Learn

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.

Melbourne, Australia: 25 October 2022 — Dubber Corporation Limited (ASX:DUB), the leading unified call recording and conversational intelligence platform to global telecommunication Service and Solution Providers, today released its 1Q FY23 Appendix 4C and Quarterly Activities to 30 September 2022.

1Q FY23 Commentary

• Operating cash receipts for the quarter were $9.5m (up 42% QoQ)
• Operating cash costs increased by $500k in the September quarter to $20m
• Net cash operating outflows were reduced by $2.5m compared with the June quarter.
• Cash on hand at 30 September was $73.8m. Dubber is fully funded to operate cash flow break even.
• Revenue was $6.6m (down 3% QoQ, up 10% YoY)
• Dubber extended its Service Provider footprint with commercial agreements with Ziggo (Vodafone Netherlands), 3 (UK) and NTS (USA)
• Dubber was accepted for the ‘IP Co-sell’ programme with Microsoft.

Dubber announces the 2022 Notice of Annual General Meeting of Shareholders will be held at 4:00pm (AEDT) on Monday, 21 November 2022. This year’s meeting is hybrid and will be held virtually via a web-based portal and physically at Punthill Little Burke Apartment Hotel, Lonsdale Room, 11-17 Cohen Place, Melbourne Vic. 3000.

The Explanatory Statement to the Notice of Meeting provides additional information on matters to be considered at the Meeting.

Shareholders who wish to attend the Meeting virtually must first register their attendance with the Company by no later than 4:00pm (AEDT) on 20 November 2022, the day prior to the day of the Meeting, by email to the Company Secretary, Ian Hobson at ian.hobson@dubber.net.

Please include the Shareholder’s name, address and HIN or SRN when registering with the Company Secretary. The Company will then email the details to participate in the virtual Meeting via zoom (a web-based meeting portal) to the Shareholder.

The Notice of Annual General Meeting, Explanatory Statement and Proxy Form should be read in their entirety. If Shareholders are in doubt as to how they should vote, they should seek advice from their independent professional advisers prior to voting.

Should Shareholders wish to discuss any matter please do contact the Company Secretary by telephone on +61 (0)8 9388 8290.

Adam Cleary says Dubber enables them to meet customer demand. The Southern Sales Manager for Next Telecom says: “Having Dubber means people come to us and buy our solution where they want call recording for Microsoft Teams Calling or need it as part of a bigger picture. It’s an untapped space – there aren’t many people out offering a complete Teams package right now; Dubber means we are.”

Next Telecom began working with Dubber when it saw fast rising market demand for cloud-based call recording. The Australia-based provider of wholesale telecommunications products and services sells to clients around the world. Today Next Telecom has operations in Australia and New Zealand and globally via parent company Comms Group.

“A lot of businesses have been moving into direct routing and Microsoft Teams Calling. The trend really accelerated in the last couple of years with the pandemic. Once they’ve migrated across to the platform, they realise they need to add call recording. It may have been something they previously did with on-premise systems, but now realised it was missing”, Cleary says.

He says Next Telecom needed a product to meet growing customer demand: “They need call recording for compliance or employee coaching.”

Dubber gives Next Telecom a way to generate revenue and boost ARPU. Cleary says “We’re seeing approximately a 50% revenue increase per user when we add Dubber to a standard Teams Calling plan”.

Also importantly, it means Next Telecom can offer an end-to-end Teams solution. He says: “There are a lot of people offering Teams, but without call recording, it is not complete. With Dubber call recording together with our contact centre solution and analytics solution we can cover 90 per cent of the needs of the market that we deal with.”

This gives Next Telecom an important point of differentiation. Cleary says most of the companies offering Teams Calling can’t offer as much: “We wanted to be able to tell clients that we can do the lot and address all their requirements.”

While Dubber does generate revenue for Next Telecom, it is equally powerful for the way it enables Cleary to win new clients that might otherwise look elsewhere. He says one large client representing a significant amount of business needed cloud call recording as part of the solution and offering Dubber helped him secure the contract.

Cleary says: “We needed a call recording platform that worked with Microsoft Teams and spoke to a few vendors. At first, we ran with a different platform before we were introduced to Dubber but switched quickly mainly because Dubber has a simpler interface, is easier to use and has a more competitive price.”

