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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
NUWAVE delivers Dubber globally with automatic provisioning in minutes

NUWAVE delivers Dubber globally with automatic provisioning in minutes

In July of 2022, NUWAVE became Dubber’s first Operator Connect Foundation Partner. This strategic partnership decision was pivotal for both companies as the need to scale Dubber’s technology quickly and globally became a top priority.

With Dubber’s Unified Conversational Recording (UCR) capabilities integrated into iPILOT and available to all NUWAVE customers as an entry-level solution at no cost, NUWAVE deploys the Dubber platform with instantly automatic provisioning.

NUWAVE and its partners can then choose to work with Dubber to introduce customers to richer and more comprehensive conversational recording and AI solutions to address a broad range of business needs by unlocking valuable information and insights from conversations across their voice and video calls.

How Dubber and Optus delight customers

How Dubber and Optus delight customers

“Optus is a challenger brand”, says Catherine Yue, Senior Director of Mobile for Optus Enterprise and Business. “We’re not the incumbent and we are in a quite different place in the market. We need to do things differently. For us that means looking for products and services we can use to delight and inspire our customers. Things like Dubber.”

Yue says her team looks for propositions which can improve the customer experience and the employee experience for Optus’ enterprise and SMB customers. “Dubber is very much focused on both, you can see it from a management perspective and an employee perspective. It answers their need to collect better insights and improve what they are doing and that means that in turn it helps them improve their customers’ experience.”

Delighting the customer cuts to the core of Optus’ philosophy. Yue says it’s what sits at the core of mobility and how Optus aims to carve out a greater share of the B2B mobility market. It’s not only enterprise and business customers. She says: “I look at what my colleagues are doing on the consumer and prepaid markets and it’s much the same. When you’re a challenger brand you have to find different focus areas.”

Optus was first introduced to Dubber when the company’s financial services team needed to find tools that could help customers deal with compliance requirements. Dubber ticked that box. Then, Yue says; “Once we double clicked on it and saw what it could do, we realised Dubber was much larger than financial services. We talked to our customers and quickly found there are so many other use cases. It could be in retail, legal, entertainment or in healthcare. We found there is so much that our customers can do with it.”

While Dubber has the ability to drive new revenue streams for a carrier like Optus, Yue says it makes for stickier customers. “Of course we want to increase the revenue from our customer base, but we can only do that if we have a proposition which resonates with customers and adds value. We want to offer them something that’s compelling and relevant.”

It’s still early days for Optus Enterprise and Business and Dubber, yet Yue says her team are already having conversations with customers about empowering their people to elevate their work to another level. It’s no longer just about a mobile device and voice, it’s about what else can be done.

Because Dubber is native on the Optus network, Yue says it makes it simpler for customers. She says: “It’s not like you have to go through an app or anything else, you actually just make a call and it records. There’s no additional action.”

For Yue and Optus, being able to partner with technology providers like Dubber is central. “Our portfolio is stronger because of our partnership. Dubber’s experience globally and the technical resource compliments us as a carrier. The partnership with the sales and marketing teams is also valuable. We can deliver a much stronger proposition because we partner.”

 

ZIRO first to market with Dubber AI for Every User via Microsoft Teams

ZIRO first to market with Dubber AI for Every User via Microsoft Teams

  • ZIRO and Dubber sign Foundation Agreement enabling every customer to turn calls into AI driven notes and productivity outcomes for MS Teams
  • Launch of Revolutionary out-of-box productivity for MS Teams, with ZIRO embedding Dubber Moments subscription as a standard feature for every user
  • ZIRO and Dubber collaborate on growth, upsell to Dubber Notes for MS Teams
  • ZIRO launching Dubber Moments and Dubber Notes for MS Teams launching January 2023

Melbourne, Australia, LONDON, DALLAS – 7 December 2022 — Dubber Corporation Limited (ASX: DUB), the leading conversational intelligence and unified recording platform for service providers and their customers globally, announced it has signed a Foundation Partner agreement with ZIRO, based in South Denver, Colorado, servicing customers in Canada and the United States. The partnership agreement encompasses a range of Dubber’s products, as well as newly released Dubber Moments and Dubber Notes for MS Teams. ZIRO will be launching the relationship to their customers in January 2023 with Dubber supporting their growth via the Dubber Foundation program.

ZIRO is focused on delivering increased value to their end users. By embedding Dubber Moments within all MS Teams subscriptions provided by ZIRO, their end users get an out-of-the-box productivity feature, with outstanding user experience, differentiated from other providers and powered by Dubber.

