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Hybrid work is here to stay, and will be the default working model by 2024. 

It’s official, there’s no going back from hybrid work. But are businesses truly ready to run effectively in a hybrid environment? In new research, it’s clear that employees are all for it, but enterprises are accutely aware they don’t yet have the right technology, strategy, and KPIs in place to do it effectively. This is a massive market for service providers to capitalise on – and is just the beginning.

The Future of Work, a new study by Incisiv, conducted in November 2021 on behalf of Dubber and AT&T, surveyed executives across a broad range of industries to uncover insights into the current state of working models, and where businesses will be in 2024.

In Covid-19 recovery, businesses have spoken. Current and future working configurations have significant gaps in employee oversight and talent attraction, revenue leakage, and compliance activities. The only way to resolve these issues is to implement data capture and intelligence across all work communications. This represents a unique opportunity service providers to offer the infrastructure to do exactly this, across the breadth of communications services.

Data capture, aggregation, and analytics across all mobile, UC, video, and chat.

Who else has the capability to offer a unified data capture and analytics solution across mobile, fixed-line, and Unifed Communications services – Webex, Zoom, MS Teams, and more? Service providers must step up to offer enterprises the solutions they need to effectively do business in this new normal.

Unlock new revenue streams by:

• Assisting businesses to deploy optimal hybrid work infrastructure and services
• Rolling out AI/ML solutions for communications platforms and services

Dubber and Notes by Dubber are available for fast deployment across services, embedded in service provider networks. Our cloud-native offerings mean zero CAPEX or product management for you, with sales and service support thanks to our team.

Many credit card processing solutions create serious PCI compliance risks for both consumers and businesses, leaving the door open for fraud, theft, and data leaks. However, with Dubber leading the industry in compliance and enterprise-grade security, a new solution is at hand for any communications on Amazon Connect, including contact centre, voice, IVR, and chat.

“Dubber PCI Comply offers any business seeking to process credit card information a cost-effective and easy to deploy cloud-native solution to achieve efficient PCI DSS compliance for any communication modality on Amazon Connect, including contact centre, voice, IVR, and chat.”

With our fully compliant technology, enterprises can feel secure that customers are not at risk of facing card fraud in payments — as a result, we are very excited to announce the launch of our new product, Dubber PCI Comply for Amazon Connect! 

As the first PCI DSS solution for Amazon Connect, Dubber PCI Comply will change the way businesses take payments forever — providing complete security and peace of mind for both the enterprise as well as their customers. Dubber PCI Comply enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms. Contact centres with Dubber PCI Comply on Amazon Connect can offer safer options that prevent customers’ credit card data from entering the enterprise environment, instead handling the data capture and processing via a trusted, secure third-party provider.

About Dubber PCI Comply – What does this mean for enterprises?

Dubber PCI Comply empowers businesses to facilitate simple, user-friendly and secure phone payments, ensuring that regulatory demands are satisfied and critical sensitive customer data is protected.

Businesses meet regulatory requirements and obligations around PCI DSS: 

Enjoy the benefits of knowing customers’ and internally sensitive business information is protected by Dubber PCI Comply. Seamlessly integrated into Amazon Connect, the solution adheres to PCI DSS compliance standards and prevents any sensitive card data from entering the enterprise environment.

“PCI DSS compliance isn’t satisfied because of the deployment of Amazon Connect alone. It is the instant Dubber PCI Comply is deployed. The moment you start processing credit card transactions, you need PCI Comply. Dubber PCI Comply eliminates the need for, or the possibility that, agents see or enter credit card data. We believe our innovative approach such as via Amazon Connect is the best and most secure way of ensuring PCI compliance.” – James Slaney, COO, Dubber

Dubber PCI Comply to provide security amid customers payment information 

Dubber PCI Comply is a secure phone payment platform that’s PCI DSS compliant, VISA Europe approved, PCI DSS V3.2, ISO27001 and BS10008 certified, with the credentials to prove data is safe and secure.

Dubber PCI Comply is secure, simple and effective. 

Dubber sets the benchmark for secure payments— with integrations and deployments that are instantaneous and effortless, cloud-based data stored securely, and the flexibility of agnostic PSP or telephony. Confidently meet the demands of overarching regulatory systems to protect customers and businesses. Try out Dubber PCI Comply on Amazon Connect.

