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Dubber & Webex Contact Centre

aleksandra.domagala@dubber.net
25 January 2024

Introduction: The Convergence of UCaaS and CCaaS

Welcome to the ever-evolving world of customer service, where Contact Center as a Service (CCaaS) has become a game-changer, expected to grow by 19.1% annually from 2023 to 2030. This growth is largely driven by the surge in remote workforces, emphasising the need for flexible solutions. CCaaS provides the infrastructure and tools for quality customer service, regardless of location.

In parallel, Unified Communications as a Service (UCaaS) has made its mark in contemporary business operations, seamlessly integrating various communication tools (such as instant messaging, video conferencing, and VoIP) into a unified, cloud-based platform. The convergence of UCaaS and CCaaS is reshaping the landscape, streamlining operations and enhancing customer outcomes.

Despite this evolution, some platforms, while offering built-in solutions for recording content, may lack the advanced data and control capabilities vital for regulated environments. Operating on isolated data sets, these platforms risk providing an incomplete understanding of the comprehensive customer context, especially in scenarios requiring strict compliance adherence.

Solution? Dubber’s Innovative Integration with Webex Contact Centre

Enter Dubber, your cutting-edge multi-tenant Platform-as-a-Service solution. Dubber introduces an innovative integration tailored for Webex Contact Centre, taking its ongoing support for Webex to new heights and bringing a variety of benefits for businesses. Let’s dive in:

Benefits of Dubber on Webex Contact Centre

  • Dubber on Webex Contact Centre offers businesses a secure and compliant call recording solution, leveraging voice intelligence for powerful insights derived from every conversation. Imagine Dubber on Webex Contact Centre as a secure haven for your call recordings, where each conversation transforms into a valuable asset. It’s not just about recording calls; it’s about unlocking a world of insights and opportunities for your business.
  • Dubber on Webex Contact Centre empowers businesses to utilise the entire Webex suite across front-line, knowledge workers, and contact centres. All activities are conveniently captured through one unified Dubber solution, offering a streamlined, single pane of glass for managing call-captured content. It’s worth noting that this is complemented by Dubber being a standard feature in all Webex Calling services, with our licensing seamlessly integrated into the entire Webex suite.
  • Dubber equips your business with robust monitoring and reporting tools, offering a clear view of call quality, compliance, and customer service.
  • The integration with Webex Control Hub portal and Single Sign-On feature adds a layer of convenience, minimising administrative hassles and ensuring a seamless user experience for your team.
  • And here’s the cherry on top: the integration also brings Dubber Moments, our award winning AI solution, (including our themes: Voice of Customer, Employee Safety & Wellbeing, Sales Performance and Security & Compliance) as a readily available feature for Webex CC.

Seamless Onboarding: Your Fast Track to Success

Getting started with Dubber for Webex Contact Centre is a breeze. Whether you opt for Dubber Unified Capture or Dubber Insights package through CCW, our streamlined onboarding process ensures you hit the ground running, unlocking the full potential of your customer service.

Conclusion

Dubber stands out as the top choice for businesses requiring comprehensive solutions for their contact centres, with its advanced features and capabilities positioning Dubber as a leading provider for diverse requirements beyond call recording.

Ready to explore how Dubber can transform your contact centre? Let’s chat today and uncover the possibilities!

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