Dubber Moments users have the option to upgrade with a click to the fully featured Dubber Notes for MS Teams subscription, which provides a complete automation of meeting and call note taking including AI features such as auto actions items, sections of conversations, speakers, topics and Dubber Moments. Via a collaborative process between Dubber and ZIRO through various channel marketing activities, users will be shown the benefits of upgrading to Dubber Notes for MS Teams.

Dubber’s Unified Recording and Unified Recording + Insight suite of packages will also be available via ZIRO.

Steven Karachinsky, CEO, ZIRO:

“We’re thrilled to partner with Dubber because they share our passion for innovation and no-hassle values. They take recording to a whole new level by making it accurate, compliant, and actionable. That speaks volumes to us and to our customers, especially those in healthcare and financial institutions. How many times have we sat in meetings and either forgotten to take notes or dreaded making sense of a native app’s transcription? With Dubber, those days are over.

“We look forward to working with Dubber and to continue providing more value to customers by making UC easier than ever.”

Steve McGovern, CEO, Dubber:

“We’re really pleased to be launching a ‘Notes’ based Foundation program with ZIRO which will enable a fantastic user experience for their customers. ZIRO’s passion for innovation and market leading features for their Unified Communications services fits perfectly with the aspirations of Dubber’s ground-breaking platform. Customers can put away their pen and paper and enjoy AI driven note taking as a source of information and productivity without having to rely on ‘whole of conversation’ transcription.

“We look forward to working with ZIRO to help them capitalize on their differentiated product offering to continually deliver more outcomes for more customers, turning UC into an increasingly valuable tool at the core of everyday life and business workflows.”

Background:

The Dubber Foundation program is a solution and engagement model which sees Dubber being made available for every user opening up capabilities for differentiation at a Service Provider level.

With the Foundation program a Dubber product is embedded as a standard feature into every service to the end customer. The program then sees both Dubber and the Service Provider engage directly with the customer to introduce higher value products which provide benefits to the customer and drive accretive revenues, improved margin, differentiation and retention for the Service Provider.

About ZIRO:

ZIRO is the only solution provider making Unified Communications simple and easy. We help enterprise IT teams select, set up, and manage their phone, contact center, and meeting room tech with a partner they can trust. With over a decade of UC know-how, ZIRO is changing the status quo so companies can solve their biggest IT challenges without the hassle. For more information, visit https://goziro.com.

About Dubber:

Dubber enables Service Providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention, and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks.

For more information, please visit Dubber on www.dubber.net or contact:

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

Ziro Investors & Media
Achim Klor
aklor@goziro.com
+1 514-379-2128

NTSCOM Selects Dubber for Unified Recording & Conversational Intelligence

NTSCOM Selects Dubber for Unified Recording & Conversational Intelligence

  • NTSCOM launches Dubber for Microsoft Teams across its broad installed base
  • NTSCOM utilizing Dubber’s existing integration for MS Teams via iPILOT, servicing enterprises in North America, EMEA and South East Asia
  • Dubber – a leading certified recording service for compliant call recording on Microsoft Teams – enables NTSCOM customers and its partners to switch on and deliver value immediately, with first significant large enterprise commencing deployment
  • Enhances Dubber’s position as the supplier of choice for MS Teams via Service Providers

Melbourne, Australia, and LONDON, DALLAS – 7 December 2022 — Dubber Corporation Limited (ASX: DUB), the leading conversational intelligence and unified recording platform for service providers and their customers globally, announced that it has signed an agreement with NTSCOM. NTSCOM is headquartered in Las Vegas, Nevada, and delivers services across the United States and internationally.

Dubber will further elevate NTSCOM offerings to automate conversational intelligence and unified recording, extending its ability to bring innovative solutions to Microsoft Teams. With a broad installed base spanning government, education, and healthcare sectors – all heavily regulated industries – Dubber’s compliant conversational intelligence will ensure regulatory mandates are met and the insights contained revealed.

Michael Abenhaim, Dubber SVP of Americas:

“Dubber’s service, integrated with iPILOT, will be seamlessly provisioned with NTSCOM offerings and Microsoft Teams, enabling Dubber to be uniquely delivered as a service so that NTSCOM, its customers, and partners can switch on and deliver value immediately.

