Blog Post

Where Dubber leads in capturing every call, video, and chat – then turning it into a source of value; Notiv has been pioneering the use of AI to make every meeting more productive and efficient.

So what does this mean for Dubber?

First, we gain an exciting and proven product built to answer a compelling use case – making meetings better. Notiv will help Dubber convert a higher proportion of our addressable market within our existing networks and new communications services that want this functionality on their networks.

Enhanced productivity can benefit everybody – however they are communicating and whatever the use case. For example, a tradesperson on a mobile phone could instantly capture customer requests and share the actions. Likewise, C-level executives could use Notiv to note and capture actions in a planning meeting.

Second, we can drive significant adoption of Notiv through our industry-leading base of partners and customers. Notiv is a compelling new service, enabling them to drive incremental revenue and differentiation. Notiv will also be a magnet for new service providers, increasing the value of our industry-first Foundation Partner program.

Third, Notiv will provide Dubber with a world-class team with deep expertise in AI and data science. Together we will accelerate our overall product roadmap and capabilities and advance our AI, digital signal processing and natural language processing technologies. Notiv furthers our leadership in capturing and transforming conversations between one person and another – and large groups of people in a meeting.

We are continuing to unlock the potential of AI on every end-point and enabling our service and solution providers to make the critical shift from selling connections to extracting the value in every conversation on their networks.

And they’ll now be able to do that with Dubber Notiv on the same hyper-secure, scaleable and compliant infrastructure that Dubber has made available in over 150 service providers globally – and all the worlds leading UC solutions.

I’ve been using Notiv for the past few months, and it’s impressive. It’s magical seeing the meeting being transcribed in real-time – and then having the ability to highlight important parts of the meeting.

Record, replay, reveal AI-enriched insights. Buy now and get the first six months of video recording on us!

We recently announced our global first Foundation Partnership with Cisco, which saw Dubber personal and confidential cloud call recording embedded as a standard feature for Cisco Webex Calling and Cisco Unified Communications Manager Cloud (UCM).

As of today, you’ll be able to compliantly capture video conversations on Webex Meetings. You’re now able to record, replay and reveal insights from every crucial business conversation across voice and video calls.

Comply & end not knowing

How often have you had a team or customer meeting and wished you could go back and review key points? Or share it with your team for coaching or training? That’s one use case for recording video.

Clearly, nobody is going to do this all the time so having real-time search and scalable storage is critical.

But what if that same content sent you signals – alerts and notifications when key phrases or words were used? Instantly managers would know they needed to dive into a conversation and check what was being said. Compliance leaders would have instant visibility to the businesses compliance standing and evidence requirements were being met. HR managers could easily check in on issues and get instant employee sentiment data.

Dubber makes all of this possible for the first time with nearly endless use cases. In simple terms, this means everyone in the business benefits. Take customer dispute resolution. Now with an instantly available record of the conversation, it’s easy to know what was said. And with Dubber you’ll be able to see phone calls, video and more in one place.

You need more than a basic recorder

The alternative is basic personal call recording solutions sometimes included with applications. These solutions are limited in capturing, authorising, managing, and facilitating compliant call recording. And they don’t enable all your calls – including those outside of Cisco Webex, to be recorded, replayed and analysed in one place.

Dubber delivers meaningful transcriptions, analytics, legal hold, and intelligent keyword search, saving time on investigations, discovery, as well as prompting actionable intelligence, effectively designed to solve business-critical outcomes.

We already see substantial early demand around video dominant use cases like telehealth, video-based customer support services, HR, recruiting, and live event streaming.

What’s included in Dubber on Webex Meetings?

For an add-on price of $25 (USD) per user/month, the Dubber platform now enables capturing every video conversation stored in the Voice Intelligence Cloud. The Video add-on pack comes with 100GB storage as standard for each user. In addition, for power users who need augmented storage, businesses can purchase the Video Storage add-on, which comes in 1TB packs for only $100 (USD) per account/month.

