As companies are announcing their return-to-office policies, it appears that the trend heavily leans toward the hybrid model. After two years of people working remotely, the hybrid model—understandably—seems like a practical way to ease into commuting and working in an office setting.
To learn more about what businesses are doing regarding how people will work in the post-pandemic environment, AT&T launched a new future-of-work study. “The State of the Industry: Future of Work” survey, conducted on behalf of AT&T and Dubber Corporation Limited, was composed of 303 United States-based respondents, 87% above director level, across five key industries, with more than one million employees represented and 34% with companies over $1 billion in revenue.
The survey was created to gain insights from senior executives regarding current and future work models, challenges posed under new working models and technology accelerants to aid change in the way that businesses conduct work out to 2024.
Hybrid work isn’t without challenges. For instance, people complained that they were forced to commute three hours roundtrip to work in a cubicle, only to find that the folks they need to collaborate with aren’t even in the office. The person is left feeling frustrated, fuming that they are sending emails and jumping on Zoom calls in the office by themself, when they could have been home, saving the commute time and money for gas.
The results reveal that while hybrid is the preferred choice by many businesses, 72% of businesses lack a clear hybrid work strategy. The findings also show other sentiments and challenges around Covid-driven hybrid working, including lack of innovation, insufficient oversight, and cultural shifts.
This and other reasons have caused executives in the study to say, that although hybrid work will be “the default by 2024,” leadership is “exploring ways to overcome barriers caused by the new model of work, such as building culture remotely and the application of technology—specifically artificial intelligence (AI) and machine learning (ML)—in critical business use-cases.”
Alicia Dietsch, senior vice president of business marketing at AT&T, said about the survey, “There’s been a non-reversible shift in the way business is done thanks to the constraints of Covid-19. It’s clear that a successful talent program now requires a hybrid work policy, but that policy needs to be supported by a strategic tech-first cultural reset, to ensure business growth and competition.” Dietsch pointed out, “Firms need to ask themselves if they have the in-house expertise to achieve this, or whether it’s now time to go beyond a partner in remote infrastructure rollout to a partner in tech-first remote business strategy.”
Highlights Of The AT&T Study
- Hybrid work will be the default by 2024, and half of work will be performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done off-site
- Vast majority of businesses lack a detailed hybrid work strategy: 72% lack a detailed strategy and 76% don’t have the right key performance indicators (KPIs) to support hybrid working models
- Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model, but 64% believe their organization prefers an on-premise work model
- 100% of respondents believe a hybrid work model will help attract young talent
It’s interesting to note how quickly things have changed. Last year redefined how companies conducted business with just 24% of respondents’ employees working onsite. Before Covid-19, these nontraditional work models were more likely to be viewed as employee perks.
Lack of workplace innovation, insufficient oversight, and cultural shifts were identified as three barriers to successful hybrid work, but respondents believe they’re not insurmountable. With investment in strategy, building culture remotely, and the application of technology—specifically AI—in critical business use cases, firms can transition to a successful hybrid-first work environment.
The top challenges to effective hybrid work identified by the chief experience officer—a C-suite business executive responsible for a company’s overall experience—include maintaining employee oversight, losing institutional or tribal knowledge, and sustaining company culture—all traditionally highly associated with in-person work.
Mass adoption of new work models has shown to be partially effective, with 79% of firms believing that employees have been productive, although not without resulting challenges, with only 45% confident in employee innovation throughout the period.
Gaurav Pant, cofounder and chief insights officer at Incisiv, said about artificial intelligence and machine learning, “Covid-19 has been the single most transformative event in shaping the future of work. Attitudes toward working models have dramatically transformed over the last 24 months, and the ‘hybrid’ working model will soon become the default. Firms need to upgrade their employee technology stack and undergo a cultural reset to prepare for this new normal.”
Artificial intelligence and machine learning were identified as the top transformative technologies in the survey, with their intrinsic value identified specifically in the areas of employee training, intelligent enterprise search and learning, and conversational help.
The research shows that while employee productivity is maturing, with high analytics adoption, other areas like revenue leakage and employee retention require further investment. A need for deeper analytics and insights, driven by AI, into both the customer and employee can be accomplished by mining and transforming data from remote conversations and interactions to build new models of operation in targeted business functions.