Now Cleary uses that simplicity as a selling point when he shows Dubber to his clients: “The first time I demoed Dubber was five minutes after someone gave me the login details to a demo portal. I was demoing it for the first time and had no dramas.”

The depth of partnership and local support provided by Dubber is also a huge advantage. It is a genuine partnership that goes beyond product and technical support – Next Telecom can call on the Dubber team to support RFPs as well as larger customer opportunities.

Managed services provider BizPro IT Services is a Next Telecom reseller. Director Jae Atkins says he uses Dubber in the business and uses the experience to help sell it to his small business customers.

He says: “As a managed service provider, we deal with people who are having computer issues and that means they are already frustrated when they call us. We had a few issues where clients were being difficult and getting aggressive. With Dubber call recording I can easily find and listen to a call and coach the staff member on how to handle the incident.”

Atkins says, “Now we’re taking that to our clients. Because Dubber has worked so well for us, we can share our experience to sell more.”

There is a massive migration to cloud-based products, particularly with the growth in hybrid and remote working. He says: “It’s become essential for small to medium businesses to move on-premise solutions into the cloud – and Dubber being a cloud solution is an important selling point.”

Atkins, like Cleary, is drawn to Dubber’s simplicity. He says being able to simplify technology for his customers is a large part of what BizPro does. “The responsibility is on us to make sure we are offering the best vendor solutions. Offering a complete solution gives us the best opportunity with clients. We try to simplify everything for our clients.”

Conversations with leading service providers reveal common themes.

• How do we increase margins  at a time when lower yield UC services are an increasing part of our overall sales?
• How do we deliver value from heavy infrastructure investments like 5G?
• How do we differentiate our services and create new sources of value?

Answering these questions often started with new offerings running over the top of the network. Could we offer streaming services? Could we sell applications? Could we bundle tangential services – like contact centre software?

The answers to these questions lead to a new set of issues. Costs and complexity of sales and marketing increased. Margin was small and elusive. Service and maintenance costs escalated as the Service Provider often became the first point of contact for issues related to third-party services. And, because often what was offered elsewhere, differentiation was weak.

The net result was more money was made by those running on the network, with value accruing to them and not the Service Provider – and the Service Provider incurred the costs of running the network.

“There is probably no other industry that has contributed more in the last 25 years to the welfare and productivity and expansion of economies as the telecom sector. … And you are right. We have not been able to capture a significant part of the new value chain.

… Today roughly 56 per cent of the capacity of the network—of the European networks in this case—is being used by only five over-the-top [OTT] players that pay nothing for the use of the network.”

José María Álvarez-Pallete López ,chairman and CEO of Telefónica S.A. and board chairman of GSMA, Mckinsey Journal, 2022

In the network is the answer.

Service Providers are increasingly scaling back non-core over-the-top service offerings, reducing cost and complexity and returning their focus to extracting the value from services in the network.

This shift in focus is increasingly centred on one of the primary reasons networks exist – conversations in all their forms: voice, video, and text. Rather than simply focusing on monetising the connection that makes the conversation possible, the question is how to turn those conversations into a source of value for the customer and Service Provider.

A new generation of network-embedded services unlocks the ability to turn conversations into data and render that data meaningful through AI, machine learning, and natural language processing.

Imagine a Cisco Webex meeting taking place and the actions automagically summarised in a branded widget exclusive to a Service Provider and their customers. Or a crucial moment in a conversation between a tradie and their client being transcribed and summarised in a text for the tradie to share with other workers on the job. How about a customer satisfaction app unique to a Service Provider summarising customer satisfaction ratings from that day’s service calls, keywords, and agent performance?

Before today, doing any of this required heavy-weight enterprise applications, complex integration and a myriad of increasingly complex services.

Today, this is possible thanks to a new generation of network native services, instantly provisioned and integrated with the Service Providers’ billing engines. The workloads and costs associated with legacy transcription services are replaced with new services concentrating on where the conversations’ value occurs. And critically, the resulting data becomes a customer magnet, reducing churn and creating a foundation on which any number of new innovative services can be created.

Unlocking the value of the network starts in the network. It is the first place to begin improving revenue, retention and innovation.

Service Provider Trends Outlook 2022.

Why Enterprises Are Looking to Switch Service Providers in 2022 – And What You Can Do to Stop It. Explore all the findings in Service Provider Trends Outlook 2022.