By Kennedy Pereira, AVP/GM Voice Transformation Practice, AT&T Global Business Solutions, via AT&T

Prior to March 2020, corporate human resources professionals and their bosses were in deep discussion about the next-generation workforce. This new group of workers were unique from other workers because they had different ideas both on what they valued and what motivated them in the workplace. Then, as a new reality hit for the world, these discussions ended. Workforce strategies that had been implemented were suddenly irrelevant. To complicate matters more, each month brought new challenges for how to manage employees in the remote… then hybrid, workforce.

Fast forward to January 2022. Considering all of the changes to manage – whether it’s been 1,000 or one million employees, corporate America has weathered the new normal well. But it’s also learning that even as day-to-day work slowly returns to its rhythm, the workforce strategies of the past no longer apply.

Incisiv, in conjunction with AT&T Business and Dubber, Inc., sought to understand how executives are planning to manage the workplace as offices re-open and companies return to standard operations. We conducted quantitative and qualitative research across five industries – retail, energy, healthcare, manufacturing, and banking/finance. Through this, we uncovered that that not only is a new way of work here to stay, but certain legacy thinking still exists among executives that’s contrary to what workers want. In addition, our research revealed that executives are struggling with how to protect corporate culture and maximum productivity in a way that also meets employee satisfaction in the new marketplace that’s more competitive for quality workers.

So, what does The Future of Work look like?

1. The Future of Work is hybrid – 

   A casual discussion at a neighborhood dinner party would likely reveal that some friends love working at home and never want to return to the office. On the other hand, others miss the structure and camaraderie of the office. Most people, though, want a mix of both. That “hybrid” mix is the prevailing workplace model that most business leaders foresee as the new standard. In fact, while the fully remote workplace model is expected to take a dramatic decline from 2021 (56%) to 2024 (19%), the hybrid model is expected to grow from 42% (2021) to 81% (2024).

   The difference between March 2020 and January 2022 is that in 2020, trends around the younger workforce were pointing towards the need to offer a more flexible work environment to attract and retain the best workers. In 2022, however, that applies to all generations of workers. In fact, a whopping 97% of respondents believe offering a hybrid model will help to attract better talent.

2. Companies are willing, but not ready –

   It was unprecedented how quickly the world, and the workplace, changed. Most companies did the best they could to keep operations going both for the business and the livelihoods of their employees. Now to keep the benefits of their efforts going in their own version of a hybrid model, they’re realizing there are a number of things to consider. For example, new communications strategies, new policies, and new technologies are needed. Also, how can a business maintain company culture when employees have little to no in-person interaction and are less social?

   Our research revealed that most companies have not addressed most of these issues, with 60%-75% of respondents stating that they haven’t put detailed strategies for a distributed workforce to address these issues into place. Because of this, it is no wonder that ‘maintaining employee oversight’ was the number one challenge cited for executives managing in a hybrid model.

3. Preparing for a future that’s already here – 

   The challenges company executives face continue to become more complex. Over the next 24 months, the new workplace will be a major contributor to that complexity. As a hybrid model takes hold, executives are looking to technology to help address and simplify some of this complexity.

   A good example of this is artificial intelligence (AI) and machine learning (ML). The benefits of these emerging technologies may not always be apparent in the short term; however, there are many opportunities for how they can help to better manage a hybrid workforce. In fact, according to our study, AI and ML are the top technologies that can drive positive impact in the new workplace. They’re also critical tools to enhance employee productivity.

   A word of caution, though. Companies need to make sure proper infrastructure is in place to maintain and support these data-laden technologies. It’s vital that IT leaders understand the collaboration, mobility, bandwidth, security, costs, and even power requirements needed to implement these and other new technologies.

Download a copy of the eBook to learn more and reach out to us to discuss our findings. We’ll share strategies and use cases to prepare and optimize your business for The Future of Work.

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber), the world leader in Unified Conversational Recording and conversational intelligence, today announced the ability to capture video recordings and perform advanced recording controls on Microsoft Teams.

Dubber video recording for MS Teams delivers certainty of recording on a single platform, real-time search, keyword analytics, and AI-enriched insights. The most advanced recording controls for Microsoft Teams give users greater flexibility and control when recording voice or video calls. The features include the ability to pause and resume recordings, record on-demand or selectively manage which types of calls or meetings are recorded.