The first six months of video recording on us!

For a limited time, all Webex Meetings Dubber Premier subscription plans will get the video add-on pack free for 6months with every 12-month subscription! Easily capture video recordings and data revealing instant insights, analytics, transcriptions, sentiment and tone analysis, with all Dubber’s platform capabilities unleashed. To order now, speak to your Cisco Partner or visit Dubber on Webex Meetings.

Chat to us to learn more

To learn more about Dubber on Webex Meetings and help you and your business stay ahead in the hybrid work environment, book a short consulting session with our Dubber on Cisco specialist.

Your customers, suppliers, partners and people can be and are often dispersed across countries, time zones, markets and currencies.

At Dubber, we’re acutely aware of this, operating globally, working with businesses of all sizes across 50+ countries. We serve a plethora of product markets ranging from multinational FSI customers to local veterinarian groups.

After listening to the needs of our diverse customers, a common challenge emerged. How do we solve the problem of multiple languages being spoken on a call recording?

The value of solving this pain point is the difference between success or failure because the difference between a churning customer or an upgrading one can be seconds. According to a 2020 report U.S. companies lose $136.8 billion per year due to avoidable consumer switching (Forrester).

Enabling automatic language detection

Today, we’re launching another first – Dubber Automatic Language Detection!

Automatic language detection automagically verifies, recognises, and validates the primary speaker in the recorded call and effectively resolves the dominant language spoken to the Dubber Voice-AI dynamically.

This means transcriptions, sentiment, tone and alerts align to the detected language – and are then dynamically updated within the Dubber Voice Intelligence Cloud to appear in your Dubber portal and app instantly after the call.

Try it now!

Automatic language detection is empowering one of our customers operating in the global financial markets to dramatically improve their customer and people experiences and meet compliance mandates. Across 13 different spoken languages, their people now focus on driving value from engagements aligned to their customers desired spoken language.

Practical strategies and steps from the MS – Dubber webinar

Is the hybrid workplace here to stay? How do you meet post-pandemic demands for regaining compliance? And what role does technology play in enabling hybrid work flexibility, improving productivity and lifting CX and EX, all while minimizing risk?

In a recent webinar, Leon Wright, Microsoft’s Advanced Workloads Lead in Australia, together with Andy Lark, Chief Marketing Officer, Dubber, outlined the new hybrid work challenges, from siloed teams – to difficulties in accessing data for compliance insights.

Drawing from the webinar, we highlighted essential strategies to regain compliance in a hybrid workplace. We summarised for you ways organisations can now leverage voice technology to lift compliance and derive critical insights from customer conversations in the hybrid workplace.

The good, the bad and the promise of the hybrid paradox

Microsoft’s Leon Wright believes Covid is just the beginning of the disruption:

“Over a year into the pandemic, digital adoption curves are accelerating and the evidence is in the data: 80% of managers expect more flexible work from home policies post-pandemic. 73% of employees want flexible remote work options to stay and 67% of employees want more remote in-person and collaboration work.”

So how do you embrace flexible workplaces and processes and thrive?

You could start by creating a new work model that prioritizes social, knowledge and human capital. And you could embrace the Employee Experience (EX) and create more listening systems.

“If Covid has taught one thing, it is that managers were not listening… We need to get those listening systems working really well. It’s about configuring those systems for your best productivity,” Leon Wright, Microsoft.

Meeting recordings is fast becoming the new content channel

Leon Wright believes meeting recordings is going to be one of the fastest growing content types at Microsoft. “Recording has become the new champion of knowledge management. It’s a vital tool for continuous learning about customers and employees in a hybrid workplace. It’s not only the employee expectations that fundamentally changed; customer’s expectations have changed too, and we need to listen more to what they have to say.”

Organisations that embrace the seismic hybrid shift and explore ways to tune into their employees and customers may have more of a chance to succeed in this complex reality.

Are you listening? Overcoming distance in a connected world

As the workforce becomes more distant, it is more challenging to get our message across and understand correctly what’s been said between teams and customers.

