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We’re thrilled to announce that Dubber Moments has been honoured as the Platinum Winner in the Best AI Innovation in Telco category at Future Digital Awards for Telco Innovation 2024.  The awards mark our second major industry win since the release of Dubber Moments in June 2023. This accolade follows closely after our “Best…
Dubber Moments Wins CogX Award for Best AI Product in Telecom
Dubber Corporation Limited (ASX: DUB), the global leader in conversation intelligence, has been awarded “Best AI Product in Telecom” for Dubber Moments, its revolutionary voice AI solution, at the prestigious CogX Awards in London. The CogX Festival is the world’s largest gathering of CEOs, entrepreneurs, academics, artists, activists and policy makers working together to…
13 Sep 2023
4 Things You Might’ve Missed in Dubber in 2021

4 Things You Might’ve Missed in Dubber in 2021

1. More Service Providers discover the value in adding data to their voice services

More service providers are adding Dubber to their networks and solutions than ever, with Dubber now on over 160 service provider networks. New partnerships this year include BT and AT&T, two of the largest leading service and solutions providers in the world, in moves that speak to the value of adding Dubber’s unified voice data service across the full suite of service provider endpoints and UC solutions.

“More service providers are driving revenue, retention and differentiation through voice services. Where the dominant revenue stream stemmed from making connections, the future will be based on creating value for themselves and their customers from the content on those connections.” – Russell Evans, Chief Revenue Officer, Dubber.

2. Business productivity in remote-first interactions got a significant boost

While the Dubber feature set continues to evolve to help end-users become more productive, of note this year was our acquisition of meeting force multiplier, Notiv. The AI-driven note-taking and action-item-generating software that sits in on meetings is hyper-focused on making meetings more effective and productive.

2022 will mark the year that Notiv becomes a key offering of service provider networks. Embedded as a service, capturing every conversation, and transforming it into meaningful insights. Note Taking will finally be automated, simple, and affordable. And an incredible source of differentiation for every service provider.

“AI can now touch every endpoint on a network – UC calls, mobile, and video. Every conversation has the potential to be augmented and enriched by AI unlocking insights and providing the data to power workflows and enrich other data sets. For too long conversations have been untapped and isolated to specific applications. By enabling AI to run, as a service, on every conversation service providers and businesses can tap one of the most important data sources in the world.” – Steve Wilson, Chief Technology Officer, Dubber.

3. Major Unified Communications platforms branch into new territory

Call recording was once a feature based on complex integration, high-cost storage, siloed applications, and management overhead. Today it is being delivered as a service at the core of major communications platforms.

Today, Webex Calling and Cisco Unified Communications Manager Cloud (Cisco’s enterprise cloud communications infrastructure solution) customers obtain Dubber basic cloud call recording solution for free – with enriched services available as an upgrade. Critically, this same service surfaces recordings, data, and insights from calls and conversations on other networks, such as mobile, providing customers with a single window into their conversational data, recordings and 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.

4. Hybrid-work staples gain a new service to help companies do business more effectively

Cisco Webex, Microsoft Teams and Zoom became dominant parts of every worker’s lives over the past year. And, a key offering from every service provider globally. Call recording as a feature was supplanted by call recording as a service – always on, requiring no management overhead or storage costs, and driving visibility into recordings and data across all services through a single window.

With hybrid work, employees still need to work compliantly, under the umbrella of management-sanctioned Unified Communications and enterprise mobility solutions. The recent fine of $200m metered out to JP Morgan – for violating record-keeping laws for employees using WhatsApp and personal devices for communications – speaks to the necessity of holistic solutions like Dubber for hybrid workplace control and compliance.

With a big 2021, it’s set to be an even bigger 2022 for Dubber, as we continue our mission to help service providers and end-users get the most out of every conversation.

The race to offer call recording as a service in telco mobile networks

The race to offer call recording as a service in telco mobile networks

With revenue streams and retention under pressure like never before, and customers demanding solutions for compliance, productivity and intelligence – the race is on to offer call recording and AI as a service in the mobile network.

Hybrid working has increased usage of mobile and rapid adoption of unified communications, such as Microsoft Teams, Zoom and Cisco Webex, for crucial customer interactions. This has made it more challenging for businesses to meet regulatory and legal requirements – and for service providers to address those needs.

Behind the use cases that mandate call recording is the broader need to enhance productivity and harness the power of AI and data from a once untappable data source, conversations.