“We’ve taken the first steps into a ‘work-from-anywhere’ world. Removing employees from the workplace was necessary, but creating distance wasn’t,” said Steve McGovern, CEO of Dubber. “Our technology is served directly from AT&T’s networks, as part of an AT&T service enabling organizations to capture every conversation and turn them into data and seamlessly share insights as desired. Knowing and understanding how employees are performing and, indeed, their general welfare can have significant impacts on how businesses manage this hybrid workplace environment. This can be achieved via immediate customer insight including, for example, real-time sentiment analytics. AI makes it possible to mine this vast treasure trove of information,” McGovern added.
“Businesses moved with urgency to distance employees. Now, they need to do the same when it comes to deploying the tools needed to overcome distance. Closing the gap between a business and their customers and employees should be a priority for every executive and it’s available directly from the AT&T service.”
Hybrid Work: The New Way to Work
The “Future of Work” study highlighted that while many firms responded to a shift in working models as needed, this largely resulted in “Band-Aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it. The resulting length of time working remotely is now driving a cultural and technology reset in business to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.
- Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity
- Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model
- Hybrid working is impacting innovation and collaboration: 79% believe hybrid working is effective in driving productivity, but 45% feel it does not support innovation and 54% see it impacting collaboration
- Conversational help: 71% believe that AI and ML in conversational help will have an important business impact
- AI & ML in conversational insights is transforming work: With the tech having a high impact on employee productivity, customer intelligence, attracting new talent, revenue leakage, call center intelligence, and retaining talent
This article originally appeared in Forbes on 16 March 2022.
julie.niesen@dubber.net16 Mar 2022
Solving compliance on Microsoft Teams
Businesses need to record their Microsoft Teams calls for various compliance reasons: including limiting liability, resolving disputes, and providing evidence of advice given, transactions, and trades.
Using Teams, shouldn’t mean compromising the compliance standards you set out to achieve or investing in more capital expenditure. The need for a unified and cost-effective approach to communication capture has never been more urgent.
What you’ll find inside
This guide will show how to create a secure, compliant and scalable system of record for every conversation – across Microsoft Teams and other communication channels in your business.
Learn
- Why compliance call recording is essential for Microsoft Team
- Why on-premise and hosted recording solutions aren’t viable post-COVID
- The 15 most important factors in choosing the right call recording solution for your needs
rachel.ko@dubber.net15 Mar 2022Are you ready for what comes next?
Download the whitepaper by leading telecommunications industry analyst firm Cavell Group, to discover the key trends impacting service providers and what every service provider needs to do next.
See What’s Inside
2022 will see the next major shifts in the global communications landscape. From a reassessment of the solutions deployed in the first wave of the pandemic through to the continued and rapid evolution business models to grow revenue, improve operating performance, and drive retention and differentiation.
This paper seeks to highlight key trends and potential paths forward for service providers.
Learn about:
- The key telecommunications industry trends including new and emerging competitors
- New ways to create value using a multipronged approach
- Emerging user trends driving new strategy such as fragmentation of communication
“Successful service providers will be driven by addressing short-term opportunities to seize untapped growth with a holistic approach to transformation.”
rachel.ko@dubber.net06 Mar 2022
Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 2 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) today launched the results of a commissioned research study by Cavell Group, identifying the top trends service providers globally will be focusing on in 2022.
Throughout all the trends identified in the Cavell report, the lasting impact of the global pandemic on service providers and their business operations are clear. During the first wave of the pandemic, enterprises and carriers sought to rapidly deploy solutions to support remote access and business continuity. Now, these efforts are being superseded by a second imperative as enterprises seek to improve “band-aid” responses and address a more permanent state of hybrid working. In almost all areas of their business, service providers will continue to adapt to the dramatic changes in the workforce behaviour patterns that emerged in the global pandemic and will continue into 2022.
Major Trends Identified in the Report Include:
- The rapid rise of unified communications and a proliferation of communications channels have shifted the strategic planning of every service provider, increasing the pressure to create new sources of revenue and buttress margins, and to drive differentiation and retention
- Communication and collaboration solutions will continue to try and recreate in-person experiences. Distributed video, Unified Communication as a Service (UCaaS), Contact Centre as a Service, and CPaaS (Communications Platform as a Service) services will continue to be in high demand.
