Today we had the opportunity to take Shareholders through Dubber’s strategy and why we are so excited about the opportunity ahead of us.

James Slaney is the co-founder of Dubber. Here he gives us an overview of how voice data can provide solutions to business problems.

There’s one piece missing from every organisation’s compliance and performance puzzle. Voice. And AI powered Unified Call Recording is the answer.

Today the majority of our business interactions are voice-based. And more than ever, those calls are happening outside of the call centre.

When those calls and conversations end, critical content and value is lost forever. Imagine losing the majority of your data every day.

Traditional approaches to call recording don’t work when calls are happening across devices and communication platforms like Microsoft Teams. Hardware costs, lack of scalability, insurmountable technical barriers, and compliance difficulties mean a new approach is needed.

Businesses are left not knowing.

With customers consistently choosing to contact brands over the phone, critical content and value is being lost every day. Businesses who aren’t capturing their voice data are left asking what their customers are saying, whether they’re satisfied, what the details of their orders were, and whether their records are up to date.

That’s why we created Dubber, the world’s #1 Unified Call Recording solution powered by the cloud and AI. It’s the only fully scalable and compliant solution that can be switched on with a click.

A data-driven approach to customer and employee experience is critical to the growth and development of an organisation, particularly In today’s hyper-competitive economy.

Unified Call Recording automatically captures every call and transforms conversations into tangible data through AI. Voice data can be used to power transcripts, real-time search, alerts, and sentiment analysis.

Only 36% of executives have real-time, highly integrated capabilities across all customer channels within their enterprise.

Data doesn’t stop with Dubber. The future of customer service will see one unified record of interactions across every channel, no longer requiring a customer to relay their entire history to each new representative they speak to. Why wait for the future? What if every customer call was automatically transcribed and logged within your company’s CRM application?

Using an open API, businesses can populate CRM tools with a unified record of customer interactions. Imagine every Salesforce record up-to-date with the most recent customer conversation: including the recording, transcript, and even customer sentiment.

The integration of business data is the foundation for superior data-driven customer experiences and compliance.

Together we can unlock the potential of voice data to power better business outcomes, enterprise transformation and business continuity.

If you’ve ever dealt with a legal hold request, you’ll know how difficult this mandated preservation of information can be to manage. But there is a solution that can reduce the cost and complexity of complying with a legal hold request.

What is a legal hold request?

A legal hold (or litigation hold) request is when legal counsel asks an organisation to preserve information that could be relevant to litigation, an audit, or investigation: including electronic records such as emails, instant messages, and voice recordings.

A company may have multiple active litigation cases – each with its own legal hold requirements. Legal holds cover anyone who might possess relevant information, called custodians. The list of custodians may change throughout the process so companies need an agile solution that can quickly and easily place new information under legal hold.

For companies with information in multiple locations such as employee devices, on-premise servers, and data centres: beware. This distribution of data could cause your risk and compliance teams a headache. Having one centralised location for records makes identifying information and placing it under legal hold much easier.

Dubber’s Legal Hold feature

Businesses can prepare for external events that might impact their business. These might include a simple late payment issue with a customer, litigation, regulatory audit, or even government investigation.

To rest assured that any voice recordings and their associated data can be held for investigation quickly, easily, and effectively, all CALL DUB and DUB AI licences now include our new Legal Hold functionality as standard. This vital compliance feature is included at no extra cost to provide reassurance that recordings can be preserved should the need arise.

How does it work?

Dubber’s Legal Hold functionality allows users to tag single or multiple recordings as held. Selecting multiple recordings at once assists organisations in complying with a legal hold request and preserving large quantities of information at short notice.

Once a recording is tagged as held it can be played, downloaded, and shared as with any other recording – but cannot be deleted under any circumstances. Held recordings are protected from erasure even when the retention period for the recording expires, if the user associated with the recording is deleted, or the overall storage period expires.

Dubber users can already store and manage all of their recorded voice data securely and efficiently in one single, consolidated archive within the cloud platform. With unified record keeping and automated retention periods, compliance procedures are streamlined and these now include legal hold requests.

Legal Hold allows users to target specific recordings for analysis without the need for technical assistance or expertise. Recordings can be tagged as held in bulk by filtering recordings by customer, keyword, or user. Only users with admin permissions can tag recordings as held, standard users are unable to use the feature or use filters to locate held recordings.