NTSCOM is an important component of our service provider partnership strategy and we aim to become a key attribute to their success. By coming together, we provide the key value differentiation customers are looking for, and service providers require, to continue meeting the needs of the quickly evolving telecommunications landscape. Everyone at Dubber and NTSCOM is very excited by this new partnership.”

Aaron Barnes, NTSCOM CEO:

“We are thrilled to partner with Dubber as their solutions are a natural fit into our current offerings and are immediately available from our network. We have already commenced deploying Dubber services into major enterprise accounts such as TD SYNNEX and Konica Minolta.

While compliance recording and analytics are integral to furthering our customers’ experience, we’re equally excited about the opportunity to address the need for automated workflows and productivity based insights on Dubber. Adoption of the Dubber platform illustrates NTSCOM’s commitment to delivering the best-in-industry solutions to enhance our customer experiences.”

About NTSCOM:

NTSCOM was established in 1988, and now with over 200+ employees nationally and the #1 MSP for Nuwave’s iPILOT, we are here to help enhance and contribute to the growth of the tech world in the best way possible. NTSCOM provides strategic consulting technology services and managed services to commercial, not-for-profit, and government organizations. Our risk mitigation and disaster recovery processes can mobilize the right people, with the right skills, to ensure organizations obtain long-term success with their technology goals.

As a Microsoft Operator Connect partner, NTSCOM has over 20 years of experience in the carrier industry. Together with iPILOT, NTSCOM automates both Direct Routing and Operator Connect capabilities for carrier-hosted session boarder controllers (SBCs), on-premises SIP trunks, or bring-your-own SBCs, carriers, and operators.

NTSCom is a Global telecom solutions provider, together with its subsidiaries and partners operate as an Integrated Communications Service Provider. NTSCom provides a range of communications services for business telecom channels.

NTSCom’s services include Local and Long distance, Toll-Free, SMS / MMS, Voice, Internet access, Broadband and our first in class provisioning tool, iPilot.

NTSCom is headquartered in Las Vegas, services are delivered across the United States, Western Europe, and Southeast Asia via our vast cloud network. In addition, we offer termination and origination, International Termination, local and long-distance voice telephone services.

About Dubber:

Dubber enables Service Providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention, and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks.

For more information, please contact:

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

NTSCOM Investors & Media
Ashley Donahue
SVP of Business Development and Marketing
+1 725 228 9765

For more information, please visit NTSCOM at www.allipilot.com

Dubber and NTSCOM to expand the delivery of industry-leading intelligent unified recording solutions in the US

Dubber and NTSCOM to expand the delivery of industry-leading intelligent unified recording solutions in the US

We are pleased to announce that we have formally partnered with NTSCOM who is launching Dubber solutions through iPILOT across the United States!

NTSCOM is a Microsoft Operator Connect partner with 20+ years of experience in the carrier industry.  Together with NUWAVE’s iPILOT, NTSCOM automates both Direct Routing and Operator Connect capabilities while solving for carrier-hosted SBCs, on-premises SIP trunks, or bring-your-own SBCs, carriers, and operators. Headquartered in Las Vegas, Nevada, NTSCOM delivers services across the nation as well as internationally in Western Europe and Southeast Asia.

As an integrated global telecommunications solutions provider, NTSCOM provides a range of communications services for business telecommunication channels. Natively integrated into the iPILOT provisioning -portal, partnering with Dubber enables NTSCOM’s offerings to include seamless automation for unified recording and conversational intelligence, expanding the distribution of industry-leading solutions and enhancing customer experience and business intelligence.

Commenting on the announcement, Aaron Barnes, NTSCOM CEO said: “We are thrilled to partner with Dubber as their solutions are a natural fit into our current offerings and are immediately available from our network. We have already commenced deploying Dubber services into major Enterprise accounts such as TD SYNNEX and Konica Minolta.

While compliance recording and analytics are integral to furthering our customer experience, we’re equally excited about the opportunity to address the need for automated workflows and productivity based on Dubber insights. Adoption of the Dubber platform illustrates NTSCOM’s  commitment to delivering the best-in-industry solutions to enhance our customer experiences.”

As NTSCOM serves customers across government, education, and healthcare sectors, complying with industry regulations and mandates is of the utmost importance. Dubber’s compliant conversational intelligence platform plays a crucial role in ensuring compliance mandates are met for both internal and external duty of care standards. Dubber’s software entitles NTSCOM’s customers to use conversational intelligence to reveal insights that are aligned with industry regulations and guidelines.

This strategic partnership mutually benefits both companies as NTSCOM brings forward solutions to improve customer experience, Dubber is deploying solutions and expanding its reach across the United States.

