Learn

Where Dubber leads in capturing every call, video, and chat – then turning it into a source of value; Notiv has been pioneering the use of AI to make every meeting more productive and efficient.

So what does this mean for Dubber?

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better. Notiv will help Dubber convert a higher proportion of our addressable market within our existing networks and new communications services that want this functionality on their networks.

Enhanced productivity can benefit everybody – however they are communicating and whatever the use case. For example, a tradesperson on a mobile phone could instantly capture customer requests and share the actions. Likewise, C-level executives could use Notiv to note and capture actions in a planning meeting.

Second, we can drive significant adoption of Notiv through our industry-leading base of partners and customers. Notiv is a compelling new service, enabling them to drive incremental revenue and differentiation. Notiv will also be a magnet for new service providers, increasing the value of our industry-first Foundation Partner program.

Third, Notiv will provide Dubber with a world-class team with deep expertise in AI and data science. Together we will accelerate our overall product roadmap and capabilities and advance our AI, digital signal processing and natural language processing technologies. Notiv furthers our leadership in capturing and transforming conversations between one person and another – and large groups of people in a meeting.

We are continuing to unlock the potential of AI on every end-point and enabling our service and solution providers to make the critical shift from selling connections to extracting the value in every conversation on their networks.

And they’ll now be able to do that with Dubber Notiv on the same hyper-secure, scaleable and compliant infrastructure that Dubber has made available in over 150 service providers globally – and all the worlds leading UC solutions.

I’ve been using Notiv for the past few months, and it’s impressive. It’s magical seeing the meeting being transcribed in real-time – and then having the ability to highlight important parts of the meeting.

Notiv brings AI-driven notetaking and action items to every call and meeting

Adds advanced technology capabilities in real-time transcription, artificial intelligence, and advanced natural language processing

Adds revenue generating service to existing and expanded Dubber customer base

Delivers product capabilities that enrich Dubber Foundation and broader service provider offering

Accelerates Dubber’s AI program and expands Dubber core offerings

Circa A$6.6m acquisition by way of cash and equity

Melbourne, Australia – 20 September 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber) announces today that it has acquired Brisbane, Australia based technology group Notiv (https://www.notiv.com). Notiv is a developer of innovative cloud-native AI-based products that turn meetings into transcribed notes, summaries, signals, actions, and more.

Steve McGovern, CEO, Dubber:
“One of our fundamental beliefs is that artificial intelligence has a part to play as a standard feature of every call and conversation. Notiv is a significant step towards achieving this in that it has clear and defined use cases for everyone from individuals to the largest of enterprises. With Notiv, Dubber will now have the ability to automatically take notes and create action items on every call. We are confident that our telecommunications carrier and service provider partners will see enormous potential for revenue-generating value-added services for their customers at scale.

We welcome the Notiv team to Dubber along with the AI and data science expertise they bring. We see the teams combining to form the core of our Dubber AI Labs for developing future AI capabilities.

The integration of the Notiv business is accretive for both parties in that Dubber can expose the fantastic capability of the Notiv offering to a global customer base and the Notiv team can develop a continuous stream of revenue-generating services for Dubber’s addressable market.

Dubber’s overall strategy is to grow organic Annualised Recurring Revenue (ARR) while augmenting that growth with strategic acquisitions where possible. Acquisitions must either add accretive and synergistic revenue or provide substantial product and technology capability, which will drive organic ARR growth. The Notiv acquisition reflects that strategy perfectly, and the speed at which the parties have executed the transaction now enables the Company to continue to pursue other identified opportunities.”

Notiv will be available to Dubber Foundation Partners, select service and solution providers and sold alongside other Dubber solutions for businesses and Government.

Chris Raethke, Co-Founder & CEO, Notiv:
“The Notiv team is exceptionally proud of the technology we have developed. The ability to roll out Notiv globally with the world’s leading service providers is an unmissable opportunity. The chance to join the Dubber growth journey at this time and expand Dubber’s AI and NLP capabilities is exciting for all of us. We are confident that the combination of Dubber and Notiv will deliver incredible value to customers, businesses and our fellow shareholders alike.”

