcase of how cloud call recording and voice AI can be used – simply and cost effectively – to deliver services to citizens better than ever. We love the fact that Dubber solutions like real time sentiment analysis, transcription and voice AI allow council staff to do their jobs better and faster, improve training and improve the services they provide to council residents,” said James Slaney, COO, Dubber.
Dubber Premier (Call recording and Voice AI)
Recording for all inbound customer calls
Easy to view recordings, transcriptions and sentiment analysis of each call
To view expanded case study please click
Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe, and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.
For more information, please contact:
+61 (0) 401 809 653
+61 (0) 458 484 921
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