There is a growing dependence on BYODs and rising use of BYOAs – Bring Your Own Applications. As a result, there is a growing difficulty to manage the Customer Experience (CX) and Employee Experience (EX) across multiple end-points, like mobile, messaging applications, VOIP applications, video meetings, and more. Employees are often switching between these multiple communications methods, and customers are demanding to be met where and how they communicate.

Voice is the largest untapped source of data and insights

Fortunately, cloud-based voice technologies evolved as one of the tools for managing this new complex hybrid workplace. Voice AI, in particular, is playing a vital role in improving CX, EX, compliance, and more. The ability to use AI to automate the otherwise impossible task of understanding sentiment and behavior during calls has become crucial.

“There has never been a more important time to establish a system of record… Many of us have forgotten just how many conversations are voice-based. Today more than 80% of crucial conversations are still voice and the value of that conversation ends as soon as it is over, ” Andy Lark, Dubber “If companies are not allowing compliance breaches to occur in email, they shouldn’t be happening in voice conversations.

The power of Unified Call Recording (UCR) and customer intelligence

The advantage of Dubber on video and call meeting platforms, such as MS Teams, Cisco’s Webex and Zoom, is you have all your conference calls, mobile conversations, SIP trunk connections, messaging, chat and more stored and retrieved from one secure and compliant place.

In the past, a single query, and there are hundreds of them a day, could take hours. Now you can drill down in seconds into conversation sets, pick up troubling keywords and easily review insightful transcriptions.

This impacts dispute resolution, contact centre calls tracking, employee training, sales revenue intelligence, and more.

In sum:

In this hybrid world, the upside of voice technology is the rise of new business performance, sales and productivity opportunities.

The ability to capture crucial conversations across remote and in-office environments and derive insights is paving the way to; improved employee engagement, boosted productivity, better outcomes in sales and compliance.

As of today, any Cisco Webex® Calling or UCM Cloud customer can compliantly record, store, share and replay any call. Powered by Dubber, this critical new functionality turns on with a click at zero cost and is included in your Cisco subscription.

If you require additional features such as extended team management, video recording, storage, transcription, sentiment analysis or AI-enriched insights (and much more), it’s simple to upgrade to Dubber solutions from within Cisco’s Control Hub with immediate access and effect.

Users that have compliance or regulatory requirements can easily ensure recording, replay and data storage on Cisco will meet their compliance obligations, regardless of the employee work location. A major concern and need for businesses as a result of the significant shift to remote and hybrid workforce arrangements.

“Cisco and Dubber share a common vision of the way that voice data will become a critical resource for all businesses and users in the future. This marks a major milestone in increasing the ubiquity of Dubber as the Unified Call Recording and voice data layer for the world’s leading collaboration platforms,” said Steve McGovern, CEO, Dubber [Read the press release]

“Customers worldwide are responding to increased regulatory and compliance obligations for their businesses. Embedding tools, like Dubber call recording, as a standard service that is available to Webex users will help customers meet those requirements while enabling easy access to powerful advanced voice data services,” said Lorrissa Horton, Vice President and General Manager of Webex Calling and Online. [Read the blog post]

What’s included

Dubber is the global leader in unified call recording and voice AI solutions for compliance, revenue, customer and people intelligence. Basic call recording within Cisco will get you started on the path to ending not knowing, offering:

• Unlimited recordings of calls
• Cloud capture and compliant storage
• Basic Enterprise controls and policy enforcement
• Easy access, replay, download and share from the Dubber app and web
• 30-day storage

A better way to hit replay

Unlike other embedded recording solutions, Dubber addresses critical data, privacy and regulatory requirements while providing a simple and easy pathway to richer functionality as it is required. Dubber recordings and AI-enriched data can easily be unified in the Dubber Voice Intelligence Cloud alongside conversations from other end-points such as landlines and mobile.