James Slaney, COO, Dubber:
“Dubber has over 150 global service provider network partners as well as all of the world’s primary unified communications solutions – and is the only true native, cloud-first service of its kind.

Our strategy has always been to use this footprint to deliver layers of value and drive associated revenues. Notiv suits this strategy perfectly and accelerates our existing AI program in three ways.

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better by automatically enabling voice data to replace or improve note taking. We believe that the ability to create notes, highlights and action items in every video and phone call provides invaluable use cases for every demographic, from individuals to large enterprises, thereby expanding Dubber’s already large addressable market. Enhanced productivity can benefit everybody in all methods of communication. For example, a tradesperson on a mobile phone call could instantly capture customer requests and share the actions. Likewise, C-level executives could use Notiv to note and capture actions in a planning meeting.

Second, we believe that the ability to deliver this capability directly from the network will be a compelling proposition for both existing and new service provider partners. As well as the opportunity for service providers to drive new services, incremental revenue and differentiation, we believe that Notiv is an ideal product to increase the value of our industry-first Foundation Partner program.

Finally, Notiv will provide Dubber with a world-class team with deep expertise in AI and data science. Together we will accelerate our overall product roadmap and capabilities and advance our AI, digital signal processing and natural language processing technologies. Notiv furthers our leadership in capturing and transforming conversations between one person and another – and large groups of people in a meeting.

We are continuing to unlock the potential of AI on every end-point and enabling our service and solution providers to make the critical shift from selling connectivity to extracting the value in every conversation on their networks. They’ll now be able to do that with Dubber Notiv on the same hyper-secure, scalable and compliant infrastructure that Dubber has already made available to over 150 service providers globally – including all the world’s leading UC solutions.”

Key Transaction Terms:
Dubber has acquired Notiv through the purchase of all of the issued share capital of holding company Pinch Labs, Inc., a US corporation that wholly owns and operates the Brisbane-based operations and technology

Aggregate consideration of approximately A$6.6 million

A$5.15 million paid in cash at completion and the balance, representing 24.8% of the consideration, is to be satisfied by way of the issue of 386,277 Dubber fully paid ordinary shares at a deemed issued price of A$3.75. The shares will be issued within Dubber’s existing Listing Rule 7.1 issue capacity

Key management and employees are to stay with the business, including Chris Raethke, Co-Founder & CEO and Dr Iain McCowan, Co-Founder and CTO

The agreement also includes provisions customary for a transaction of this nature, including warranties and representations, confidentiality and non-competition/solicitation

Strategic Rationale
Accretive fundamentals. Proven application and technology with customers with strong product-market fit and alignment to the Dubber solution set

Enriches Dubber’s service and solution provider offering – and current product offerings. Accelerates Dubber’s technology roadmap both in terms of providing Dubber with access to AI technologies and also adding a critical and differentiated product

Furthers differentiation and value of Dubber Foundation Partner Program – and its more than 150 service and solution provider customers worldwide

Broadens Dubber’s conversational intelligence offerings

Dubber to accelerate the adoption of Notiv globally. Provides Notiv with critical sales and marketing resources to scale go-to-market capabilities

Strong synergies in product approach mean technologies can be easily unified into common platforms with the potential to create efficiencies over time

Key shareholder support. All key management shareholders retained in the business with incentives to continue strong performance

Financial Impact
Scrip and cash consideration up-front. No further amounts payable

No incremental investment in staff or technology required to achieve scaling

Strong potential to enhance future revenue (or stated revenue), typical of an early-stage technology venture

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

Fewer wasted trips for NT Recycling Solutions trucks with Dubber

“Our business is based on time, so mistakes are costly” 

NT Recycling Solutions saves $50,000 per year using Dubber’s call recording to resolve client disputes over services ordered and staff training to reduce errors in bookings.