Customer experience starts and ends with customer satisfaction. But how do you know when a customer is satisfied or not?

Enterprises today measure customer satisfaction through a combination of anecdotal evidence and often slow reporting. Most see a significant gap between industry leaders and their peers. Leaders are moving to real-time and predictive views of customer experience.

And that’s where Unified Call Recording comes in.

A recent Walker Info report revealed that customer experience is overtaking price and product as a key brand differentiator. The report further shows that 86% of buyers are willing to pay more for a better customer experience.

At the core of these efforts is capturing every conversation with a customer in real-time, using AI to score the conversation sentiment, and presenting data in real-time – not just in dashboards but in every customer record.

This same data becomes the fuel for “Know Your Customer” – a key component of most global compliance mandates.

A Forbes Insights survey of 357 executives found that the benefits of data-driven customer experience are wide-ranging – including enhancing revenue generation and enabling cost reduction, as well as process efficiencies and quality improvements.

Unlocking happiness

The point of sentiment analysis isn’t just to know what was said, but to be able to do something about it. Modern Unified Call Recording platforms don’t just tell you how satisfied your customer is, they tell you how satisfied your employees are. Integrating employee experience is essential to improving customer satisfaction. Effective use of Unified Call Recording will tell you the real impact.

Recorded calls are an invaluable resource for training and quality control. Don’t throw your new staff into the deep end – show them what works well and what doesn’t during their onboarding by playing them real calls.

But don’t just take it from us, let one of our customers show you how they’re using voice data to optimise their customer experience.

A&E Auto Glass on Dubber

“The Dubber solution has been a great blessing for our company because we are able to listen to calls for quality and training purposes.”Eric Solheim, A&E Auto Glass

A&E Auto Glass are a family-owned business that has been working to provide the best windshield replacement experience for 17 years. We spoke to owner Eric Solheim about how A&E Auto Glass are improving customer experience with Dubber.

Dubber: What was the challenge that brought you to choosing Dubber?

Eric Solheim: We didn’t have call recording and wanted an affordable solution to help with dispute resolution, as well as to enhance our employee training. Our ultimate goal was ensuring customer happiness and accuracy in our communications.

D: How did Dubber help you solve this problem?

ES: Since deploying Dubber, dispute resolution has vastly improved with accurate records of conversations with customers. We know exactly what was said, which protects us against any future liability. We also use recorded calls to enhance our staff training to ensure that our customers are getting the best service with accurate information.

• 50% increase in disputes resolved in favour of the company
• 70 phones at the company
• 98% accuracy of recorded calls

D: What was the process of going live with Dubber like?

ES: We have our telephony service with Cox so Dubber was a clear choice as it’s the best deal out there with our phone system. They aren’t just the best deal though; their solution works very well and we deployed it across all 70 phones in our business.

The results have been great, 98% of the time the call is perfect quality. The Dubber solution has been a great blessing for our company because we are able to listen to calls for quality and training purposes. Not only is the price reasonable, but the customer service is very helpful and quick to respond. I would definitely recommend Dubber!

End the productivity and visibility trap

Unified Call Recording can capture customer calls and automatically log them within a CRM such as Salesforce. But to earn some serious points with your sales team, give them the gift of voice AI. This can act as a personal assistant to your sales reps: transcribing their calls so they never have to take notes ever again.

Recordings and transcripts can be used to inform lead prioritisation, the coaching of team members, and much more.

According to research by Salesforce, 67% of sales people say that enforcement of activity logging is stricter than in 2019, and 63% of reps log more details about customer interactions than they did in 2019. The reality is most sales leaders bemoan the fact that Salesforce isn’t up to date or current. What if you could automate this logging for your sales team and get them back to selling?

For most sales teams this can equate to another day of selling every week. Another day!

End not knowing

Ever wondered what was said? How the customer was really reacting?

Rather than hearsay, how about letting AI tell you.

With sentiment analysis, positive and negative conversations can be identified to coach new and existing team members, create alerts for negative calls, and track campaigns, competitors, or trends in customer enquiries.

Sales teams need to understand the needs of their customers and build trust through listening. But are they being supported by business tools, or being let down by them?