Applications such as Dubber’s automated note-taking – fuelled by native and cloud call recording – now make it possible to enhance the productivity of every worker through automated note-taking, AI-enriched insights, and connectivity to critical enterprise apps. Now an action spoken of in a meeting can be instantly captured, translated, and added to Asana as a task.

Mobile service providers are set to benefit from the drive to record. With Gartner indicating that by 2025, 75% of conversations at work will be recorded and analyzed, mobile call recording provides a significant market opportunity for service providers who already provide the network infrastructure for these conversations.

Service providers instantly get access to a high-value recurring revenue stream that can well exceed $100m per annum. They achieve differentiation not just from the service but also from the new services they can deliver based on AI-enriched data sets. And, retention increased as the value of the service moves beyond just connections to how the service provider delivers value from the content on those connections. 5G in of itself, as an example won’t be enough to accelerate service provider growth. It’s the new ways in which 5G can be used – such as unified call recording – that will make the difference in 2022” – James Slaney, chief operating officer, Dubber.

The days of legacy call recording are over and don’t scale to record mobile and UC conversations. Hardware, services, siloed data and ever-increasing storage costs are being replaced with call recording and AI solutions delivered as a service, by Service Providers.

Dubber has recently partnered with Optus to deliver mobile voice recording and AI, an Australia-first, as a native feature of the Optus mobile network. As a result, Optus Enterprise customers have access to a cost-effective and complete recording and conversational insights solution across virtually any form of communication – including transcriptions, sentiment analysis, real-time search and more.

“Through our strategic partnership with Dubber we can now boost our customers productivity, visibility, and effectiveness. Optus’ Australian first native integration of Dubber into our mobile network allows participating enterprise customers the ability to unlock the power of conversational AI to push the frontier of how they care for customers, train and coach employees, resolve disputes and meet crucial compliance mandates.” 

Zorawar Singh, Head of Core Product, Optus Enterprise

It’s time to do more with every conversation on mobile networks.

Dubber and Optus to Launch Mobile Voice Recording for Enterprise Services

Dubber and Optus to Launch Mobile Voice Recording for Enterprise Services

  • An Australian-first, native integration of recording on the Optus mobile network*
  • Unified recording across any mobile device on Optus makes revealing insights simple, easy and affordable
  • Conversational AI to boost enterprise productivity, intelligence, and compliance
  • Available to all Optus enterprise customers now in beta program

Melbourne, Australia – 13 December 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber) is pleased to announce that its Unified Call Recording and Voice AI platform is launching on the Optus mobile network.

Delivered as Optus Mobile Voice Recording and AI – powered by Dubber, the product represents an Australian first with Dubber Unified Call recording and AI available as a native feature of the Optus mobile network. As a result, enterprise customers on Optus now have access to a cost-effective and complete recording and conversational insights solution across virtually any form of communication.

Announcement highlights:

  • An industry-leader in secure and scalable recording and conversational intelligence provisioned instantly as a scalable SaaS service, with no capital or services expenditure.
  • Allows enterprise and government users to securely record all mobile calls for compliance, customer, people and revenue intelligence.
  • AI insights including real-time sentiment analysis, transcriptions, and alerts for every call
  • Seamless integration with CRM solutions like Saleforce.com and compliance platforms

Optus enterprise customers will be able to access all call recordings, transcripts, instant sentiment data and search in real-time from their phone or browser with a click.

In addition, businesses with surveillance, internal policy and broader compliance requirements will now be able to capture mobile conversations, securely recording, storing and reporting on conversations for proactive compliance management.

Zorawar Singh, Head of Core Product, Optus Enterprise

“Through our strategic partnership with Dubber we can now boost our customers’ productivity, visibility, and effectiveness. Optus’ Australian first native integration of Dubber into our mobile network allows participating enterprise customers the ability to unlock the power of conversational AI to push the frontier of how they care for customers, train and coach employees, resolve disputes and meet crucial compliance mandates.”

Steve McGovern, CEO, Dubber

“With Dubber at the heart of one of Australia’s largest and most critical mobile networks, we are making the native recording available with AI on every participating phone. Optus is expanding its leadership in connecting Australian businesses to their employees and customers and this now includes the ability to try AI based enrichment of conversations with insights, automated workflows, and more. A conversation on Optus’ network is now worth more to a customer through the ability to capture and reveal insights from that conversation alongside others from other Optus services.