While other solutions offer the ability to record – something we call personal call recording – it’s the kind of recording ideal for an individual but not suitable for business or government. Here are a few of the reasons why:

1. Secure cloud storage that can be managed centrally – avoiding privacy, data sovereignty and information leakage risks associated with recording to hardware
2. Easily manage who can record and what can be recorded – implementing data and communications policies is made easy
3. Controlled provisioning – via the Cisco Control Hub to ensure recordings are only available to eligible employees

Dubber also offers a range of Compliance-specific editions designed to meet the needs of highly regulated organisations and compliance teams.

“Business and Government require more than personal call recording,” said James Slaney, chief operating officer, Dubber. “They need conversations to be captured in a way that is compliant and converted to data for revenue intelligence, dispute resolution, proactive compliance and customer service. Today’s announcement is proof not only of the scalability of Dubber but the potential we and Cisco see in tapping voice data to improve the performance of businesses and governments worldwide.”

How to start doing more with every conversation

Chat to Dubber ready to get your team or organization set up today – or your Cisco rep or partner. Dubber’s customer support team will be standing by to assist with any onboarding or training you or your team needs.

And if you need more than basic call recording for some or all of your users, our teams will assist in upgrading you to the world’s leading unified call recording solutions .

Today we announced over 12 new solutions giving our partners more ability than ever before to differentiate, drive revenue and engage customers.

With Dubber’s unique reach and Unified Call Recording (UCR), specifically for compliance, companies can capture recordings immediately in one location from all their voice, video and text services, including the 140+ Service Provider networks connected to the Dubber platform globally. This reach and the new solutions for compliance, make Dubber the world leading recording option for compliance, revenue and customer intelligence.

We’ll be working closely with our global service and solution providers to enable Dubber You, Dubber Teams and Dubber Premier on their networks and services. From today they are available on MS Teams, Cisco, Zoom and other major UC solutions. And, our new Compliance Solutions are available today on all platforms.

A New Source of Advantage

Unified Call Recording (UCR) breaks the constraints of legacy call recording. We designed Dubber’s new UCR solutions to reflect the way customers use conversational data – whether recordings, beautiful transcriptions or sentiment analytics.

And, they enable customers to store and process any recording – from any endpoint or voice recording solution – in the Dubber Voice Intelligence Cloud.

Channel partners will be able to design fit-for-purpose solutions that answer the needs of the smallest and largest businesses.

For a small business that might mean Dubber You capturing calls for rapid dispute resolution and automagically enriching customer records in Salesforce with the conversation.

A call centre will use Dubber Teams to capture all calls across the primary SIP connection and Cisco Webex, unifying records in the Dubber Voice Intelligence Cloud and using the data to fuel insights in dashboards.

Compliance teams can now access purpose-built solutions. They can mine compliant data sets for audits, investigations and discovery. Keyword and sentiment reporting will move them from a reactive to a proactive footing.

What’s next?

Over the coming weeks, we will be hosting a series of webinars to take you through the new solutions and what they mean for you.

In the meantime, our industry-leading products – CallDub and DubAI are still available. But expect the new solutions to appear quickly in major networks and UC solutions.

Quick Read

• Three new compliance solutions designed to economically enable conversation recording across many end-points — giving compliance teams the tools they need to manage, store, review and monitor conversations.
• Turn on end-points across multiple services and solutions – aggregate data in one place – the Dubber Voice Intelligence Cloud
• AI does the heavy compliance work, generating insights, alerts and powering workflows
• Dubber compliance solutions being implemented today by leading Financial Services institutions globally

Compliance, risk, audit and leaders in regulated industries need a better answer to global mandates to know the customer and record conversations. We know because they told us as we were working on the new core Dubber solutions.

We were told about an industry where customers were charged for recording on any and every endpoint bundled with a range of features for every user – when only a few needed access to those features.

Regulated industry leaders told us they need a more economical and secure way to capture every conversation. The data has to be stored with certainty. And they need better access to data and insights.

It would be a small number of personnel accessing the data and that data had to be protected.