Here’s the backstory

NT Recycling Solutions is a waste management and recycling business in the Australian Northern Territory city of Darwin. The business deals in general waste removal and operates a recycling facility to reduce the amount going to landfill.

The company has three staff who take inbound calls. Regular customers who don’t have a scheduled service call the company and book when they need their waste bins emptied. Causal customers can call to order bins and the company’s drivers make contact with the office when there are issues with jobs.

Being able to record calls helps quickly resolve customer disputes and staff booking errors. These were costing NTRS thousands of dollars and causing inefficiencies with drivers schedules.

The Solution

NTRS uses Telstra Calling for Office 365 (based on Microsoft Teams) for all its calls. It uses Dubber Unified Call Recording to record and capture calls. In tandem, NTRS uses Dubber’s CallN reporting for additional insights into call statistics. This can include knowing which team member takes the most calls and what time of day those calls come in.

Different departments within the business including customer service, sales, and administration can all easily review calls and reports on Dubber.

Dubber’s recent partnership with Microsoft together with Dubber’s rich functionality were central to giving NTRS the right solution.

NTRS was operating a traditional on premises phone system, using CallN for recording. When it moved to Telstra Calling for Office 365, Dubber was able to craft a unique solution that delivered Dubber’s backend recording while maintaining the familiar CallN interface at the front end.

The Benefits

Speedy dispute resolution

General Manager, Dean Caton says NTRS mainly uses Dubber to verify orders placed by customers. “A customer will ring the office and say I asked for this service: ‘I need your driver to come back right now and do this for us’.”

This can be disruptive and expensive. By the time the call comes in the driver might be 40 minutes away. Revisiting pick-ups was costing NTRS more than $1000 a week.

When this happens, the staff member can check the call recording and listen to the request. Caton says at this point the customer might change their story — if they still want the driver to return, they will have to pay for it.

This was a huge problem in the past, but Caton says now that customers know their calls are recorded, they are less likely to make these claims.

Staff training and reduction of costly errors

Another Dubber benefit for NTRS is staff training and reducing booking errors.

The business depends on efficient scheduling, so mistakes and booking errors are costly.

“All our business is based on time, so if we’re going back to sites we’ve already been to, that costs us a lot of time and we don’t get the productivity out of our drivers”.

Caton says it is useful for training, especially when a new team member joins to be able to go through a recording if, say, they made a booking error.

“We can say that you should have asked this question. A number of our customers have different types of bins at their site. If they ring and say they want their bin emptied, we want our customer service person to ask the right question to find out which bin needs to be collected.”

Not all trucks can collect all bins, so getting this right is another cost saving because they don’t have to divert trucks from other locations to service the job correctly.

Soma improved customer experience using Dubber call recording and voice AI to track conversations across a dispersed workforce.

Here’s the backstory

Australian managed IT services provider soma technology group uses Dubber to record all incoming and outgoing client calls, internal calls and meetings.

The business’s headquarters is on the Gold Coast in Queensland and there are offices in Brisbane, Sydney, Melbourne and Perth, with a large number of staff working remotely.

Soma provides technical phone support to small to medium-sized organisations. It also runs a consulting practice that handles audits, implementations and other IT functions.

COO Aaron Prout says: “As a managed service provider we are a customer service business. It’s important our clients receive the support they need. It’s also very important that everything we do is traceable with checks and balances through all our systems”

Soma’s previous phone and recording solution was difficult to use and therefore staff were avoiding it and using their mobiles instead. And it was impossible to record calls made by the remote workforce. This meant that a large number of customer service calls weren’t being recorded for evidence or monitored for quality assurance.

The Dubber solution

Soma chose Dubber’s call recording and voice AI solution combined with Telstra Calling for Office 365, based on Microsoft Teams, as its voice system. “We wouldn’t have moved to Teams Calling if it wasn’t for Dubber”.

“The Dubber and Microsoft Teams solution is much better than the previous one. Now everyone is using it across the whole company”

Before, when they wanted to review a conversation they would have to go through all the MP3 files and listen to the entire call – and there was no search function.