Optus Mobile Voice Recording and AI powered by Dubber  opens up a significant addressable market, provides a key solution where, historically, there has been a tangible compliance gap and represents a significant leap forward in achieving Dubber’s vision of ‘AI for every phone’. Whatever industry you are working in – financial services, healthcare, retail, government, legal, entertainment, travel, or transport – the power of native mobile recording, sentiment analysis, storage, transcription and real-time “search-ability” will be available to you on your Optus mobile service.”

Optus Mobile Voice Recording and AI-powered by Dubber benefits and use cases include:
  • Search-ability – instantly find call records and transcripts from today, yesterday, last week or last year.
  • Proactive Compliance –Respond to regulatory requests and investigations in real-time and provide alerts on possible compliance breaches.
  • Revenue, Customer & Business Intelligence – provide real-time reporting on customer and agent sentiment and engagement. Instantly review conversations to improve customer service and employee coaching.
  • Dispute Resolution – avoid costly customer disputes by having a complete and accurate record of customer conversations.
  • Easily Integrate with Productivity Tools – minimize inaccurate and time-wasting manual note-taking. Instead, capture conversations and automatically attach them to customer records in Salesforce and other productivity tools.
Dubber named on FinTech Global’s fifth annual RegTech 100 list

Dubber named on FinTech Global’s fifth annual RegTech 100 list

The new RegTech100 list for 2022 is launched today. Now in its fifth edition, the list recognises the world’s most innovative technology solution providers that offer products and services in the areas of compliance, risk management, information security and financial crime.

The RegTech (regulatory technology) industry has experienced rapid growth over the last two years as financial institutions dealt with rising tide of regulatory changes and rules updates brought by remote working and increased use of digital channels post Covid-19. As a result, RegTech spending by banks and other highly regulated institutions is projected to exceed $130bn by 2025.

It’s not surprising this year’s process to identify the 100 RegTech innovation leaders was more competitive than ever. A panel of analysts and industry experts voted from a longlist of nearly 1,200 companies produced by RegTech Analyst, a specialist research firm. Sixty new companies entered the RegTech100 for 2022 and the finalists were recognized for their innovative use of technology to solve a significant industry problem, or to generate efficiency improvements across the compliance function.

RegTech Analyst director of research Mariyan Dimitrov said, “Banks and other financial institutions are investing heavily into AI capabilities to automate highly manual regulatory tasks, support digital onboarding processes and monitor for fraudulent activity. The RegTech100 list helps them filter through all the vendors in the market by highlighting the leading companies in sectors such as identity verification, risk management, communications monitoring, information security and financial crime prevention.”

Dubber VP of Sales, Simon Broadbent said, “Dubber’s inclusion on the RegTech100 list is a great display of the confidence the market has in us as a leading provider of unified conversational recording and voice AI to the world’s leading banks and financial institutions.”

A full list of the RegTech100 for 2022 and detailed information about each company is available to download for free at www.RegTech100.com.

Dubber wins The RegTech Association “2021 RegTech of the Year” Award

Dubber wins The RegTech Association “2021 RegTech of the Year” Award

Melbourne, Australia – 2 December 2021 — Dubber Corporation Limited (ASX: DUB) today announced that the RegTech Association has awarded Dubber the 2021 RegTech of the Year (Australian-founded).

James Slaney, COO, Dubber: “Unified conversational recording and intelligence unlock a significant opportunity for Service Providers to meet the compliance and surveillance needs of businesses globally. With a record number of applications and supported by a cross-industry judging panel, this award acknowledges the work of our teams and customers.

Recognition such as this furthers our ability to attract new service providers onto the world’s leading conversational recording platform. The days of legacy call recording are over. Hardware, services, siloed data and ever-increasing storage costs are being replaced with compliance solutions delivered as a service, by Service Providers.

Where legacy call recording solutions were tied to a specific application or service, we can near-instantaneously create compliance certainty with our Service Provider partners across all the services they provide – Cisco Webex Calling, Microsoft Teams, traditional unified communication and mobile services through a single pane.

This provides a win for all parties.  Service providers create compelling differentiation and revenue and their customers eliminate the cost, complexity and lack of visibility legacy solutions create. Businesses can now enable their employees to work the way they want to work, and for customers to communicate the way they want to communicate, without compromising compliance or security.”

Until now, the need for hybrid working and rapid adoption of unified communications solutions has made it more challenging for businesses to meet regulatory and legal requirements – and for service providers to address those needs.