- Competition with hyper-scalers and OTT providers will intensify in 2022
- Compliance, security, governance, ransomware and risk mitigation solutions will drive a new wave of demand from enterprises as they look for ways to “tighten up” across all major infrastructure, including communications. Agile service providers and managed service providers will look to meet these requirements with new and differentiated service offerings
- Extracting additional value from service provider data, voice data, and other analytics services will provide service providers opportunities to differentiate their service offerings
Steve McGovern, CEO, Dubber: “As service providers move into 2022 and transition beyond the severe impacts of Covid-19, a set of new trends are poised to reshape the service provider landscape again. Dubber believes that 2022 will be a pivotal year for the global service provider industry as carriers seek to grow and adapt to the changes brought on by the mass distribution of workforces of the last two years. While the roll out of 5G services will continue to grab headlines in many countries, even bigger threats and opportunities exist that will remake what we view the traditional role of a service provider to be. We are very optimistic that strong growth opportunities will be available for Dubber and our service provider partners as we drive voice data and new value-added services that will improve business outcomes for our joint customers in the year ahead.”
Matthew Townend, Executive Director, Cavell Group: “The first wave of the global pandemic rapidly accelerated unified communications and mobile, changing the service provider landscape materially. The second wave will not be the same, with enterprises looking to bolster solutions deployed in the first with greater security and compliance; adapt to hybrid working as a permanent way of working; and secure greater intelligence and compliance from content. AI and automation based on conversational data are new frontiers for service providers and represent a significant opportunity to improve revenue, differentiation and retention.”
Resources:
About Dubber:
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 conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. 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.
About Cavell Group:
Cavell Group is an EMEA-focused research, consulting, engineering and education services business with offices in Amsterdam, Brussels, London, and remote associates worldwide. Known as a leading provider of insight into the cloud communications and managed services markets, a key source of market intelligence for service providers, vendors and potential investors, Cavell Group was formed nearly 20 years ago, by a team of senior executives, who had been instrumental in building the early internet market both at UUNET and Level 3. Since 2003, the firm has delivered consulting services, research, due diligence and professional services solutions in over 50 countries worldwide. Cavell has built a strong reputation as leading analysts of the cloud communications market, providing strategic consulting and research in EMEA and the USA to service providers, vendors, manufacturers and private equity firms.
European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435
A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653
A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921
claudia.dickinson@dubber.net02 Mar 2022
Dubber and AT&Ts “The Future of Work” study highlighted that while many firms had responded to a shift in working models as needed, this had largely resulted in “band-aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it.
The resulting length of time working remotely is now driving a cultural and technology reset in business – to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.
- Hybrid work the default by 2024: Half of work performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite.
- Oversight of employees challenged: C-level executives ranked employee oversight, losing institutional/tribal knowledge and sustaining culture as the primary challenges.
- Clear gap between C-suite and operational executives: Operational executives ranked onboarding, the lack of a comprehensive strategy, and technological debt as more significant than C-level executives.
- Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model but 64% believe their organization prefers an on-premise work model.
- Hybrid working strategy and policies are critical to talent attraction: 100% believe a hybrid work model will help attract young talent. 97% believe a hybrid work model will help attract new talent.
- Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity.
- Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model.
- Hybrid working is impacting innovation and collaboration: Hybrid working seen as effective in driving productivity – 79% but not supporting innovation – 45% and impacting collaboration – 54%.
- Conversational AI will make a difference: 71% believe that AI and ML in conversational help will have an important business impact.
- AI & ML in conversational insights is transforming work: With the tech having a high impact on Employee Productivity, Customer Intelligence, Attracting New Talent, Revenue Leakage, Call Center Intelligence, and Retaining Talent.
rachel.ko@dubber.net02 Mar 2022
DALLAS and Melbourne, Australia – March 1, 2022 — AT&T* and Dubber Corporation Limited (ASX: DUB) (Dubber) today announced the results of primary market research gauging executive and employee attitudes to COVID-driven hybrid working.
The State of the Industry: Future of Work survey was created to gain insights from senior executives regarding current and future work models, challenges posed under new working models, and technology accelerants to aid change in the way that businesses conduct work out to 2024.