With Dubber, they can search for calls easily using the google-like search function and  quickly skip through the call to the relevant section. “It’s a lot faster to find what we’re looking for”.

What are the results?

Effective staff training for customer service performance

When soma gets negative customer feedback, either from a survey or through direct communication, managers listen to the conversation. This gives them an opportunity to guide staff on how they can improve.

“Dubber ticks a lot of boxes for us. We use it in a variety of areas. We use it for team education, we can go back and look at some of the calls our staff make. We make sure they’re following our phone support processes, that they are using the right communication style and that they have an understanding of the products they are selling. It’s all about giving good customer service”.

Better customer satisfaction

Soma uses Dubber to improve client satisfaction. If there is any negative feedback in post-customer service call surveys, they can listen to the conversation and quickly identify the issue.

Now with Dubber, the weekly satisfaction survey results never go below 4.5 out of 5 “This is 100 percent because of call recording”.

Dubber also helps fill in the gaps when a client doesn’t complete a survey. Not every unhappy customer provides feedback. soma uses the AI sentiment analysis tool to quickly highlight and identify those customers.

“Dubber’s AI sentiment analysis means we can learn if the clients are getting frustrated and if someone needs to dive in and take a closer look at that. It may be that we need to get in contact with them and have a conversation before the relationship goes south. We didn’t have the ability to do this before Dubber.”

Visibility of remote workers conversations

Staff throughout the country field incoming calls. Now with Dubber, all calls can be recorded regardless of location. This was especially useful during the Covid-19 lockdown when all employees worked from home.

Before Dubber and Telstra Calling for Office 365, this level of universality wasn’t possible. Originally the business was only able to record calls at the head office.

Prout says: “Our systems are set up so the call flows mean any of our guys can work from wherever they are with access to Microsoft Teams and into our systems.

“We use Dubber for the call recording and it captures everything whether people are on a mobile, an office phone or on Teams. We use it for all our support.”

Traceability of crucial conversations

Soma also uses call recording to monitor discussions over new business proposals. It means everything is detailed and captured to prevent any disputes over what was agreed.

“It stops there being any arguments about what we said and it covers us from a legal standpoint as well”.

Thousands of dollars saved

Moving to Dubber and Telstra Calling for Office 365 has meant significant cost savings for soma – about $30,000 per year – by eliminating costly hardware and maintenance costs and reducing expensive license fees.

Like to Learn More?

Virtual oversight can help finance companies preparing for the Australian Securities and Investments Commission’s Regulatory Guide 271 which comes into effect on October 5.

RG 271 explains what finance companies must do to create an internal dispute resolution system that ticks all the regulatory boxes. It is part of a suite of regulatory changes happening in October. Elsewhere we look at Anti-Hawking regulations.

What are the requirements?

DLA Piper partner Sophie Devitt says the new rules aim to see that every customer of the financial services industry is able to get “fair, timely and effective dispute resolution”. This covers consumers and small businesses.

“Part of this means capturing any expression of dissatisfaction from customers where there is a reasonable expectation that a response or resolution is expected.”.

There’s no need to trawl the internet for evidence of dissatisfaction. Yet there is an expectation that should something show up on a company’s Twitter feed or Facebook page then the company will respond to the complaint.

Likewise, if a company representative hears a verbal complaint, that also has to be acknowledged and given a response.

The company needs to let the complainer know staff have registered their grievance and will get back with a formal response. The idea is that the incoming communications channel is the best outgoing channel, so a complaint voiced on, say Facebook will get a notification on Facebook.

Devitt says dealing with disputes can get challenging with the required timeframes and the manner in which the complaint arrives. A complaint has to be documented and acknowledged within 24 hours, and in most cases, a substantive response is needed in 30 days. This can be challenging when complaints are received by staff who are not sitting behind desks, say, an insurance assessor working in the field.