Dubber’s Unified Conversational Recording and Intelligence platform is a foundational service for Service Providers to deliver compliance and surveillance solutions. It enables conversations to be captured in real-time – voice, video and chat – and transformed into data on which AI surfaces insights, alerts and more. From a single platform, data from any number of communications services can be viewed and shared with big data sets and other applications. Businesses can demonstrate they know customers and employees and meet compliance mandates such as MiFID, FINRA, AML & KYCRG 271Anti-hawking and more.

Unified Call Recording and Intelligence is now at the centre of modernising compliance and surveillance in industries ranging from financial services to entertainment and travel. By unifying conversations and AI-enriching data, organizations can address critical needs for legal hold and discovery, data retention, auditing, internal dispute resolution, monitoring, alerting and reporting, and more.

About the RegTech Association

The RegTech Association is a global centre of excellence that brings together government, regulators, regulated entities, professional services and founder-led RegTech companies for best-practice collaboration.

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.

For more information, please contact:

Investors
Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media
Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

BT Selects Dubber for Unified Recording and Conversational Intelligence

BT Selects Dubber for Unified Recording and Conversational Intelligence

Melbourne, Australia – 2 December 2021 — Dubber Corporation Limited (ASX: DUB) has finalised a partnership agreement with BT that will see Dubber embedded as the default recording and conversational intelligence solution in the BT Meetings suite of managed services, spanning solutions based on Microsoft Teams, Zoom and Cisco Webex.

UK based BT is a leading provider of global communications services and solutions, serving customers in 180 countries.

The multi-year partnership agreement will see BT deliver unified call recording (UCR) to multinational organisations globally. BT has already worked with Dubber to implement UCR services with major financial institutions and the partners are engaged in significant opportunities globally. This new agreement provides for an accretive revenue stream for Dubber with additional revenues determined by uptake of the service by BT customers.

The Dubber and BT solution is the most advanced of its kind. It helps customers meet their compliance obligations for secure and scalable recording and conversational intelligence, and is provisioned as a scalable software as a service. UCR enables enterprise-grade recording and replay of any conversation – voice, video, and text. Enterprises can discover AI-enriched insights enhancing compliance, people, revenue, and customer intelligence by unifying conversations from multiple sources – mobile, unified communications and traditional phones. Together, BT and Dubber will help multinational organisations benefit from conversational AI at scale and eliminate the cost and complexity of legacy call recording and siloed recording services.

Steve McGovern, CEO, Dubber: “We are really pleased to be delivering Dubber unified recording and conversational AI as a core feature to BT, a true global telecommunications leader. The newly released managed service offerings will enable BT to continue to demonstrate its innovation leadership. Multinational organisations can now depend on BT for the high-performing secure connections it is known for, but now also for delivering outstanding value from the content inside every conversation on BT services.

For Dubber it marks another milestone in our journey to Dub the world’s leading networks, AI-enabling every endpoint, and creating high-value technology and distribution partnerships based on our Foundation model.”

Hriday Ravindranath, Chief Product and Digital Officer, BT: “Together we are meeting a critical customer need to know what was said to drive better compliance outcomes, especially in industries such as financial services, improve employee wellbeing and training over UC and enable better customer experience. The partnership announced today by Dubber and BT is just the start of an exciting, shared journey of innovation and collaboration that will shape the future of conversational capture and AI.”

This ASX announcement has been approved for release to ASX by Steve McGovern, CEO & Managing Director.

For more information, please contact:

Investors: Simon Hinsley
simon.hinsley@dubber.net
+61 (0) 401 809 653

Media: Terry Alberstein
terry@navigatecommunication.com.au
+61 (0) 458 484 921

14 Reasons Why Dubber on MS Teams is the Best Voice Recording Choice

14 Reasons Why Dubber on MS Teams is the Best Voice Recording Choice

You’ve invested in Microsoft Teams. As a clear Leader in Gartner’s UCaaS Magic Quadrant, your organisation is poised for communications success, and the platform is evolving, meeting your needs and expectations.

But now the search for a recording and conversational intelligence solution that plugs into MS Teams is taking you on a deep-dive into solutions trying to find the right one. Some are just for meetings. Some just do transcription. Most of them come with serious data security concerns.

Here are 14 reasons why the only business-ready choice for Conversational Intelligence and recording on MS Teams is Dubber.

