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“We were enthusiastic about collaborating closely with Dubber on their Dubber Moments initiative to leverage additional artificial intelligence capabilities within the solution. Each of our voice calls captures a wealth of valuable content, and utilising Al to pinpoint moments of complaint within these calls, where service issues within the community may be identified, holds significant value.”

Devonport City Council (DCC) is a local government body situated in the Northwestern region of Tasmania, serving a population exceeding 26,000 residents. DCC operates a call centre dedicated to facilitating support services offered by the council to its community. The council, characterized by its modern and forward-thinking approach, has effectively harnessed the advantages of digital transformation throughout all its operational facets, including the call centre. This strategic initiative has yielded enhanced operational efficiency for council staff and an improved level of service delivery to the community.

In 2021, Devonport recognised the importance of gauging customer sentiment concerning their service delivery. Acknowledging the axiom that one cannot effectively manage and enhance what is not quantified, they proactively engaged their telecommunications partner, Telstra, in pursuit of viable solutions. The outcome of this collaborative effort was the adoption of Dubber.

As a Telstra TIPT (Telstra Internet Protocol Telephony) customer who had already migrated their telephony services to the cloud, integrating Dubber into their operations was a seamless process, requiring only a day for activation. Consequently, calls were promptly recorded, and customer sentiment was systematically captured. Following a successful three-month trial period, Devonport swiftly grasped the inherent value of Dubber’s capabilities.

Fast forward two years, and Devonport had reached a point where they were poised to progress to the next phase: harnessing the power of artificial intelligence (AI) to further enhance their customer service initiatives. 

Learn more about how Devonport and Dubber used AI-powered Moments to change the way their call centre interacted with residents– and provided valuable insights for the Council to make data-based decisions.

Surf Life Saving New South Wales (SLSNSW) uses Dubber call recording and voice AI to create records which may be needed if there is an investigation into the way it responded to a rescue request.

Chief Information Officer, Matthew Ingersole says SLSNSW frequently needs to provide evidence in coronial inquests and other official enquiries when there is a loss of life, insurance claim or reportable incident. He says: “Recording and transcribing all of the phone calls with Dubber is an important part of that”.

SLSNSW is an emergency service dedicated to saving people from drowning along the 2100 km New South Wales (NSW) coastline. While the organisation’s 79,000 members are a familiar presence on the states’ beaches all year around, its responsibility extends beyond to the entire NSW coastline. There are around 25,000 volunteer lifesavers at 129 local clubs and about 1000 professional lifeguards. SLSNSW co-ordinates all rescue activities from its State Operations Centre at Belrose in Northern Sydney.

Ingersole says that as well as evidence for inquests and investigations there are other situations where the organisation needs to provide evidence of the actions it takes. “We do all this through our information management systems, but we back up and reinforce this through call recording. We record all the calls that come into the operations centre as well as all the radio traffic, that way we get a complete picture of what happens”, he says.

Calls come into the centre from multiple locations. It could be a member of the public who spots someone in trouble and phones in, duty officers patrolling beaches might radio into the centre and the police have a direct line for emergencies.

He says Dubber is ideal for his organisation’s needs: “We like that there is a date and timestamp, so we know exactly what time a call came in and exactly what time we responded. This provides a chain of evidence which can be helpful if we ever need to show an investigation that we acted appropriately. It’s also useful for educating staff on how to handle calls.”

There is still a system for recording incidents, but Ingersole says the big advantage of Dubber for its operators is that they can get on with responding to the call, as the recording is automatic. In the past, the operations team would have needed to make manual notes at a critical time of allocating resources.

Every moment counts when calls come into the operations centre. The average time for a rescue is 10 to 15 minutes from when the call comes in and shaving seconds off the call response can save lives.

Ingersole says: “Where we can, we’d prefer to ditch the report writing and concentrate on getting someone into the water and performing a rescue. That’s the number one priority. Documenting the incident is very much the secondary priority.”

He says with the Dubber platform, an operator can go back after dealing with the call and replay it. “And now that we’ve added Dubber transcription they can copy the content of the entire call and paste that into the incident log as well. That’s a massive time saving for us and helps with accuracy.”