Demonstrate compliance

Devitt says the industry has had more than 12 months to prepare. Which means by now their plans are likely to be well advanced.

She says; “They need to think about how they can meet their obligations. It means putting the right structures in place, setting up internal processes and deciding on the frequency of reviewing the processes. There is a reporting requirement.”

“You have to demonstrate to the regulator through your reporting and data collection how you are going to comply. Producing the data is now a significant element of compliance.’

Speed and clarity is the essence

The key is getting the complaint into the system as fast as possible, wherever it comes from. And then making sure the key people are alerted immediately.

Data collection is essential. Companies need to classify complaints for later analysis to help identify problem areas, it could be the customer service department or the nature of transactions.

‘Expression of dissatisfaction’ is a broad term. Devitt says lawyers are working with clients on how to do this; a good starting place would be to look at customer expectations and whether they are being met. This can also mean work for companies on setting those expectations.

Call recording, AI – a digital backstop

All of this puts obligations on teams to monitor every customer interaction across every channel. Virtual oversight is using unified call recording and AI technology to provide an extra layer of support to teams looking for potential complaints.

There’s always a possibility companies will miss ‘expressions of dissatisfaction, especially during conversations. For companies using modern call recording technologies, AI has the potential to scan calls looking for, say, a tone of voice or keywords. It can then point out potential problems.

Unified call recording and AI technologies can also automatically alert the right people when a customer is unhappy. It can feed that data into existing IDR processes and workflows to ensure fast responses. Conversational data can also be integrated into reporting data sets – vital to meet ASIC’s expectations on data.

Sophie Devitt is a partner with DLA Piper. She works from the global law firm’s Brisbane office and specializes in insurance regulatory law, which has wider application across the entire finance sector.

From October, Australian insurers and financial institutions must comply with new anti-hawking and internal dispute resolution regulations.

Both sets of rule changes add to compliance risks and highlight the need for reliable, comprehensive call recording. Here we look at the implications of new anti-hawking rules, a second post will examine the internal dispute resolution requirements.

Anti-hawking legislation

Anti-hawking means that offers of financial products to retail clients can no longer be made as a result of unsolicited contact. In effect, it is the end of unsolicited cross-selling.

DLA Piper partner Sophie Devitt says the law addresses concerns raised in the Banking Royal Commission that poor customer outcomes may occur when sales of financial products occur after-sales teams contact customers without any prompting.

She says; “A concern raised by ASIC is that unsolicited contact means there’s a risk customers will be unable to make clear and informed decisions about the products they may or may not want.

“While that’s the main focus of the new law, there’s also recognition that even when a customer contacts the financial service provider in relation to a specific product, that the risk  could still occur.”

In the past, general insurance products were exempted from the hawking provisions. They were able to cross-sell so long as they could meet certain requirements and provide key information to consumers. That exemption has gone.

Clear informed consent

Now the regulatory environment is all about having “clear, informed consent” even before creating an opportunity for a consumer to buy a product. The idea is to reduce the pressure on consumers to buy, even when there is a cooling-off period.

Many finance companies have traditionally used call centres for cold-calling to handle these sales. Under the new rules, accurate and complete call recording becomes a compliance must-have.

Devitt says the rules can be tricky to navigate.

How can call recording and voice AI help?

Dubber call recording can collect and document evidence of a clear customer request to buy further insurance or financial products. It’s unobtrusive, the recording takes place at the network level and needs no intervention by the person taking the call. Transcripts are available on every call.

Voice AI provides critical insights to flag potential compliance risks and for staff training to ensure compliant conversations. Automated alerts and notifications can surface conversations that shouldn’t have happened but did happen. In addition, the powerful Google-like search in voice AI provides access to records for investigations and training in seconds.

Sophie Devitt is a partner with DLA Piper. She works from the global law firm’s Brisbane office and specializes in insurance regulatory law, which has wider application across the entire finance sector.