1. Advanced data sovereignty and security

Our solution is secure by design, directly built to conform to global compliance requirements such as GDPR and HIPAA, with best-in-class AES 256 bit encryption, data sovereignty and more.

Download our eBook, How to Ensure compliance on Microsoft Teams for more information, or take a look at our case study; Baseplan ensures compliant comms on Microsoft Teams with Dubber.

2. Total control

Your conversations and their data are yours to configure, replay, organise, and action as you wish. These are accessible by you only – not us.

3. Asynchronous scale, just like MS Teams

Just like MS Teams storage, tenancies, and regional requirements scale without tricky configuration; so too does Dubber.

4. Record with certainly

Dubber is always on, always working on all your required conversations. No more “Sorry, I’m having technical difficulties,” embarrassments and time wasters.

5. Enforceable recordings

Dubber recordings meet legislative requirements for data storage and capture, setting both your CIO and lawyers at ease.

6. Purpose built for UC capture

We’ve purpose-built Dubber so it integrates seamlessly with Unified Communications platforms like MS Teams. No fiddling around with trying to make apps talk to each other.

7. Native and dynamic

Dubber is a live platform. End-users are able to interact with conversational data as it is happening throughout each conversation, plus set triggers and alerts, or peruse historical data and notes.

8. Deploy with a click in minutes

There’s no need for systems admins to walk through complex setups to gain conversational intelligence on Microsoft Teams. Deploy Dubber with a click.

9. Continuous innovation

We follow the rapid release cycle model set by industry leaders such as Microsoft. That means we’re bringing new features to our platform constantly – keep up to speed via our blog and socials.

10. No limit storage

Keep all your records for as long as you like. There’s no limits on storage size or time kept, with Dubber, thanks to the power of cloud.

11. Simple and easy management

Administrators gain significant time back with a solution that doesn’t require constant management. Simply onboard team members to the platform via Azure AD, Microsoft’s identity management service that powers Teams.

12. Real-time search

Search entire organisational conversation banks like you would do Google. Find conversations that match names, topics, dates, and keywords.

13. Advanced AI-powered intelligence

This is where our platform shines, with advanced sentiment and tone analysis, the ability to instantly and automatically trigger workflows and alerts – as conversations happen, and more.

Download our AI litepaper, Unlock intelligence from every conversation with Dubber AI for more details.

14. No hidden costs

Our pricing models are set. There’s no uncertainty when it comes to billing, like when you go over a certain storage limit on some providers.

No other solution on the market ticks all the boxes we do. Chat to us about making the most of MS Teams with Dubber on the conversation.

How AI is unlocking insights in our conversations for new business intelligence

How AI is unlocking insights in our conversations for new business intelligence

We’re doing AI on business conversations. But what exactly does that mean? How are we going about it? Most importantly – what do organisations and individuals stand to gain from it?

Read our whitepaper, Unlock intelligence from every conversation with Dubber AI.

What is AI?

“Artificial intelligence leverages computers and machines to mimic the problem-solving and decision-making capabilities of the human mind.” – IBM]

Artificial Intelligence is a bit of a catch-all phrase, covering anything a machine can do that ‘feels’ human, processing data and performing actions that a human would. For example, a machine could scan inbound emails for invoices from valid vendors and pay them, just like an assistant would.

But ‘true’ Artificial Intelligence is something deeper.

And that’s when we tend towards Machine Learning.

“A program or system that builds (trains) a predictive model from input data. The system uses the learned model to make useful predictions from new (never-before-seen) data drawn from the same distribution as the one used to train the model.” – Google

Machine Learning is when machines process great reams of data, becoming able to learn from data points what some human-defined object or concept is – and what it is not.

For example, when you go through ReCaptcha activities, clicking on fire hydrants, it’s to check whether a machine came up with the same answers for the hydrants – a machine that’s currently doing Machine Learning. Down the line, this will be applied in your self-driving car, so that it knows to swerve to avoid said hydrant – giving it ‘intelligence’ that seems human.

Since machines have a far greater collective processing speed than the human collective processing speed, it’s allowing us to classify objects or concepts far more quickly than an office of 100 analysts. This is combined with infinite, non-degradable storage – which far outperforms the capabilities of our human memory.

What does AI have to do with business conversations?

You likely already use Business Intelligence tools in your organisational analytics capacity, perhaps pulling financial information into slick dashboards in Power BI. Augmented Analytics is a step further, beyond statistical analysis to integrated machine-learning capabilities within your analytics processes and apps.