Away from reporting, SLSNSW uses Dubber call recordings to put together case studies for staff training. “We can put the telephone calls connected to an incident together with any radio messages in sequence and show new operators what the final report looked like. It means they get to see a real-world example. We find that it is powerful from a training perspective,” Ingersole says.

SLSNSW also uses Dubber’s AI-enabled sentiment analysis to get an overview of incoming calls. Ingersole says the organisation can see where operators may need extra coaching on the best way to handle incidents.

“Finding calls is easy, thanks to the user interface which simplifies searching and allows call tagging. This is a powerful feature for SLSNSW because at times staff need to find, tag and batch all the calls related to an incident,” he says.

Before moving to Dubber, SLSNSW used on-premise call recording. Ingersole says there was a problem with network updates breaking that system and it was unable to capture mobile phone calls. Moving to the cloud with Dubber, natively integrated into Telstra’s infrastructure solved both problems.

He says: “Through Dubber, Telstra Liberate and TIPT all working together we can record all calls including mobiles. We’re really happy with Dubber. The Dubber-Telstra partnership makes it so easy. We just pay a monthly fee, and it all just works. We don’t need to worry about hosting it ourselves.”

Having Dubber available on Cisco Webex Calling meant one of South America’s largest petroleum company could confidently migrate its communications while enhancing its ability to meet the ever growing compliance mandates through unified call recording and conversational intelligence.

One of South America’s largest petroleum company, and a member of the Fortune Global 500 list, needed a compliant and intelligent solution for recording calls and conversations.

Traders working there take important incoming sales calls from buyers and deal with other business partners.

As part of a global business, it is important to stay in regular contact with the business’s headquarters in South America. Availability is vital, a missed call can mean losing valuable business.

They needed unified call recording in order to comply with Europe’s MiFID II directive. The directive requires businesses to keep good records of transactions to show they have acted in the best interests of their clients at all times.

Bernhard van der Linde, the managing director of their local technology partner ADTS, says that when it looked around for the best combination of telephony and unified call recording to meet the company’s compliance needs, it found Dubber and Cisco Webex were the best fit.

The customer consulted ADTS as its trusted technology partner and after due diligence made the decision.

He says Cisco Webex is the best tool for this work. Their employees can make calls on any device; whether phone calls, video conferences or online meetings. Webex Calling gives them the flexibility they need to move around and allows them to stay connected at all times, even when not in the office.

Van der Linde says “Dubber’s strong Webex integration was the key. It could be installed seamlessly without any disruption”.

He says ADTS finds Dubber to be an easy solution to offer customers because it is recognised as the leading brand, ticking all the boxes and very much a safe choice.

This was underlined by the installation process. Van Der Linde said: “it was super simple, our engineers exchanged data, switched on recording and it just works. We gave employees an initial training and showed them the online resources available from Dubber. That was it: job done.”

Per MiFID II, the customer must store all records safely for seven years and be able to find and retrieve individual calls at any time. Van der Linde says Dubber is ideal for this as it offers unlimited usage and storage, and never archives calls so everything is available to be easily searched and played back instantly.

He went on to say, ““We already knew Dubber and were pleased to be able to use them with Cisco Webex. The migration to Webex with Dubber was easy and without disruption, best of all we know our client has access to the best tool we know for managing MiFID II compliance requirements”.

Melbourne-based enterprise tech solutions provider Rubicon 8 uses Dubber to understand immediately how customers react to help desk support – without asking them to fill in post-call questionnaires. 

Rubicon 8 General Manager Pat Bombardieri says his company uses Dubber to understand managed services team performance.

“We specialise in providing ICT solutions to enterprise organisations, helping them leverage their technology to unlock their business potential. We have a wide delivery framework, and one of the things we do is manage our customer’s IT infrastructure, handling all the support for their desktops and their servers.

“There is a team of engineers sitting on our help desk. Some work remotely and some work in the office, taking phone calls from customers and providing them with support over the phone.

Rubicon 8 uses Dubber running on Cisco Webex to record and store all the support phone calls. After a call ends Dubber’s artificial intelligence gives managers an indication of how that call went.