The research shows hybrid work – a mixture of onsite and remote work – will become the standard operating model across industries by 2024. Striking results included:
- Hybrid work the default by 2024, half of work performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite
- Vast majority of businesses lack a detailed hybrid work strategy: 72% lack a detailed strategy and 76% don’t have the right key performance indicators (KPIs) to support hybrid working models
- Tension between what employees want and what organizations prefer: 86% believe their employees prefer a hybrid work model but 64% believe their organization prefers an on-premise work model
- 100% of respondents believe a hybrid work model will help attract young talent
2021 was identified as a redefining year in how companies conducted business with just 24% of respondents’ employees working onsite. Before COVID-19, these non-traditional work models were more likely to be viewed as employee perks.
Lack of workplace innovation, insufficient oversight, and cultural shifts were identified as three barriers to successful hybrid work, but participants believed they were not insurmountable. With investment in strategy, building culture remotely, and the application of technology – specifically AI – in critical business use-cases, firms can transition to a successful hybrid-first work environment.
The top challenges to effective hybrid work identified by CXOs include: maintaining employee oversight, losing institutional/tribal knowledge, and sustaining company culture – all traditionally highly associated with in-person work. Mass adoption of new work models has shown to be partially effective, with 79% of firms believing that employees have been productive, although not without resulting challenges, with only 45% confident in employee innovation throughout the period.
Artificial Intelligence and Machine Learning (AI/ML) were identified as the top transformative technologies in the survey, with their intrinsic value identified specifically in the areas of employee training, intelligent enterprise search and learning, and conversational help.
The research shows that while employee productivity is maturing, with high analytics adoption, other areas like revenue leakage and employee retention require further investment. A need for deeper analytics and insights – driven by AI – into both the customer and employee can be accomplished by mining and transforming data from remote conversations and interactions – to build new models of operation in targeted business functions.
Alicia Dietsch, Senior Vice President, AT&T Business Marketing: “There’s been a non-reversible shift in the way business is done thanks to the constraints of COVID-19. It’s clear that a successful talent program now requires a hybrid work policy, but that policy needs to be supported by a strategic tech-first cultural reset, to ensure business growth and competition. Firms need to ask themselves if they have the in-house expertise to achieve this, or whether it’s now time to go beyond a partner in remote infrastructure rollout to a partner in tech-first remote business strategy.”
Steve McGovern, CEO, Dubber: “We’ve taken the first steps into a ‘work from anywhere’ world. Removing employees from the workplace was necessary but creating distance wasn’t.”
“Our technology is served directly from AT&T’s networks as part of an AT&T service enabling organizations to capture every conversation and turn them into data and seamlessly share insights as desired. Knowing and understanding how employees are performing and, indeed, their general welfare can have significant impacts on how businesses manage this hybrid workplace environment. This can be achieved via immediate customer insight including, for example, real-time sentiment analytics. AI makes it possible to mine this vast treasure trove of information.”
“Businesses moved with urgency to distance employees. Now they need to do the same when it comes to deploying the tools needed to overcome distance. Closing the gap between a business and their customers and employees should be a priority for every executive and, it’s available directly from the AT&T service.”
Gaurav Pant, Co-Founder/Chief Insights Officer, Incisiv: “COVID-19 has been the single most transformative event in shaping the future of work. Attitudes towards working models have dramatically transformed over the last 24 months, and the “hybrid” working model will soon become default. Firms needs to upgrade their employee technology stack and undergo a cultural reset to prepare for this new normal.”
Research Highlights & Background: Hybrid Work = The New Way to Work
The Future of Work study highlighted that while many firms responded to a shift in working models as needed, this largely resulted in “band-aid” solutions to enabling hybrid work, with the majority lacking a detailed strategy to support it. The resulting length of time working remotely is now driving a cultural and technology reset in business – to which AI and ML will be critical in delivering advanced functionality to drive innovation and collaboration.
Additional research highlights include:
- Hybrid work to advance diversity: 91% believe a hybrid work model will improve workforce diversity.
- Cultural shift required: 58% believe they don’t have the culture to sustain a hybrid work model.