“Sales leaders today are plagued by not knowing and no one likes surprises – particularly at the end of the month or quarter. Customer experience is equally impacted as salespeople transfer what was heard into manual notes and back into CRM platforms. Unified Call Recording accelerates sales momentum – giving back valuable selling time to reps and, critically, ending not knowing. Implementing Unified Call Recording should be a priority for every sales leader.”Russell Evans, CRO, Dubber

Bring it all together

Unified Call Recording enables it all to come together. Every conversation captured from any end-point. No salesperson works on any one device or platform. We jump between Webex, Teams, mobile, and more. So record and capture every conversation and, with them all in one place, seamlessly integrate with Salesforce and your preferred data visualisation dashboard for real-time record keeping and insights. Set alerts on keywords and more.

Dubber UCR & Voice Intelligence Cloud will help clients unlock benefits of IBM’s open and unified hybrid cloud architecture, built for the telco industry and delivering security, AI-driven automation and end-to-end service orchestration.

Melbourne, Australia – Dubber Corporation Limited (ASX: DUB) (Dubber) today announced it has committed to join IBM’s (NYSE: IBM) ecosystem of partners supporting the new IBM Cloud for Telecommunications. The IBM Cloud for Telecommunications is an open, hybrid cloud architecture designed to accelerate business transformation with the power of edge and 5G and address the unique requirements of operators, partner ecosystems and their enterprise clients. Built on IBM Cloud Satellite, currently in beta, and leveraging Red Hat OpenShift, clients can deploy cloud services anywhere: on the cloud, on premises or at the edge, while addressing industry-specific regulatory and security requirements.

Dubber’s Voice Intelligence Cloud will help Service Providers deliver next-generation Unified Call Recording and Voice AI Services on a unified cloud platform. Its Unified Call Recording™ (UCR) solution will integrate and be interoperable with IBM Cloud for Telecommunications and is designed to enable Service Providers to offer solutions critical to their customers addressing compliance mandates, improving sales and service performance and unlocking the possibilities contained within voice data.

“In simple terms, by leveraging IBM Cloud for Telecommunications, Dubber can help enable service providers to differentiate and create value from the conversations occurring on the network by making call recording and voice data as a service (VdaaS) ubiquitous and open,” said James Slaney, co-founder, Dubber. “All conversations can be captured in the Cloud and converted to AI-enriched data. Dubber will make it easy to capture calls – from traditional landlines to 5G services, and end-points provisioned by the Service Provider.”

“We are excited to collaborate with Dubber as part of the IBM Cloud for Telecommunications Ecosystem, to offer telecom operators access to the best technology that can help them scale and innovate.” said Evaristus Mainsah, General Manager, Cloud, Cloud Pak and Edge Ecosystem, IBM. “The power of IBM’s Ecosystem provides clients a wide range of ways to leverage the platform, positioning them to deliver next generation 5G and Edge services; deploy and manage new cloud capabilities; and enrich relationships through AI-driven engagement.”

The IBM Cloud for Telecommunications is engineered to integrate advanced AI and automation processes at the edge and speed services deployment while simultaneously reducing overall costs. With an open, container-based architecture managed as a service, operators and their providers will be able to easily integrate, automate and orchestrate how they run network and IT workloads across any environment. The platform leverages IBM’s industry-leading encryption capabilities like Keep Your Own Key (KYOK), giving clients full control of their data.

Dubber has committed to join the IBM Cloud for Telecommunications Ecosystem, an initiative to help network equipment providers, independent software vendors (ISVs), software-as-a-service providers, and hardware partners accelerate business transformation by unlocking the power of 5G and edge. The IBM Cloud for Telecommunications is an open, hybrid cloud architecture built on IBM Cloud Satellite, currently in beta, and leverages Red Hat OpenShift to enable clients to deploy IBM Cloud services anywhere: on the cloud, on premises or at the edge, while addressing industry-specific regulatory and security requirements. Red Hat OpenShift is the industry’s leading enterprise Kubernetes platform.

For more information, please contact:

Investors

Simon Hinsleysimon.hinsley@dubber.net

+61 (0) 401 809 653

Media

Terry Albersteinterry@navigatecommunication.com.au

+61 (0) 458 484 921

Dubber “Best of Breed” UCR & Voice Intelligence Cloud selected for IBM Cloud for Telecommunications Services

• Dubber on Cisco eliminates cost, complexity and risks of legacy call recording and unlocks possibilities of voice data at scale
• Dubber Cisco Reseller Program includes access to market development funds (MDF), competitions, dedicated channel support, and access to incremental commission incentives

Melbourne, Australia, and Dallas, Texas, 2 December 2020 — Dubber today unveiled a Global Partner Program for Cisco and its resellers, supporting the recently announced availability of its Unified Call Recording (UCR) and Voice AI solution on major Cisco voice platforms. Dubber is the recording and data capture platform natively integrated into the Cisco Webex Calling Cloud Collaboration suite.