“Our service, integrated with iPILOT will be seamlessly provisioned with NTSCOM offerings and Microsoft Teams, enabling Dubber to be uniquely delivered as a service so that NTSCOM, its customers and partners can switch on and deliver value immediately.

NTSCOM is an important component of our service provider partnership strategy and we aim to become a key attribute to their success.  By coming together we provide the key value differentiation customers are looking for and service providers require to continue meeting the needs of the quickly evolving data-shaped landscape. Everyone at Dubber and NTSCOM is very excited by this new partnership.” – Michael Abenhaim, Dubber SVP of Americas Sales.

Vodafone Selects Dubber for UK & Europe Mobile Networks

Vodafone Selects Dubber for UK & Europe Mobile Networks

  • Comprehensive agreement framework with Vodafone Group
  • Dubber released on Vodafone mobile networks targeting business customers of Vodafone initially in the UK and Germany
  • Transition of existing Mobile Recording subscribers to the Dubber Platform commenced
  • All of Dubber’s existing Unified Recording feeds will be available to Vodafone business
    customers (including Cisco Webex, Microsoft Teams and RingCentral)

Melbourne, Australia and LONDON – 1 December 2022 — Dubber Corporation Limited
(ASX: DUB), the leading conversational intelligence and unified recording platform for service providers and their customers globally, has reached an agreement with Vodafone Group Plc to offer recording and AI services directly from Vodafone mobile networks, targeting Vodafone business customers initially in the UK and Germany.

Vodafone will capitalise on Dubber’s platform and alignment to a Service Provider’s method to market, to enable Vodafone to seamlessly deliver recording and conversational AI capabilities across Mobile and Unified Communication services (including Cisco Webex, Microsoft Teams and RingCentral) across multiple European markets. A single view of conversations with end users across fixed and mobile networks will also deliver new personalised services and provide better customer experience.

Work has commenced to migrate Vodafone’s existing mobile recording customer base to an improved service on the Dubber platform and the companies will jointly explore new commercial opportunities to deliver additional Dubber services to Vodafone customers.

Barry McSorley, Head of Unified Communications and Platforms, Vodafone, said: “We are drawing on the strength of our geographical presence coupled with Dubber’s market-leading platform to help our business customers transform their interactions with end-users. Greater data insights and enhanced compliance across multiple markets with a common, advanced hosted recording service, enables our business customers to expand and improve customer trust and loyalty with their own customers.”

Steve McGovern, CEO, Dubber, said: “Vodafone is a very important relationship for Dubber and we are pleased to partner with them in Europe to support the needs of their business customers with unified recording and conversational AI directly from the Vodafone mobile network.”

“Dubber is about cost benefits, technology advantage and speed of provisioning and this will enable Vodafone to expand its existing recording subscriber base to a broader range of businesses. The calls across the Vodafone network contain an enormous amount of content, and deployment of the Dubber platform will enable an expansive range of differentiated products and services.”

“Dubber and Vodafone have developed a strong co-engineering relationship with cross-company teams working together to plan, design, and develop the next generation of recording supported by a shared vision for a fully automated and self-service cloud solution.”

“Our initiative with Vodafone will deliver accretive revenue for Dubber and a larger addressable market. We look forward to extending our relationship with Vodafone into the future with a platform that will evolve and deliver greater value into the Vodafone network.”

ENDS

About Dubber:

Dubber enables Service Providers to unlock the potential of the network – turning every conversation into an exponential source of value for differentiated innovation, retention, and revenue. Listed on the ASX, Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks.

For more information, please visit Dubber on www.dubber.net

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

EMEA Media
Annabel Clementson
annabel@wearetfd.com
+44 (0)7951 786 435

For more information from Vodafone Group contact: Media Relations – GroupMedia@vodafone.com

 

About Vodafone:

Unique in its scale as the largest pan-European and African technology communications company, Vodafone transforms the way we live and work through its innovation, technology, connectivity, platforms, products and services.

Vodafone operates mobile and fixed networks in 21 countries, and partners with mobile networks in 48 more. As of 30 June 2022, we had over 300m mobile customers, more than 28m fixed broadband customers and 22m TV customers. Vodafone is a world leader in the Internet of Things (IoT), connecting around 160m devices and platforms.

We have revolutionised fintech in Africa through M-Pesa, which celebrates its 15th anniversary in 2022. It is the region’s largest fintech platform, providing access to financial services for more than 50m people in a secure, affordable and convenient way.