May of 2022, Medicare & Medicaid Services mandated specific compliance and recording changes that go into effect on October 1st 2022. During the enrollment period, Medicare & Medicaid Services will require all supplemental insurance sellers to record and retain all marketing and sales conversations for 10 years.

Under the Affordable Healthcare Act, the Centers for Medicare & Medicaid Services (CMS) ruling progresses its strategic vision of expanding access to affordable health care and improving health equity. The ruling will affect and support the 53 million Americans enrolled in Medicare health or drug plans and their healthcare providers.

“This spring, Centers for Medicare and Medicaid Services (CMS) announced Final Rule CMS-4192-F. Part of this ruling requires Third Party Marketing Organizations (TPMO) (TPMO definition includes organizations and individuals, including, independent agents and brokers) to record all sales and marketing interactions in their entirety, including plan enrollment, with beneficiaries that take place over the phone. This applies to all current and new Medicare Advantage and Medicaid beneficiaries. Agents are also required to maintain these recordings for 10 years. Please note that we’ll be requesting the required call recordings when we perform our sales audits.” – Premera Blue Cross

Among these changes, the ruling notes:

CMS is finalizing changes to marketing and communications requirements that will protect Medicare beneficiaries by ensuring they receive accurate and accessible information about Medicare coverage.

As healthcare agents and insurance brokers are third-party marketing organizations, to retain an accurate record of contact, they are mandated to record all calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.

With Dubber’s conversational call recording and intelligence platform, healthcare professionals and the healthcare industry are able to meet these new requirements:

• Compliance and regulatory management
  Compliantly record, securely store and encrypt all conversational data required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more in the Dubber Conversation Intelligence Cloud.
• Critical data archiving and record management
  Capture, preserve, recover and archive valuable conversational data. Empower comprehensive and continuous compliance control. Enact legal hold.
• Rapid investigations and discoverability
  Real-time search and reporting. Surface crucial conversations to support rapid investigation and effectively respond to audit requests quickly and accurately.
• Integrate
  Easily integrate metadata and insights using the Dubber API with compliance management platforms, CRM and big data sets.

With a compliant, cost-effective and secure conversation capture solution, available via a SaaS model, healthcare providers and agents can not only meet the new legal mandate, but they can reduce their risk, monitor processes and patient service, all while eliminating errors in communication. Dubber is deployed immediately to satisfy the voice-based record-keeping needs of operations and patients to meet both the external and internal duty of care standards.

As healthcare agents and insurance brokers are third-party marketing organizations, to retain an accurate record of contact, they are mandated to record all calls with both clients and prospects where Medicare Advantage and Medicare Part D plans are discussed.

With Dubber’s conversational call recording and intelligence platform, healthcare professionals and the healthcare industry are able to meet these new requirements:

• Compliance and regulatory management
  Compliantly record, securely store and encrypt all conversational data required by HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more in the Dubber Conversation Intelligence Cloud.
• Critical data archiving and record management
  Capture, preserve, recover and archive valuable conversational data. Empower comprehensive and continuous compliance control. Enact legal hold.
• Rapid investigations and discoverability
  Real-time search and reporting. Surface crucial conversations to support rapid investigation and effectively respond to audit requests quickly and accurately.
• Integrate
  Easily integrate metadata and insights using the Dubber API with compliance management platforms, CRM and big data sets.

With a compliant, cost-effective and secure conversation capture solution, available via a SaaS model, healthcare providers and agents can not only meet the new legal mandate, but they can reduce their risk, monitor processes and patient service, all while eliminating errors in communication. Dubber is deployed immediately to satisfy the voice-based record-keeping needs of operations and patients to meet both the external and internal duty of care standards.

A common theme emerges in our conversations with service providers – how to drive differentiation from the massive investment in new technology such as 5G and Unified Communications while at the same time increasing revenue and EBITA performance.

The answer is in the network – in every conversation. That’s why we’re excited to be at Mobile World Congress, Las Vegas, showcasing how the Conversation Cloud and Dubber platform can deliver data-rich insights gathered across any platform on any device. Adding AI to every end-point unlocks revenue, retention and differentiation.

Gartner predicts that “By 2025, 75% of conversations at work will be recorded and analyzed, enabling the discovery of added organizational value or risk.”