We heard about a need to break voice data silos. In the past compliance professionals had to jump between recordings captured in the call centre to recordings for, say, Zoom in a compliance app.

Every data silo introduces cost, complexity and compliance risk. These are three things Dubber set out to eliminate.

Compliant, Unified Call Recording

So, we set about creating the first unified call recording and voice intelligence solution purpose-built for compliance teams.

Compliance drives significant demand for capturing conversational content. It covers messaging, chat and video. And that content can come from any application or end-point. Delivering an immutable record of every crucial conversation is essential. It’s also what regulators around the world now demand.

With COVID, the pressure to capture conversations across a multitude of endpoints – from Cisco WebEx to Microsoft Teams and Zoom – has accelerated. Unified Call Recording makes what used to be a complex task easy.

Today we’re unveiling three new cornerstone compliance solutions that mean business and government can select flexible and affordable plans that best reflect their needs and compliance practices.

Changing the Economics of Conversational Compliance

Dubber Compliance offerings capture voice data economically, at scale. They recognise a smaller number of people who need to access the data and the need to isolate that data from other voice data sets.

Dubber allows data integration and portability so any data from any source can be unified on Dubber and connected to other compliance data sets, applications and business intelligence tools.

• Dubber UCR Compliance Edition for compliance leaders with a need to manage, monitor, store and review conversations. Dubber captures and stores recordings and data from multiple sources in real-time. Once there it can be searched, and reviewed, still in real-time, without the need for complex queries. Starting at $14.95 per month per end-point and up to ten compliance users.
• Dubber Premier Compliance Edition enables a compliance team of up to ten (with additional licenses available) to benefit from AI-enriched insights, alerts, search and sentiment analysis. Additional features include beautiful and insightful transcriptions; legal hold and discovery; and, smart keyword, team and customer search. Starting at $29.95 per month per end-point and up to ten compliance users.
• Dubber Voice Intelligence Cloud Compliance Edition is ideal for compliance teams who only seek to record calls with confidence, then storing and unifying data in a single easily accessible source of truth. All the features of Dubber Premier Compliance Edition. Plans start at $1,599.99 for250 endpoints and one user access – with additional plans for more end-points and users.

All Dubber solutions include critical features such as unlimited storage; access to the easy to use Dubber application for IOS, Android and Web; concierge set-up and training; data download and export 24×7 online global support — and, seamless, high-quality media capture across devices and all supported endpoints for audio, video, screen share, and chat.

Policy-Based Unified Call Recording

Critically, Dubber Compliance Solutions answer the need for policy-based recording.

Dubber makes it easy for organizations to set compliance and administrative policies such as when calls and online meetings should be automatically recorded and captured for subsequent processing and retention as required by relevant corporate or regulatory policy.

Public data from key regulators including the FCA in the United Kingdom and the CFTC and SEC in the United States show that fines levied for communication compliance monitoring topped $150,000,000 in 2019. Regulatory focus continues to increase: FINRA highlighted digital communications, including collaboration platforms, as a priority for its 2020 broker-dealer examinations.

Regulations and regulators requiring an accurate record of conversations to satisfy know-your-customer, data protection and privacy mandates include MiFID II, Frank Dodd, ASIC, APRA, PCI, SOX, FCA, FINRA and Reserve Banks globally.

More Flexible, More Available

Our new solutions make Unified Call Recording more flexible and available to businesses and teams of any size. We founded Dubber to eliminate the cost and complexity of capturing any conversation. For too many, the value of that conversation is lost the moment it ends. We’re making it simpler and easier than ever to end not knowing and comply.

Dubber makes key compliance activities simple and easy by automating key tasks:

• Collect and integrate recordings and data in the manner required to meet compliance obligations in appropriate regional boundaries.
• Real-time search for interactions based on communication-related metadata or interaction content. Common examples include:
• Analyze and interact with collected communications, including the ability to monitor interactions as they are being collected.
• Ensure security of collected communications and prevent tampering at all stages
• Retention policies support retain and delete actions; and, legal hold and discovery on historical and real-time data

• Metadata – Participants, time, direction, dialled number, origin number, Custom business data
• Content – Transcription, sentiment, phonetics, related interactions

As with all the solutions we’re announcing today, we’re just getting started.