James Slaney, COO, Dubber: “Businesses increasingly recognise default and basic recording solutions fail to meet their enterprise-grade requirements for security, compliance and data sovereignty. No other company offers the completeness, scalability and robustness of Dubber’s unified call recording and conversational intelligence capability as a Microsoft Teams certified service.

“Capturing video recordings adds critical context to knowing what was said, particularly as video has become a primary communications medium for every business driven by hybrid work.

“For example, every customer presentation captured, attached and connected to a CRM significantly improves revenue forecasting, sales coaching, training and more. For compliance intelligence, capturing video completes the requirement to know your customer and employees. The release of advanced recording controls provides flexibility and practical control for administrators and end-users to select the types of calls that are recorded and additionally to record on-demand or pause and resume recording.

“We are addressing the critical need for any service provider or reseller of Microsoft Teams to differentiate, drive revenue and increase retention,” added Slaney.

Feature release details:

• Video call recording: Capture and unify all your video calls, meetings and voice recording on Microsoft Teams in Dubber’s infinitely scalable Voice Intelligence Cloud. Affordable and flexible plan options start as low as $39.95 (USD) per user/month, with 100GB of storage included.
• AI-powered video: Enrich video recordings with AI to unlock best of breed Dubber AI capabilities such as intelligent keyword search, transcriptions, analytics, sentiment plus tone analysis and real-time notification and alerts.
• Pause-resume: Users can effectively pause and resume voice and video calls on mobile and desktop. When initiated, it results in the same consistent experience across the native app as well as calls using Dual-Tone Multi-Frequency codes (DTMF).
• On-demand: Once configured, when a call/meeting begins, it gets recorded only when the user presses the “record” button in Dubber’s app.
• Selective recording: Allows Administrator users to select which type of calls/meetings are recorded. The following call types will be supported at launch, including the ability to record all call types.
  • Record external parties (determined by users’ tenancy) only
  • Record meetings only
  • Record PSTN only

Dubber is experiencing significant demand from Service and Solutions Providers looking to differentiate their Microsoft Teams Operator Connect offerings. A report by the Cavell Group highlighted that as the traditional service provider model transforms it is vital for providers to find new revenue streams, services, and solutions to offer to end customers.

Relevant resources:

• Ready to unlock the power of conversational intelligence on Microsoft Teams? Head to Microsoft AppSource for an update to get all the latest Dubber control features.
• Dubber on Microsoft Team datasheet
• Learn more about Dubber on Microsoft Teams

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

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

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

Barcelona, Spain (Mobile World Congress) and Melbourne, Australia – 1 March 2022 — Dubber Corporation Limited (ASX: DUB) (Dubber) a leading global solution provider of Unified Call Recording & conversational intelligence today launched Dubber PCI Comply for Amazon Connect. Dubber PCI Comply offers any business seeking to process credit card information a cost-effective and easy to deploy cloud-native solution to achieve efficient PCI DSS compliance for any communication modality on Amazon Connect, including contact centre, voice, IVR, and chat.

James Slaney: COO, Dubber: “Dubber’s aim is to deliver products that focus on speed of delivery and scale of the cloud. With the release of ‘Dubber PCI Comply for Amazon Connect,’ we’ve focussed on the key aspects and benefits of Amazon Connect for Service Providers, Enterprises and Contact Centres. Like Amazon Connect, Dubber PCI Comply for Amazon Connect is driven by our innovative and simple API integration, providing the ability to deploy PCI compliance across an organisation immediately.

“Service providers, Amazon and contact centre solution providers, can now deliver highly differentiated PCI-compliant payments solutions globally. Backed by Dubber’s proven cloud technology, support and carrier grade reliability, Dubber PCI Comply scales to address the needs of the smallest, or largest, call centre environments.

“With continued innovations like Dubber PCI Comply for Amazon Connect, we continue to innovate, delivering ever increasing opportunities for our partners – from service providers, contact centre solution providers and Amazon itself – to differentiate, increase revenue and drive retention. Inline with this, Dubber is continuing the innovation into PCI Comply, by expanding the supported platforms utilised by our Service Provider partners that have similar scale and integration abilities to Amazon Connect.”