The only solution integrated and interoperable with Cisco Webex Calling, Dubber enables customers to address critical compliance mandates, improve sales and service performance, and unlock the possibilities contained within voice data. Integrated and interoperable with Cisco – and running in the Cloud. Dubber eliminates the need for costly hardware, services and lock-in contracts.

To support global customer demand, Dubber has launched a global channel program specifically for Cisco resellers that includes a dedicated portal, support programs and sales incentives.

“The integration of Dubber into the Cisco Webex Calling Collaboration suite is globally significant for Dubber and has fostered a commercial relationship that is second to none,” said Adrian Di Pietrantonio, Co-Founder & EVP, Global Channels and Alliances at Dubber. “For Cisco resellers and partners, selling UCR inside Cisco’s voice solutions creates great opportunities. It accelerates any partner’s time to market and increases revenue and customer retention, and speeds their customer’s time to outcomes. With this new partner program, we can break the limitations of application-specific legacy call recording and unlock the possibilities of voice data and AI across the most important Cisco voice services.”

The Dubber on Cisco Reseller Program includes competitions, access to significant market development funds, dedicated channel support, and access to incremental commission incentives. “We’ve made the Dubber on Cisco Reseller Program as simple and easy to access as Dubber itself,” added Di Pietrantonio. “Within hours resellers can be increasing total contract values, increasing commissions through Dubber benefits, rewarding team members for engaging in training, and differentiating like never before from the competition.”

Background:

• Available for Cisco resellers, distributors or systems integrators (SIs) currently selling Cisco Webex Calling, Cisco Unified Communications Manager (CUCM) or Cisco Hosted Collaboration Solution (HCS)
• Dubber is live and adopted as a core network service across Cisco’s Webex Calling, CUCM, UCM-Cloud, HCS, Broadworks and WX Carrier platforms
• Access more information on Dubber on Cisco
• Interested resellers can register to join introductory Dubber on Cisco webinars

The most important conversations happen over the phone: the deal you want to close, the urgent task that requires attention, and the complaint you want resolved. Unfortunately, unlike emails, there isn’t a paper trail that shows exactly what was said. Until now.

Get concrete evidence of what was said

Companies who do the majority of their business over the phone (did you know that 60% of customers prefer to call small businesses on the phone?) may struggle to find accurate proof of what was said between them and their customers. By relying on note-taking during a call, human error is inevitable. Without concrete evidence of the conversation, orders can be incorrectly fulfilled and customers can misremember what was discussed over the phone.

The solution to these challenges is a secure and scalable call recording solution that supports a businesses communications system – whether that’s fixed lines, hosted IP telephony, mobile devices, or solutions such as Microsoft Teams. With accurate proof of what was said, businesses can ensure better quality control in their order fulfillment and be better placed to resolve disputes. With AI transcription, it becomes even easier to find evidence of a conversation.

The ability to replay calls or refer to transcripts is only useful when they can be instantly retrieved. Keeping a customer waiting while you perform slow and painful SQL search just isn’t going to cut it in a world where everyone expects instant results. Businesses need to make sure they have real-time access to recordings for quick and efficient customer service.

Learn from unhappy customers

Recorded calls are also invaluable for staff training. Having real-life examples of what kind of calls to expect on the job prepares new employees for life in their role. Recorded calls can also be a great tool for the constant improvement of existing staff – especially with AI-powered sentiment analysis. Calls rated with positive sentiment can demonstrate best practice and can also highlight which employees should be rewarded for their excellent service, while those with negative sentiment can provide examples of unhappy customers and used to work out how to improve in the future.

Not only can recorded calls and their transcripts be useful for staff to refer to, they can also be a really useful tool for accurately sharing information. The ability to pass along a recording to a colleague in order to fulfil an order or solve a problem is invaluable, and recordings and transcripts can also be shared with customers for their information and reassurance.

But what about data protection?

