Four ways service providers globally are winning with conversational data
2 November 2021
Service and solution providers globally are capturing conversations and monetizing voice connections using unified call recording and AI.
Here are the four ways that they are benefiting.
1. Delivering connections and content
Network-native unified conversational recording and AI can be deployed with minimal cost and deployment effort. It means service providers can quickly provide valuable content and intelligence, such as compliance, customer and people insights to customers.
While bundling is traditionally a calling, internet, and video service package, operators can leverage service/content bundling, together with conversational recording and data insights, to help reduce subscriber churn by up to 50%. (S&P Global Insights)
"Customers worldwide are responding to increased regulatory and compliance obligations for their businesses. Embedding tools, like Dubber call recording, as a standard service that is available to Webex users will help customers meet those requirements while enabling easy access to powerful advanced voice data services.”
- Lorrissa Horton Vice President and General Manager of Webex Calling and Online
2. Accelerated and increased revenue
Service providers are building new and differentiated services with unified call recording and AI that answer customer needs (for compliance, customer and people intelligence) and create a pathway to increased revenue, retention and new customer acquisition.
During COVID-19 recovery, service providers are expected to see new levels of demand across revenue streams in IaaS/SaaS, Cybersecurity, Unified comms, Managed services, and IoT/Industry solutions. (PwC’s Where next for telecommunications?)
“The addition of Dubber into our portfolio has allowed us to unlock new revenue streams in call recording. We share with Dubber a passion to help customers realise the full power of their voice data and achieve compliant communications. The Dubber team provides us with all the support we need to effectively offer this with their Unified Call Recording and Voice AI platform.”
- Paul Harrison Managing Director - Evolve IP
3. AI-Driven Competitive advantage
Service providers are unlocking the power of voice data, AI and NLP as a source of competitive differentiation in every deal and customer account to deliver significant value.
"Dubber has become a crucial partner for Redcentric, we lead with their unified call recording technology but their developments around AI-enriched conversational intelligence really give us the ability to differentiate ourselves and expand the conversation with our customers to add further value."
- Alex Wilmot, Solutions Director, Redcentric
4. Winning the transition to cloud and work from anywhere
Demand for conversational data has never been stronger, driven by compliance mandates, the need to reduce costs, and a rapidly dispersed workforce working across multiple IP connections.
Growth in unified communications continues to accelerate. Microsoft now has over 280 million monthly active users on Microsoft Teams and over 80 million on Microsoft calling. And UCaaS is following a similar trend with Gartner forecasting it to grow from $46bn in 2020 to $140bn in 2025.
"The collaboration between the M247 and Dubber teams has been excellent. Dubber is changing the field of play when it comes to cloud call recording and conversational intelligence – in-turn this is key value we’re able to provide to our customers."
- Steve Briant, Head of Enterprise Sales, M247
Moving beyond simply selling connections to monetizing the value of content on the network is a key service provider growth strategy.
Network native conversational recording creates differentiation from day one that only grows as the insights in data are unlocked. Creating a large addressable opportunity from a broad user base creates significant ARR upside. It’s why leading providers from AT&T to Cisco and Telstra are deploying Dubber today.
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