- Hybrid working is impacting innovation and collaboration: 79% believe hybrid working is effective in driving productivity, but 45% feel it does not support innovation and 54% see it impacting collaboration.
- Conversational help: 71% believe that AI and ML in conversational help will have an important business impact.
- AI & ML in conversational insights is transforming work: With the tech having a high impact on Employee Productivity, Customer Intelligence, Attracting New Talent, Revenue Leakage, Call Center Intelligence, and Retaining Talent.
The Future of Work study from Incisiv was conducted on behalf of AT&T and Dubber Corporation Limited (ASX: DUB) (Dubber), between October 2021 – November 2021. The survey comprised 303 US-based respondents, 87% above Director level, across five key industries, with 1M+ employees represented, and 34% with companies over $1B in revenue.
About AT&T Communications
We help family, friends and neighbors connect in meaningful ways every day. From the first phone call 140+ years ago to mobile video streaming, we @ATT innovate to improve lives. AT&T Communications is part of AT&T Inc. (NYSE:T). For more information, please visit us at att.com.
About Dubber
Dubber is unlocking the potential of voice data from any call or conversation directly from the network. 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 recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. 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:
For AT&T:
Andrea Huguely
+1 (972) 207-8630
Andrea.Huguely@att.com
For Dubber:
Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653
Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921
julie.niesen@dubber.net01 Mar 2022
Hybrid work is here to stay, and will be the default working model by 2024.
It’s official, there’s no going back from hybrid work. But are businesses truly ready to run effectively in a hybrid environment? In new research, it’s clear that employees are all for it, but enterprises are accutely aware they don’t yet have the right technology, strategy, and KPIs in place to do it effectively. This is a massive market for service providers to capitalise on – and is just the beginning.
The Future of Work, a new study by Incisiv, conducted in November 2021 on behalf of Dubber and AT&T, surveyed executives across a broad range of industries to uncover insights into the current state of working models, and where businesses will be in 2024.
In Covid-19 recovery, businesses have spoken. Current and future working configurations have significant gaps in employee oversight and talent attraction, revenue leakage, and compliance activities. The only way to resolve these issues is to implement data capture and intelligence across all work communications. This represents a unique opportunity service providers to offer the infrastructure to do exactly this, across the breadth of communications services.
Data capture, aggregation, and analytics across all mobile, UC, video, and chat.
Who else has the capability to offer a unified data capture and analytics solution across mobile, fixed-line, and Unifed Communications services – Webex, Zoom, MS Teams, and more? Service providers must step up to offer enterprises the solutions they need to effectively do business in this new normal.
Unlock new revenue streams by:
- Assisting businesses to deploy optimal hybrid work infrastructure and services
- Rolling out AI/ML solutions for communications platforms and services
Dubber and Notes by Dubber are available for fast deployment across services, embedded in service provider networks. Our cloud-native offerings mean zero CAPEX or product management for you, with sales and service support thanks to our team.
julie.niesen@dubber.net01 Mar 2022
Many credit card processing solutions create serious PCI compliance risks for both consumers and businesses, leaving the door open for fraud, theft, and data leaks. However, with Dubber leading the industry in compliance and enterprise-grade security, a new solution is at hand for any communications on Amazon Connect, including contact centre, voice, IVR, and chat.
“Dubber PCI Comply offers any business seeking to process credit card information a cost-effective and easy to deploy cloud-native solution to achieve efficient PCI DSS compliance for any communication modality on Amazon Connect, including contact centre, voice, IVR, and chat.”
With our fully compliant technology, enterprises can feel secure that customers are not at risk of facing card fraud in payments — as a result, we are very excited to announce the launch of our new product, Dubber PCI Comply for Amazon Connect!
As the first PCI DSS solution for Amazon Connect, Dubber PCI Comply will change the way businesses take payments forever — providing complete security and peace of mind for both the enterprise as well as their customers. Dubber PCI Comply enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms. Contact centres with Dubber PCI Comply on Amazon Connect can offer safer options that prevent customers’ credit card data from entering the enterprise environment, instead handling the data capture and processing via a trusted, secure third-party provider.
About Dubber PCI Comply – What does this mean for enterprises?
Dubber PCI Comply empowers businesses to facilitate simple, user-friendly and secure phone payments, ensuring that regulatory demands are satisfied and critical sensitive customer data is protected.