This supports the demand for call recording and conversational intelligence we are experiencing today. Differentiation is critical to driving revenue and retention. Unlocking the insights hidden within conversational data exposes opportunities for improving CX, EX, productivity, training, expedited dispute resolution, and areas where revenue is lost.

We are unlocking this significant market opportunity with our more than 175 service provider partners.

See us at booth W2.910, where the Dubber team will demonstrate how the Dubber platform is modernizing over 175 service providers’ approaches to recording by unifying content and data from all end-points and enriching every conversation with AI-powered Conversational intelligence. Don’t miss out!

Come by and receive a demo! We’ll have all the usual conference fanfare – great prizes, a sentiment analysis game, and a great magic act that you will have to see to believe!

So if you are attending #MWC22, visit the Dubber team for a chat and a demo on how putting Dubber on your voice, video, and chat offerings can help deliver ROI on your 5G investments. You don’t want to miss this!

“We’re in a really significant wave of change,” says Andy Lark, CMO of Dubber. As ever, according to Lark, the economics of change quietly move the more visible technology of change. The need for companies to grow revenue and to improve revenue, are causing them to look for, and in some cases, to allow for, technology advancements that can enable them to achieve their goals.

In this podcast, Lark stresses the accessibility of those improvements and the centralist of the SP. Cloud communications, cloud computing, AI and ML, are delivering technologies that were once available only to the world’s largest technology companies to now be available to the local veterinarian.

“What if there was no gap,” speculates Lark about the way that sales teams often ignore sales tools such as CRMs. Events, ideas, and comments are literally lost, and a valuable, well-intentioned sales process is undermined.

Now, according to Lark, there’s the possibility of recording and capturing events, ideas, and comments in a way that really works with the personas of the people involved. SPs looking to monetize opportunities, need to take a close look at these possibilities for their customers. Lark tells us that productivity improvements can be sold but it must be tangible. Being able to give back a customer the lost time he now dedicates to making meeting notes is an example of this sort of offering real world gains.

Listen to the full podcast

Discover how you can record calls, monitor breaches and store conversations in the cloud – all while being compliant. Download the Dubber call recording compliance checklist now.

In a world of Zoom and Microsoft Teams calls, it’s essential to stay on top of call recording compliance. Legacy, location specific call recording systems are in the past. The world has adapted to a new way of working, but the compliance rules and regulations remain the same.

Download our call recording compliance checklist to:

• Learn what unified call recording is and why it’s essential
• Meet regulations like AML/CTF, RG271, Hayne Royal Commission bills, HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more
• See how Dubber AI can proactively mitigate fraud and compliance risks
• Learn how to achieve continuous compliance – whether your employees are texting, calling or messaging
• Understand how storing your call recordings in the cloud can make accessing recordings easier and prepares you for legal hold requests

Many of the people who deal with Hinchinbrook Shire Council are not comfortable with connecting online. “That means they are more likely to use their phones to contact the council than go through online channels”, says Emma Prior, the council’s administration services team leader. **

“We use Dubber Call Recording for our main customer service centre. Our rates team and the regulatory compliance team also all have their phones recorded. We use the recording to deal with contentious issues – we get a lot of ‘he said, she said’ with our customers. We use the recordings to back us up.”

She says the move to call recording came from when the council would do rates debt collection.

“Part of our process is to place reminder calls to home owners. But people would deny they were called or claim that they had missed the call and there wasn’t a message.

“Now we can say: hang on, we have this recording to show that we did speak to you or leave a message on a particular date. That was the driver for getting recordings in the first place, from there we have gone on to use it in other areas.”

Prior’s team deals with a variety of calls. “Rates are the main ones, then there are roads, animals and cemetery enquiries. Hinchinbrook also handles food licensing. We get all sorts of things, we field things that aren’t even council matters.”

Information services manager Steven Veltmeyer says there are 20 Dubber Cloud Call Recording licences at the council.

He says; “Until now we have operated as separate divisions, but we are in the process of centralising all incoming calls to go through our main customer service centre. Now that we are rolling out Microsoft Teams, it will be easier to keep control of these calls”.

Hinchinbrook Shire Council was the first council in Queensland to roll-out Microsoft Teams as its sole solution and the first in the state to use Dubber Cloud Call Recording on Teams.