“It tells us if the customer went away happy or not. The AI does the evaluation and we get a notification in the form of a smiley face when the call went well and a cross face if it didn’t.”

Pat says this replaces the previous system, which involved sending our customers evaluation surveys after each call.

He says: “This was a manual process, and our customers found it monotonous. We know they have to fill in lots of surveys from other people they do business with and we didn’t want to keep adding to this.”

This method meant a lot of work for Rubicon 8. There could be 150 requests each day, across 50 or so customers. Analysing survey responses and pulling reports together was a full time job.

From Pat’s point of view, the purpose of the surveys was to understand the customer experience and to unearth what could be improved.

He says: “The AI in Dubber, ticked that box for us. It gave our team leader the opportunity to know immediately what happened. If we see something that indicates a customer was frustrated, a manager can go in and listen to the call and have a coaching conversation with the engineer.”

“Nobody likes it when their technology isn’t working, so when our customers call for support, the way we manage their experience is key to our business. We need to know if they are waiting too long on the phone when they call, or if they are not happy”.

After seven months using Dubber to monitor help desk calls, Pat’s team identified an issue where people who were working from home because of Covid were using the help desk for support with their home computers. Home computers are not covered by Rubicon 8’s service agreements. He says: “We don’t manage home computers because we can’t access and control them. We don’t know if they are safe and secure.”

These calls were taking up engineers’ time, but were not in Rubicon 8’s management agreements.  Pat says this isn’t something that he would have learned with manual surveys, but it became apparent after listening to calls. This allowed the team to adjust and remind customers which devices are covered with helpdesk support, allowing Rubicon 8 to boost engineer productivity.

“Finding previously recorded conversations for court cases takes only minutes vs. hours, and the increased data quality has improved court preparation time.” – Dayne Coffey, Co-Director Oklahoma County Information Technology

The County first used Dubber to record incoming calls when the IT department needed to capture problematic help desk conversations. The county is a Cox Communications customer and the telecommunications company offers Dubber as its standard call recording technology.

Now the cloud-based call recording software is used by a number of departments across the county as well as the District Attorney’s office.

The Australian Refrigeration Council turned to Dubber for better staff training, to monitor the quality of contact centre calls and collect the evidence it needs to deal with abusive calls.

The ARC operates a call centre where employees help tradespeople and other specialists apply for new licences and renew existing licences. It’s the main point of contact for the organisation.

IT operations manager Andrew Growcott says at first the ARC deployed Dubber call recording in the Melbourne-based call centre. There’s a team of about 18 staff who handle around 1100 calls each week. They wanted recordings to track the quality of customer interactions and also to help deal with abusive calls when they happened.

Dubber ticks all the boxes – compliance, simplicity and efficiency

Discover how Baseplan, a wealth management and advisory firm, based in Dublin, Ireland uses Dubber’s call recording and voice AI to ensure compliant communications on Microsoft Teams.

“We needed peace of mind that our client-facing staff were communicating compliantly. Dubber has given us the confidence and visibility of that”. Gordon Mellon, Managing Director, Baseplan

Download the case study to discover how Baseplan:

• Securely captures every client conversation across any device for compliance with regulations, including MiFID
• Eliminates the requirement for time-consuming manual transcription and storage of calls
• Avoids CapEx costs for hardware and equipment with flexible user-by-user retention policy settings and unlimited scalability

Learn how Dubber enables Optus to drive new revenue streams, deliver differentiated solutions and address customer needs by:

• Address Customer Demands
• Differentiated Offering 
to Customers
• Monetising the value of mobile network and delivering a “Living Network”
• Partnership and Support

Learn how Dubber enables Next Telecom to drive new revenue streams, deliver differentiated solutions and address customer needs by:

• Addressing an untapped opportunity
• Revenue and new client wins
• Differentiation
• Better than competitor products
• Partnership and Support

Learn how Cover-More, part of the Zurich Insurance Group, uses Dubber call recording to stay on top of auditing, compliance and legal requirements.

• Uses recordings to provide evidence if a customer disputes a decision
• Meets legal and compliance requirements with recordings and transcriptions of all investigations
• Enables staff to have calls recorded when working from home or office
• Can search and quickly find recordings if needed during investigations