Dubber PCI Comply for Amazon Connect masks the contact centre environment during transactions, including agents, enabling Payment Card Industry Data Security Standard (PCI DSS) obligations and requirements to be met. Served entirely from Amazon Web Services (AWS), Dubber PCI Comply can be used by any sized organisation globally and integrates with all payment providers.

Slaney added: “PCI DSS compliance isn’t satisfied because of the deployment of Amazon Connect alone. It is the instant Dubber PCI Comply is deployed. The moment you start processing credit card transactions, you need PCI Comply. Dubber PCI Comply eliminates the need for, or the possibility that, agents see or enter credit card data. We believe our innovative approach such as via Amazon Connect is the best and most secure way of ensuring PCI compliance.

“Too many businesses rely on pause and resume technologies as a method of preventing card payment data from being stored. However, pause and resume does not satisfy PCI DSS compliance and carries significant risk. Dubber PCI Comply prevents the transmission and storage of any card data for Amazon Connect customers eliminating PCI DSS risk and removing the burden of storing sensitive customer payment data while enabling best in class customer and agent experience.”

Amazon Connect supports over 10 million contact centre interactions a day and is one of AWS’s fastest-growing services.

How Dubber PCI Comply works:

Dubber PCI Comply for Amazon Connect for the end customer enables certified security and PCI-DSS compliant payments via voice calls, chat, and cloud-based communications platforms.

• The customer wishes to make a payment using a credit or debit card, and the agent asks them to type in their payment card details leveraging DTMF (Dual Tone Multi Frequency) codes using their telephone keypad. If the customer cannot use their telephony keypad, the solution can capture the payment information by voice using speech recognition technology while still maintaining PCI compliance.
• The agent remains engaged with the customers and the conversation, focusing on providing an excellent customer experience. As the customer enters their card details, the agent sees asterisks in real-time on the user interface.
• The card information is captured within the Dubber PCI Comply solution before passing it onto the Payment Service Provider (PSP). The agent is notified once payment has been approved or rejected.
• Without any payment card data to protect, businesses obligations to comply with PCI DSS are eliminated, risk reduced, without disruption to business workflows.
• Dubber PCI Comply works with voice, IVR & chat
• Available on the AWS Marketplace, prices start from £8.95 per user/month for PCI Comply for Connect and £11.49 per user/month for PCI Comply for Connect Plus.

Check out Dubber on the AWS marketplace listing.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe and Asia Pacific. Dubber allows service providers to offer conversational recording from virtually any source – turning them into AI-enriched insights for compliance, revenue, customer and people intelligence. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry. Its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

European/Mobile World Congress Media
Annabel Clementson
annabel@wearetfd.com
+44 7951 786435

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

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

Demand for Microsoft Calling and Teams solutions has never been higher. With the race on to meet demand, Microsoft Operator Connect partners need to move quickly to differentiate and meet the broader needs of customers.

“As the traditional service provider model transforms it is vital for providers to find new revenue streams, services, and solutions to offer to end customers.” Cavell Group

Four immediate opportunities exist for every Microsoft Operator Connect partner.

1. Differentiate with value-added conversational recording and voice AI

McKinsey put it well, “Telcos’ success will hinge on their ability to leverage data and deploy advanced analytics, AI, and automation at scale to drive new sources of growth and change the broader economics of the business.”

Service providers have an immediate opportunity to differentiate themselves in every Microsoft Teams deal by offering instantly available, infinitely scalable conversational recording and AI based intelligence that lives in the cloud.

2. Increase revenue by expanding the conversation with customers – address key use cases and business drivers

Gartner predicts that by 2025, organisations will record and analyse 75 percent of work conversations, enabling the discovery of added organisational value or risk.

Organisations are seeking insights from conversations to meet compliance requirements, improve customer experience, boost productivity, and increase sales and service performance.

Service providers can harness a multi-billion dollar opportunity and address a wide range of customer requirements with one conversational recording solution without the need to continually invest in multiple niche solutions.

3. Increase retention and reduce churn by creating stickiness with the unification of data and services on a common platform

Keeping customers is valuable. Research by Frederick Reichheld, inventor of the Net Promoter Score, shows increasing customer retention rates by 5% increases profits by 25% to 95%.

So how can conversational data help?