Our purpose is to connect for a better future by using technology to improve lives, digitalise critical sectors and enable inclusive and sustainable digital societies.

We are committed to reducing our environmental impact to reach net zero emissions across our full value chain by 2040, while helping our customers reduce their own carbon emissions by 350m tonnes by 2030. We are driving action to reduce device waste and achieve our target to reuse, resell or recycle 100% of our network waste.

We believe in the power of connectivity and digital services to improve society and economies, partnering with governments to digitalise healthcare, education and agriculture and create cleaner, safer cities. Our products and services support the digitalisation of businesses, particularly small and medium enterprises (SMEs).

Our inclusion for all strategy seeks to ensure no-one is left behind through access to connectivity, digital skills and creating relevant products and services such as access to education, healthcare and finance. We are also committed to developing a diverse and inclusive workforce that reflects the customers and societies we serve.

For more information, please visit www.vodafone.com, follow us on Twitter at @VodafoneGroup or connect with us on LinkedIn at www.linkedin.com/company/vodafone.

Investor Update: AGM 2022 Strategy Overview

Investor Update: AGM 2022 Strategy Overview

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

Gamma selects Dubber for Intelligent Recording on Microsoft Teams

Gamma selects Dubber for Intelligent Recording on Microsoft Teams

  • Gamma launches Dubber intelligent call recording and Dubber AI, enabling partners and customers to unlock the value in voice
  • Dubber is the exclusive vendor for MiFID II compliant call recording on Microsoft Teams via Gamma partners
  • Available across Gamma’s Microsoft Teams voice enablement portfolio
  • Dubber is a leading certified recording service for compliant call recording on Microsoft Teams

London, United Kingdom; Melbourne, Australia – 15 November 2022 — Dubber Corporation Limited (ASX:DUB), the leading conversational intelligence and unified recording platform for service providers and their customers globally, is pleased to announce it has been selected by Gamma Communications plc (“Gamma”). Gamma can now provide intelligent call recording as a service, applicable for general business and regulated compliance requirements, plus Dubber’s leading conversational AI on Microsoft Teams.

Gamma is one of the most significant telecommunications service providers in the United Kingdom. Their network of over 1,600 channel partners will now be able to sell Dubber across all of Gamma’s Microsoft Teams voice enablement portfolio. Gamma has been a Gold Partner with Microsoft for 15 years and is one of a small, select group of providers specifically picked by Microsoft to offer Operator Connect in the UK.

In November 2021, Dubber was one of the first solutions to achieve certification for compliant call recording on Microsoft Teams. Dubber’s technical ability has provided benefits to companies of any size to ensure voice conversations on Microsoft Teams are recorded and stored in a compliant manner.

Businesses with a regulated recording need can now enhance their activities by utilising the advanced Dubber platform, which unlocks the value in conversations with conversational intelligence, and real-time text and speech-based insights to improve information accuracy, productivity and streamlined communication.

Simon Broadbent, SVP of Sales, Dubber EMEA: “The Dubber team are proud and excited to partner with Gamma to bring intelligent conversational capture on Microsoft Teams recording to their extensive network of channel partners and loyal customer base.

The unique thing about Dubber is that it is delivered as a service enabling Gamma, its customers and its reseller network to switch on and deliver value immediately.

Gamma has been at the forefront of the unprecedented adoption of Unified Communications in the UK market in the last 15 years. This partnership presents a great opportunity to further conversational intelligence innovation for Microsoft Teams users going forward.”

Chris Wade, Chief Marketing and Product Officer, Gamma: “It’s widely reported that three-quarters of conversations taking place at work over collaboration tools such as Microsoft Teams will be recorded by 2025. That clearly shows that this capability is driving improvements in customer experience, training and compliance across voice and video.

We’ve teamed up with Dubber so our Channel Partners can offer this valuable service to their customers, enabling them to unlock the value in voice AI technologies through Gamma to capture critical voice data securely.”

About Dubber:

Dubber enables service providers to turn existing networks and services into an exponential source of value for differentiated innovation, retention, and revenue. Dubber is the clear market leader in conversational intelligence and unified recording – embedded at the heart of over 175 service provider networks and services and used daily by over 580,000 subscribers worldwide.

For more information, please visit Dubber at www.dubber.net

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

EMEA Media
Annabel Clementson
annabel@wearetfd.com
+44 (0)7951 786 435

 

About Gamma:

Gamma is a leading supplier of Unified Communications as a Service (UCaaS) in the UK, German, Spanish and Dutch business markets. It is AIM listed and employs 1650 people. With a range of UCaaS, Mobile and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.