• Answers critical need for recording, replaying, and revealing insights across video conversations

• Dubber for Webex Meetings Video add-on pack and Video storage add-ons available today

• For a limited time, all Webex Meetings Dubber Premier subscription plans get video add-on pack free for 6 months

   

Melbourne, Australia and Dallas, Texas – 19 August 2021 — Dubber Corporation Limited (ASX: DUB) (Dubber), today announced that it has launched compliant video capture to its cloud call recording and voice AI services for Cisco Webex Meetings. Dubber personal and confidential call recording is embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

Businesses and individual users with compliance and regulatory requirements to record and store their communications can now securely capture every call, and video conversations including, one to one video calls and multi-party video conferences on the Cisco Webex Meeting platform via Dubber.

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables video recordings with instant insights, analytics, transcriptions, sentiment analysis with Voice-AI powered alerts and notifications all stored in the Voice Intelligence Cloud. The Video add-on pack comes with 100GB storage as standard for each user. In addition, for power users who need augmented storage, businesses can purchase the Video Storage add-on, which comes in 1TB packs for only $100 (USD) per account/month.

“Video has become a primary communications medium for every business,” James Slaney, COO, Dubber. “With the release of compliant and secure video recording options for Webex meetings we’re enabling video to be captured, reviewed and intelligence generated alongside call records.”

“We’re answering the need to address compliance mandates in a work from anywhere world with advanced functionality, secure ease of access and economically scalable storage. There are equally important opportunities for business and government to improve employee coaching and productivity, resolve customer disputes with ease, and automatically generate real-time customer and employee satisfaction data,” added Slaney.

Background: Dubber Video Capture on Cisco Webex Meetings

• Available to all Cisco Webex Meetings customers
• Available for order now from Cisco, Cisco Partners and registered Dubber resellers on CCW
• Dubber cloud call recording now captures and unifies all voice and video data
• Flexible and affordable plan options start as low as $39.95 (USD) per user/month, which includes Video add-on pack with up to 100GB video storage per user
• Video storage add-on pack (1TB) in the Voice Intelligence Cloud available for users and accounts with expanded storage needs. Video Storage add-on packs start at 1TB storage for $100 (USD) per month for an account
• Additional Dubber compliance, storage, transcription and AI plans are available immediately
• Access more information here.
• Access Dubber on Webex Meetings via Cisco AppHub 

Background: Cisco Webex Meetings

Cisco® Webex Meetings delivers over 25 billion meetings per month, offering industry-leading video and audio conferencing with sharing, chat, and more.

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 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:

Investors: Simon Hinsley                                   UK Media: James Taylor | The PR Network

simon.hinsley@dubber.net                                james.taylor@thepr.network

+61 (0) 401 809 653                                          +44 (0)7796 138291

AU & NZ Media: Terry Alberstein                      US Media: Charlie Guyer, Guyer Group for Dubber

terry@navigatecommunication.com.au             charlie@guyergroup.com

+61 (0) 458 484 921                                           +1 617 599 8830

Record, replay, reveal AI-enriched insights. Buy now and get the first six months of video recording on us!

We recently announced our global first Foundation Partnership with Cisco, which saw Dubber personal and confidential cloud call recording embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

As of today, you’ll be able to compliantly capture video conversations on Webex Meetings. You’re now able to record, replay and reveal insights from every crucial business conversation across voice and video calls.

Comply & end not knowing

How often have you had a team or customer meeting and wished you could go back and review key points? Or share it with your team for coaching or training? That’s one use case for recording video.

Clearly, nobody is going to do this all the time so having real-time search and scalable storage is critical.

But what if that same content sent you signals – alerts and notifications when key phrases or words were used? Instantly managers would know they needed to dive into a conversation and check what was being said. Compliance leaders would have instant visibility to the businesses compliance standing and evidence requirements were being met. HR managers could easily check in on issues and get instant employee sentiment data.

Dubber makes all of this possible for the first time with nearly endless use cases. In simple terms, this means everyone in the business benefits. Take customer dispute resolution. Now with an instantly available record of the conversation, it’s easy to know what was said. And with Dubber you’ll be able to see phone calls, video and more in one place.