Businesses meet regulatory requirements and obligations around PCI DSS:
Enjoy the benefits of knowing customers’ and internally sensitive business information is protected by Dubber PCI Comply. Seamlessly integrated into Amazon Connect, the solution adheres to PCI DSS compliance standards and prevents any sensitive card data from entering the enterprise environment.
“PCI DSS compliance isn’t satisfied because of the deployment of Amazon Connect alone. It is the instant Dubber PCI Comply is deployed. The moment you start processing credit card transactions, you need PCI Comply. Dubber PCI Comply eliminates the need for, or the possibility that, agents see or enter credit card data. We believe our innovative approach such as via Amazon Connect is the best and most secure way of ensuring PCI compliance.” – James Slaney, COO, Dubber
Dubber PCI Comply to provide security amid customers payment information
Dubber PCI Comply is a secure phone payment platform that’s PCI DSS compliant, VISA Europe approved, PCI DSS V3.2, ISO27001 and BS10008 certified, with the credentials to prove data is safe and secure.
Dubber PCI Comply is secure, simple and effective.
Dubber sets the benchmark for secure payments— with integrations and deployments that are instantaneous and effortless, cloud-based data stored securely, and the flexibility of agnostic PSP or telephony. Confidently meet the demands of overarching regulatory systems to protect customers and businesses. Try out Dubber PCI Comply on Amazon Connect.
claudia.dickinson@dubber.net01 Mar 2022
By Kennedy Pereira, AVP/GM Voice Transformation Practice, AT&T Global Business Solutions, via AT&T
Prior to March 2020, corporate human resources professionals and their bosses were in deep discussion about the next-generation workforce. This new group of workers were unique from other workers because they had different ideas both on what they valued and what motivated them in the workplace. Then, as a new reality hit for the world, these discussions ended. Workforce strategies that had been implemented were suddenly irrelevant. To complicate matters more, each month brought new challenges for how to manage employees in the remote… then hybrid, workforce.
Fast forward to January 2022. Considering all of the changes to manage – whether it’s been 1,000 or one million employees, corporate America has weathered the new normal well. But it’s also learning that even as day-to-day work slowly returns to its rhythm, the workforce strategies of the past no longer apply.
Incisiv, in conjunction with AT&T Business and Dubber, Inc., sought to understand how executives are planning to manage the workplace as offices re-open and companies return to standard operations. We conducted quantitative and qualitative research across five industries – retail, energy, healthcare, manufacturing, and banking/finance. Through this, we uncovered that that not only is a new way of work here to stay, but certain legacy thinking still exists among executives that’s contrary to what workers want. In addition, our research revealed that executives are struggling with how to protect corporate culture and maximum productivity in a way that also meets employee satisfaction in the new marketplace that’s more competitive for quality workers.
So, what does The Future of Work look like?
- The Future of Work is hybrid –
A casual discussion at a neighborhood dinner party would likely reveal that some friends love working at home and never want to return to the office. On the other hand, others miss the structure and camaraderie of the office. Most people, though, want a mix of both. That “hybrid” mix is the prevailing workplace model that most business leaders foresee as the new standard. In fact, while the fully remote workplace model is expected to take a dramatic decline from 2021 (56%) to 2024 (19%), the hybrid model is expected to grow from 42% (2021) to 81% (2024).
The difference between March 2020 and January 2022 is that in 2020, trends around the younger workforce were pointing towards the need to offer a more flexible work environment to attract and retain the best workers. In 2022, however, that applies to all generations of workers. In fact, a whopping 97% of respondents believe offering a hybrid model will help to attract better talent.
- Companies are willing, but not ready –
It was unprecedented how quickly the world, and the workplace, changed. Most companies did the best they could to keep operations going both for the business and the livelihoods of their employees. Now to keep the benefits of their efforts going in their own version of a hybrid model, they’re realizing there are a number of things to consider. For example, new communications strategies, new policies, and new technologies are needed. Also, how can a business maintain company culture when employees have little to no in-person interaction and are less social?
Our research revealed that most companies have not addressed most of these issues, with 60%-75% of respondents stating that they haven’t put detailed strategies for a distributed workforce to address these issues into place. Because of this, it is no wonder that ‘maintaining employee oversight’ was the number one challenge cited for executives managing in a hybrid model.