Gamma’s largest market is in the UK where the company’s network-based services are supplied to SME, Public Sector and Enterprise markets through a network of 1000+ channel partners and its own direct sales and support capabilities. In 2021 Gamma acquired Mission Labs, a well-established UCaaS technology business which has built a reputation for creating technologically advanced solutions and delivering great service to its customers and partners. The acquisition has enabled Gamma to enhance and expand its cloud contact centre (CCaaS) technology as well as accelerate its digital channel strategy.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers largely via a network of channel partners in Germany, Spain, and the Benelux region.

Contact
Paul Aitkenhead, 07791569612
paul.aitkenhead@gamma.co.uk

Podcast | In vs. On – How to turn every conversation into an infinite source of revenue

Podcast | In vs. On – How to turn every conversation into an infinite source of revenue

“Once you understand what isn’t working… the answer really becomes more clear,” says Michael Abenhaim, SVP of Americas Sales at Dubber.

Abenhaim describes a seismic challenge facing the service provider community and discusses a path forward. Native services and applications offered at a higher margin and lower cost, underpinned with 100% customer ownership will, according to Abenhaim, deliver the differentiation SPs and customers are looking for, but without deep partnering this solution is still difficult to realize. “By making conversational intelligence native on their network, service providers set the building blocks in place to deliver unique and valuable intelligence back to their customers in ways others are not or cannot,” Abenhaim adds.

In this podcast, Abenhaim opens the idea of conversational data as a place for providers to tap into, offering their customers an invaluable intelligence resource, and unlocking an underpenetrated revenue stream.

Dubber enables SPs to create infinite value by using technology to generate visibility within networks. Unlocking the value of the network starts IN the network.

 

Listen to the full podcast

Easy recording makes light work of call centre training

Easy recording makes light work of call centre training

Skills trainers know learning by example is an effective and fast way to teach new ideas. One of its strengths is in helping learners understand how to avoid common mistakes.

We learn by example all our lives. As small children we work out general rules by observing good and bad examples in the world around us.

As adults, we sharpen skills or improve techniques by observing best practice.

That was easier when we all worked side-by-side. The Covid pandemic and dealing with remote workforces brings new challenges for trainers.

Learning by example

Now customer service team leaders can use learning by example to train call centre staff.

At Devonport City Council in Tasmania, Customer Services Coordinator Danielle Harvey asks team members to identify calls that she should listen to in order to provide coaching on providing better answers.

The Council uses Dubber’s cloud-based call recording software simplifies capturing calls for training use.

This approach works just as well when teams are dispersed. Because Dubber is cloud-based, it captures calls in a central location where they can be shared with every team member.

Teams or individuals can review earlier calls and identify points where conversations took a turn for the worse.

Likewise, they can review calls, listening and analysing successful conversations. Trainers can build a library of real world best-practice examples.

Identify knowledge gaps

By listening to team members’ calls, trainers can identify knowledge gaps where staff might need extra coaching.

Soma IT,  a managed services provider, uses Dubber to review calls made by staff. COO Aaron Prout says his organisation makes sure team members have a full understanding of the products and services they sell. If not, extra training is given.

They can get a better understanding of how callers respond to scripts or set questions. It may be that these need tweaking to be better understood or to get better answers.

Leaders can identify if team members miss opportunities to upsell. This can involve playing calls back and then reminding team members: “this point in the call would be a good moment to mention X”.

The flip side of this is training team members on what they should not say.

Australia’s anti-hawking legislation means financial services businesses are not allowed to cross sell.

Avoid problems

Reviewing calls means trainers can identify where team members get close to crossing the line. They can coach them on how to avoid problems.

Dubber is ideal for recording calls for training use. It’s cloud based and works at the network level.

That means team leaders can cost-effectively capture all incoming voice communications. It doesn’t matter if they are traditional land-line, VoIP, mobile or via Zoom, Webex or Microsoft Teams, Dubber will get them all. Dubber can also capture calls when team members work from home.

Trainers can instantly replay calls recorded using Dubber anywhere they have a connection. There’s a web portal and a mobile app. Searching for specific calls is simple with a “google-like” search. Calls can be accessed by team member, customer or by using keywords.

Learn More

If you would like to discover how Dubber’s Unified Call Recording and Voice AI can help your call centre training, contact us today.