You need more than a basic recorder

The alternative is basic personal call recording solutions sometimes included with applications. These solutions are limited in capturing, authorising, managing, and facilitating compliant call recording. And they don’t enable all your calls – including those outside of Cisco Webex, to be recorded, replayed and analysed in one place.

Dubber delivers meaningful transcriptions, analytics, legal hold, and intelligent keyword search, saving time on investigations, discovery, as well as prompting actionable intelligence, effectively designed to solve business-critical outcomes.

We already see substantial early demand around video dominant use cases like telehealth, video-based customer support services, HR, recruiting, and live event streaming.

What’s included in Dubber on Webex Meetings?

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables capturing every video conversation stored in the Voice Intelligence Cloud. The Video add-on pack comes with 100GB storage as standard for each user. In addition, for power users who need augmented storage, businesses can purchase the Video Storage add-on, which comes in 1TB packs for only $100 (USD) per account/month.

The first six months of video recording on us!

For a limited time, all Webex Meetings Dubber Premier subscription plans will get the video add-on pack free for 6months with every 12-month subscription! Easily capture video recordings and data revealing instant insights, analytics, transcriptions, sentiment and tone analysis, with all Dubber’s platform capabilities unleashed. To order now, speak to your Cisco Partner or visit Dubber on Webex Meetings.

Chat to us to learn more

To learn more about Dubber on Webex Meetings and help you and your business stay ahead in the hybrid work environment, book a short consulting session with our Dubber on Cisco specialist.

Compliant video recording is now available on Webex Meetings. Simple & easy upgrade for Dubber Go users!
80% of all critical business conversations are voice and video. This is one of the many compelling reasons why Dubber on Webex Meetings is meaningful to new and existing Dubber plus Cisco customers – enabling the capture and unification of voice calling data and video for the first time on Cisco platforms.

Dive deeper into the power of Dubber on Cisco
We’ll be running global webinars over the next couple of weeks, covering all the exciting integration details and much more for partners. To register, simply click here. For more information about Dubber on Webex Meetings, click here.

What does this mean for customers?
Individuals, Businesses, and Government users with regulatory compliance mandates to record and store every voice and video communications can now securely capture all audio calls, one-to-one video conversations and multi-party video conferences with Dubber on Webex Meetings. By simply including the video add-on pack (up to 100GB storage) for just $25 (USD) per user per month on your Dubber solution plan, all video recordings and data are automagically stored, easily searchable and will have the full complement of Dubber services available.

Critically with Dubber on Webex Meetings, compliant recordings are achievable with automated policy-based recording. Ensure proactive compliance and risk visibility with AI-enriched insights, alerts, search and sentiment analysis.

While some UC solutions include call or video recording solutions, they are limited in capturing, authorising, managing, and facilitating compliant call recording. And the costs for storage and lack of any intelligence delivered from the recording limit their use.

For Cisco Webex Meetings customers unifying voice calling and video recordings in the Dubber, Voice Intelligence Cloud unlocks limitless use cases possibilities, especially as demand grows for customer dispute resolution, customer experience, telehealth, HR, remote inspections and customer support based services.

The first six months of video recording on us!
For a limited time, all Webex Meetings Dubber Premier subscription plans will get the video add-on pack free for 6months with every 12-month subscription! Easily capture video recordings and data revealing instant insights, analytics, transcriptions, sentiment and tone analysis, with all Dubber’s platform capabilities unleashed.

And don’t forget, Dubber free and personal call recording is available as an embedded standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM). Enabling Dubber Go customers simple and easy upgrade to record every call and video across all major cisco platforms. With the expansion of the partnership, Dubber is now the most complete unified conversational recording solution on Cisco.

What does this mean for Cisco Partners?
The expanded Dubber offering for Cisco partners and Dubber resellers affirms Dubber as the most complete recording solution on all major Cisco platforms. In addition to Dubber being the embedded cloud call recording solution for Webex Calling and UCM-Cloud, partners can tap into the rapidly growing demand for hybrid work enabled solutions and voice data intelligence.