- Preparing for a future that’s already here –
The challenges company executives face continue to become more complex. Over the next 24 months, the new workplace will be a major contributor to that complexity. As a hybrid model takes hold, executives are looking to technology to help address and simplify some of this complexity.
A good example of this is artificial intelligence (AI) and machine learning (ML). The benefits of these emerging technologies may not always be apparent in the short term; however, there are many opportunities for how they can help to better manage a hybrid workforce. In fact, according to our study, AI and ML are the top technologies that can drive positive impact in the new workplace. They’re also critical tools to enhance employee productivity.
A word of caution, though. Companies need to make sure proper infrastructure is in place to maintain and support these data-laden technologies. It’s vital that IT leaders understand the collaboration, mobility, bandwidth, security, costs, and even power requirements needed to implement these and other new technologies.
Download a copy of the eBook to learn more and reach out to us to discuss our findings. We’ll share strategies and use cases to prepare and optimize your business for The Future of Work.
chloe.sawle@dubber.net01 Mar 2022
Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber), the world leader in Unified Conversational Recording and conversational intelligence, today announced the ability to capture video recordings and perform advanced recording controls on Microsoft Teams.
Dubber video recording for MS Teams delivers certainty of recording on a single platform, real-time search, keyword analytics, and AI-enriched insights. The most advanced recording controls for Microsoft Teams give users greater flexibility and control when recording voice or video calls. The features include the ability to pause and resume recordings, record on-demand or selectively manage which types of calls or meetings are recorded.
James Slaney, COO, Dubber: “Businesses increasingly recognise default and basic recording solutions fail to meet their enterprise-grade requirements for security, compliance and data sovereignty. No other company offers the completeness, scalability and robustness of Dubber’s unified call recording and conversational intelligence capability as a Microsoft Teams certified service.
“Capturing video recordings adds critical context to knowing what was said, particularly as video has become a primary communications medium for every business driven by hybrid work.
“For example, every customer presentation captured, attached and connected to a CRM significantly improves revenue forecasting, sales coaching, training and more. For compliance intelligence, capturing video completes the requirement to know your customer and employees. The release of advanced recording controls provides flexibility and practical control for administrators and end-users to select the types of calls that are recorded and additionally to record on-demand or pause and resume recording.
“We are addressing the critical need for any service provider or reseller of Microsoft Teams to differentiate, drive revenue and increase retention,” added Slaney.
Feature release details:
- Video call recording: Capture and unify all your video calls, meetings and voice recording on Microsoft Teams in Dubber’s infinitely scalable Voice Intelligence Cloud. Affordable and flexible plan options start as low as $39.95 (USD) per user/month, with 100GB of storage included.
- AI-powered video: Enrich video recordings with AI to unlock best of breed Dubber AI capabilities such as intelligent keyword search, transcriptions, analytics, sentiment plus tone analysis and real-time notification and alerts.
- Pause-resume: Users can effectively pause and resume voice and video calls on mobile and desktop. When initiated, it results in the same consistent experience across the native app as well as calls using Dual-Tone Multi-Frequency codes (DTMF).
- On-demand: Once configured, when a call/meeting begins, it gets recorded only when the user presses the “record” button in Dubber’s app.
- Selective recording: Allows Administrator users to select which type of calls/meetings are recorded. The following call types will be supported at launch, including the ability to record all call types.
- Record external parties (determined by users’ tenancy) only
- Record meetings only
- Record PSTN only
Dubber is experiencing significant demand from Service and Solutions Providers looking to differentiate their Microsoft Teams Operator Connect offerings. A report by the Cavell Group highlighted that as the traditional service provider model transforms it is vital for providers to find new revenue streams, services, and solutions to offer to end customers.
Relevant resources:
- Ready to unlock the power of conversational intelligence on Microsoft Teams? Head to Microsoft AppSource for an update to get all the latest Dubber control features.
- Dubber on Microsoft Team datasheet
- Learn more about Dubber on Microsoft Teams
About Dubber:
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 conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. 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.
European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435
A/NZ Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653
A/NZ Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921
julie.niesen@dubber.net28 Feb 2022