Calls shouldn’t be made available to just anyone, and there must be security measures in place to ensure that files cannot be downloaded and shared with anyone outside the relevant parties. The most secure method of sharing recordings is with expiring links that can only be accessed by the intended recipient. These should prevent playback after a set time period, or a certain number of replays. Call recording solutions should always have access permissions to ensure that calls can only be played by appropriate employees, or supervisors only.

Case study: Dose Moving and Storage

Dose Moving and Storage is a family owned business that provides moving and storage solutions. We spoke to founder Marilee Dose about the company’s experience using Dubber.

Dubber: What was the challenge that brought you to choosing Dubber?

Marilee Dose: We wanted a record of all of our conversations with customers for improved dispute resolution, quality control, and training.

D: How did Dubber help you solve this problem?

MD: Recording our calls not only gives us concrete proof of what was said to customers, we can also securely share recordings with them so they can refresh their memory. This has been invaluable when disputes with customers arise. The ability to replay conversations has been instrumental in improving quality control within the business and we have also used recorded calls to enhance our staff training.

D: What was the process of going live with Dubber like?

MD: Dubber is very user friendly and reliable. We found the portal easy to use and we had the peace of mind that every call was automatically recorded and could be retrieved instantly.

If you’d like to learn more about how businesses are improving dispute resolution with Dubber, speak to a member of the team today.

How would your sales performance improve if you gave every salesperson back five, ten or more hours every week?

One of the first places to start is reducing admin, manual and inaccurate record keeping, and searching for what was said. While effectively documenting sales activities can be vital to ensuring customer needs are addressed and performance is monitored and improved it doesn’t need to be done by hand.

End not knowing

What if you knew what was actually said? In customer-facing roles, such as those in sales or customer service departments, time can often be wasted trying to ascertain or prove what was said during a previous conversation. In order to end not knowing, sales teams need a call recording solution that captures 100% of calls for evidence of conversations. And that’s just the beginning. If a solution has added voice AI that can transcribe speech to text, a full transcript can accompany a recording for an accurate record of exactly what was said.

Things get even more interesting when you introduce an open API to the picture. This allows developers to facilitate integrations with existing business tools and applications, including CRM systems. Call recordings and their transcripts can be stored within a customer account for detailed and accurate records of every interaction the business has had with a contact.

Discover instantly

Rather than scouring manual notes or looking at inaccurate records in Salesforce, what if every conversation was captured as it was said? Sales teams would no longer waste time doing detective work to confirm agreements or resolve disputes – their time can now be spent generating revenue for the business. With absolute proof of what was said, sales reps can refer to a recording or transcript without delay. With a user-friendly interface, or integration with a CRM application, salespeople could even refer to a previous conversation with a customer while they are talking to them on the phone.

Coach and train based on real customer conversations

Recording sales conversations creates a bank of real-life examples of customer calls, which makes ideal training material for new employees. With the addition of sentiment analysis, calls rated with positive or negative scores can be easily identified to show successful customer interactions, and the kind of negative calls they might encounter.

Case study: DeSpir Logistics

DeSpir Logistics combines the best practices of logistics and technology to pioneer a new method of secure transportation logistics. We spoke to Sierra Villarreal, who covers security and compliance, to hear more about how Dubber saves the company time.

Dubber: What was the challenge that brought you to choosing Dubber?

Sierra Villarreal: We wanted a record of our calls in order to have a record of what was agreed upon during conversations with customers.

D: How did Dubber help you solve this problem?

SV: Dubber provided a great, affordable solution that meant we had a record of every agreement made over the phone. We can get to the facts on the first phone call; instead of wasting many hours following up on phone calls and emails trying to prove something was said on a phone call.

We also use calls to help with training new and existing employees on certain situations, calls, questions, etc. Most of all, we SAVE time!! We are no longer paying employees to spend hours investigating claims a customer made on a phone that wasn’t recorded. We can now use that time on sales. The company is saving money due to investigation hours reducing because of Dubber!!!

D: What was the process of going live with Dubber like?

SV: The Dubber portal is extremely user friendly. The easy to use solution makes it easy to retrieve a call in seconds, even while on a call with a customer, meaning we can reference a conversation to confirm details of agreements and resolve any disputes with customers with absolute proof of exactly what was said.

If you’d like to learn more about how businesses save time with Dubber, speak to a member of the team today.