“Today’s announcement expands Dubber’s strategic offering on CIsco, video communications and compliant video recording are fundamental to every business in a hybrid work environment,” said Russell Evans, CRO, Dubber. “For Cisco Partners this is an incredible opportunity to increase differentiation and revenue by making the critical shift from selling connections to creating solutions based on the value of the rich content in conversations.”

For Cisco partners and resellers, ordering is simple, Dubber on Webex Meetings is available on CCW, the Cisco AppHub or from Dubber directly.

Chat with us about doing more with every conversation
To chat to a Dubber on Cisco specialist about getting your customer, team or organization set up today, reach out here. Also, make sure to register to become a Dubber on Cisco partner today and get access to partner incentives, market development funds and much more.

“What’s our customer satisfaction right now?”

Devonport City Council turned to Dubber’s call recording and voice AI to get insights to improve staff training, boost customer service, and track customer satisfaction on every call.

Here’s the backstory

Devonport City Council found Dubber when it needed help understanding customer satisfaction.

The council serves a city of 26,000 people on Tasmania’s north coast.

There’s a team of seven customer service staff who handle all the calls arriving at the council. They can deal with queries themselves or pass calls on to other council departments.

The team deals with a wide range of calls including parking, animal control, rates, and health matters. It also handles calls from developers and builders, along with requests for services such as fixing potholes in local roads.

Customer Services Coordinator Danielle Harvey says the council wanted to know if callers were happy with the service they got, but didn’t want to ask them to stay on the line for an automated survey.

In the past without call recording, they only had anecdotal evidence of customer satisfaction. “We didn’t even have any statistics on how many calls a day we had. I couldn’t tell the busiest time of day or day of the week”

What was the solution?

The council uses Telstra’s IP telephony (TIPT) service and asked the telco for help. It suggested Dubber, which is able to record every call then provide full analytics.

It took next to no time to set up Dubber to record all the council’s incoming calls. The council then added voice AI analytics to transcribe and measure the sentiment of every call.

What were the results?

Improved Staff Training

The council uses Dubber to improve staff training and the way calls are handled. Harvey says in the past training involved her sitting beside the team to hear their side of conversations. “When you are working alongside someone you might not hear their tone and manner. With Dubber I can sit in a quiet room, listen to both sides and hear the tone and manner. It’s very useful”.

Harvey takes a subtle approach with staff feedback. She says the customer service team are not keen on being recorded and do not like being told after a call what they should have said.

Instead, she listens to a select number of calls each week and, based on what she hears, makes general suggestions to all staff members during meetings.

She says: “I simply say something like: did you realise we have these parking permits? If anyone asks about parking you can give them this information.”

At the same time, she asks staff to identify calls they think she should listen to. This can be when someone asks a difficult question or maybe when the caller feels they didn’t get a full enough answer. Harvey can simply and quickly search for the call using a phone number.

“Dubber has been the next level for customer service performance and we now have more structure in our training. Dubber is filling in the gaps in knowledge”.

Feedback for other departments

One area where she found Dubber helpful is with setting up questions for data collection. A council department might give the customer service team a series of questions to ask callers to gather more information. In cases, the customer service team understands these might not be the best questions.

By being able to go back to the departments with recordings of calls, they are able to identify where they might improve their questions to get the right answers from callers.

Customer Satisfaction Monitoring

The sentiment rating instantly measures if a call is happy, unhappy or neutral and quickly gives pointers to the calls that may need closer examination. Transcripts are helpful for a quick overview, because listening to recordings takes more time. Harvey says she also finds transcripts handy when it comes to sharing information with other council managers.

The council’s next step will be using Dubber’s automation and sentiment analysis to set up dashboards. That way managers can log-in and get an instant overview of customer satisfaction. They can see how customers are responding, how many calls are coming in, and how long each call takes.

Like to Learn More?