“Augmented analytics uses machine learning to automate data preparation, insight discovery, data science, and machine learning model development and insight sharing for a broad range of business users, operational workers and citizen data scientists.” – Gartner

Augmented analytics, with the help of Natural Language Processing, a form of machine learning, is what Dubber does – for business conversations.

Consider this: What are the ‘things’ in your business conversations that fall down the cracks? Whether it’s just two people on a phone call, or a boardroom full of people, there will be ‘things’ that are missed.

It’s why we take notes. It’s why we replay key conversations over in our heads. It’s why our most important action items come from a stern tone from a stakeholder.

But, as humans, we’re fallible and we fluctuate in effectiveness. And we’re only as useful as the collective on the conversation.

Putting machine learning to work on our conversations allows us to focus on the importnant things.

With a machine on the call, suddenly, these thought and manual process-consumptive tasks are off-loaded to a large degree to a machine brain that’s far faster at processing, and far better at remembering than our own collective intelligence. Dubber Notiv can automatically create action items for us instead of having to scribble them down.

We still need to think on our feet during the conversation, but we now have access to a post-conversational database and insights we may have missed. It’s a more effective, less error-prone memory bank. It can process and recall all the information in a conversation near-perfectly – and it gets better over time, as is the beauty of machine learning capabilities.

And when you start to combine all the conversations across your business? And being able to have a machine dig into combined insights across these conversations? Well, now you are getting to the crux of your biggest people-based business assets, your new and missed opportunities, your unsurfaced areas of improvement.

It’s Conversational Intelligence. And it’s what we do at Dubber.

Speak to one of our experts about your business needs and leveraging Dubber AI to unlock conversational intelligence, or download our whitepaper Unlock intelligence from every conversation with Dubber AI.

Four ways service providers globally are winning with conversational data

Four ways service providers globally are winning with conversational data

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.

How service providers are increasing revenue, retention & market differentiation

How service providers are increasing revenue, retention & market differentiation

Nearly every Service Provider strategy starts with one or all three.

Service Providers are under pressure. In an environment where sources of value are ever-decreasing and product offering differentiators are slim, increasing revenues is a challenge. 2021, McKinsey suggests, was a ​​critical year for operators: a unique opportunity to fundamentally reimagine their business or, alternatively, risk another decade of decline.

Reimagining the business of operating communications services starts with moving beyond just creating connections to realizing value from the content flowing on the network. Central to achieving this outcome is Unified Conversational Recording (UCR) – through which every conversation is captured for replay, converted to data, and enriched with AI for insights and intelligence.

Demand for conversational recording is unprecedented with Gartner indicating that by 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk. This is a substantial market opportunity for service providers who already provide the network infrastructure for these conversations.

Embedding conversational recording and intelligence that adds value to existing customers at minimal cost and low configuration complexity is the ideal way to target this trend.

A Unified Conversational Recording solution drives revenue for service providers-

  • A typical network legacy call recording solution represents a significant cost – in the millions of dollars to provision, manage and provide ongoing services. A UCR solution is a fraction of this cost, providing immediate yield. Cloud-native call recording services are up to 10X more cost-effective on a per user per month basis. UCR lives in the network and is delivered just as any service would be by the service provider.
  • By switching a UCR solution on for every end-point, service providers create an immediately addressable market to sell richer solutions addressing continually rising customer needs.
  • UCR solutions allow service providers to enjoy the benefits of SaaS ARR, with pricing models built in line with modern subscription market trends.

What is UCR in a S&SP Network?

UCR is:

  • Native to the service provider network: to remove legacy recording costs, and allowing UCR to be delivered as a service
  • Cloud-first: for simple deployment, management and provisioning
  • On every endpoint: creating immediate differentiation and an addressable market for fully featured solutions
  • SaaS ARR: creating a new recurring revenue stream
  • True AI: for the ability to unlock conversational insights and solutions revenue

Foundation Partners Benefit More

The Dubber Foundation Partner program was designed to provide service providers with deep marketing, sales and success support – accelerating the conversion of basic Dubber call recording services to richer solutions.

  • 100% attach at day one drives differentiation and immediate access to upsell opportunity
  • Dubber assisted upsell to SaaS plans – increasing ARPU, in many cases doubling the ARR per customer
  • Add & unify other services – further increasing ARPU through cross-sell and access to other communications services used by the customer
  • Unlock the potential of conversational data to increase revenue and retention