The number of connected devices that people own has doubled since 2019, to 25 per household. People now communicate across a growing communications landscape: mobile, Microsoft Teams, SIP connections, WhatsApp, Messenger, and more. With internal conversations, plus connections with partners and customers, there is a challenge for enterprises to gain visibility into all conversations from a single access point.

By capturing and unifying every conversation across multiple platforms, service providers can generate significant value for their customers, which in turn drives greater retention and stickiness to their services.

4. Modernise legacy call recording solutions, reduce CAPEX, and develop a stronger ROI model with modern conversational recording solutions

Legacy systems can cost organisations up to a 15% budget increase every year for maintenance. This is not to mention the high costs of staffing and the opportunity cost of not investing in emerging technologies such as AI.

Service providers can modernise their approach to call recording and remove costly legacy solutions. Cloud-based SaaS unified conversational recording and AI solutions have far stronger ROI models, meaning telcos can do far more with less investment.

Solutions that can be embedded into networks and that already integrate with critical infrastructure also add to compelling business cases for service providers.

The question every Microsoft Operator Connect partner needs to answer now is: Are you ready to differentiate and 2x your Microsoft Teams ARPU?

Dubber delivers an immediate advantage on every Microsoft Teams endpoint. Cloud-native and compliant, Dubber switches on with a click and is easily integrated with your current provisioning and billing engines. But the benefits don’t stop there:

1. First Microsoft Certified compliant unified call recording platform fully integrated with Microsoft Teams
2. Unify call recording from any eligible end-point – not just Microsoft Teams – increasing your footprint with the customer
3. Fully integrated cloud service, delivering the ultimate combination of reliability, scalability and security
4. Significant upsell revenue growth – we’ll provide the pathway to other revenue streams that no other provider can offer

With more than 75% of business conversations set to be recorded – and business drivers spanning compliance, revenue, people and customer intelligence, the time for Microsoft Operator Connect partners to integrate unified call recording and conversational AI is now.

Record growth in the 6 months to 31 December 2021

We are excited to be exhibiting the world’s #1 Unified Conversational Recording and Voice AI platform at Mobile World Congress 2022. Now is the chance to see our industry-leading solution in action; learn how to add voice data rocket fuel for mobile revenue with Dubber.

Five reasons to visit Dubber

• Your customers are demanding a network-embedded service for compliant recording and conversational intelligence that extends to every end-point – mobile, phone, video and chat. When your network is mobile, shouldn’t your call recording and AI be mobile as well?
• Your competitors are differentiating their portfolio and maximising the revenue and retention potential of every connection with Unified Conversational Recording and Voice AI. Make yourself stand out in a sea of UC sameness.
• Stop paying for legacy call recording. Dubber is the solution 160+ leading mobile networks and service providers are utilising to modernise and monetize their approach to call recording, unifying end-points and enriching recordings with AI to unlock a multi-billion dollar market opportunity.
• Deploy in minutes on your solutions. We’re the only preferred and native Unified Conversational recording solution on Cisco Webex Calling, can double your revenue on Microsoft Operator Connect, and embed easily in the widest range of communication solutions including MS Teams and Zoom.
• Boost productivity for your customers. Be among the first to see Dubber Notes in action; the digital meeting organiser and notetaker that integrates with all major online meeting and project management platforms to streamline meetings and drive employee productivity outcomes for your customers.

Schedule a 1:1 demo with the team

We have big prizes on offer when you schedule and attend a demo with the team at Mobile World Congress 2022

• 5x Apple AirPod Pros
• 2x Apple AirPod Max
• We also have a £1,000 travel voucher to put toward your next holiday when you complete our on-site survey

Comment from Andy Lark on the event:

“Our debut at MWC is a powerful opportunity for mobile network operators and service providers to get up close and personal with Dubber, to see how our solution helps accelerate innovation and retain more value. The power of native cloud-based voice recording, storage, and voice data across the breadth of your mobile and Unified Communications is undeniable. Schedule some time with us to create a blueprint to 2x revenue on every endpoint.”

Schedule a time with Dubber at MWC22!

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers, government, and businesses of any size, today released its report on the Company’s operating activities along with the Appendix 4C for the quarter ended 31 December 2021.

Download the Dubber December 2021 Quarterly Activities Report below.