12 new ways to drive compliance, customer and revenue intelligence

Quick read:

• We’re announcing today 12 new solutions for call recording and using voice intelligence to power compliance, revenue and customer insights.
• Three new core solutions are built to reflect the way you’ll use the conversations collected
• All enable any recording from any eligible endpoint – from Cisco Webex to Mobile and more – to be compliantly stored in one place, the Dubber Voice Intelligence Cloud
• Simple to provision add-ons enable you to do more with every recording – like automagically adding conversations and transcriptions to Salesforce or business intelligence tools

We’ve been busy behind the scenes developing a new generation of Dubber solutions based on customer and partner input.

What we heard was – “give us all the great Dubber functionality and ease of use in a way that reflects how we need to work with conversations and voice data”.

That lead us to three clear scenarios.

First, some businesses only need individuals reviewing recordings and data – and some want to link that to Salesforce. It’s simple – one workspace for each person, viewing their recordings and sharing as needed.

Second, others want recordings enforced and managed by team leaders – with some wanting to connect voice data to their business intelligence platforms. Here, you have one workspace for all recordings with team members able to see recordings and data based on permissions granted.

Third, others wanted all the Dubber functionality with rich AI-powered insights, sentiment analysis, and more. Many teams, all managed in one workspace with instant customer and employee sentiment and real-time search.

And all three wanted simple to provision, add-on functionality for everything from data storage to APIs and connectors to popular apps.

So, we’ve done just that.

The answer is Unified Call Recording

Today we’re launching 12 new products and solutions, more than tripling our industry-leading voice intelligence offerings for service and solution providers, business and government.

The new solutions are available today directly from Dubber on eligible networks and solutions. Over the coming months, we anticipate they’ll be available across our more than 140 active service and solution providers services globally.

Dubber’s existing solutions, CallDub and DubAI will continue to be offered across all current networks.

Unified Call Recording is critical to achieving the compliance, revenue, and customer insights demanded by business and government today. More than 80% of crucial conversations with customers and employees take place using voice. Not having access to accurate, compliant records in real-time puts leaders at a serious disadvantage. Dubber addresses that by unlocking the insights in every conversation.

“Dubber continues to transform the economics of call recording and voice data,” said Matthew Townend, Executive Director, Cavell – a leading industry analyst firm. “The benefits of voice intelligence as a service are clear – both to the service providers that will build differentiation through offering it and to businesses and governments that will deploy it to address critical business needs.”

Three New Cornerstone Solutions

At the heart of today’s announcement are three new cornerstone solutions. They give business and government flexible, affordable options so that users or teams can capture and use voice intelligence – from recordings to transcriptions to sentiment analysis.

• Dubber You delivers Unified Call Recording where individuals need to record, store and review crucial conversations. Dubber You automates the recording of calls, meetings and video without the need for hardware or software and comes with unlimited lifetime storage. Plans start at $14.95 per month per recording endpoint.
• Dubber Teams is ideal for managers and leaders needing central review and control over 100% accurate and enforced recordings and data for sales, service, and customer people insights. Plans start at $19.95 per month per recording endpoint.
• Dubber Premier unlocks all Dubber functionality delivering AI-enriched insights. Beautiful transcriptions, alerts and notifications and the ability to easily integrate Dubber with business intelligence and CRM applications. Plans start at $49.95 per month per recording endpoint.

All Dubber solutions include critical features such as unlimited storage; easy-to-use application for iOS, Android and Web; concierge set-up and training; data download and export and 24×7 online global support.

Turbocharge Dubber

Users can easily expand any package with a simple to deploy add-on including:

• UCR Service Add-on Pack – Easily add services with a click – review and manage recordings, transcriptions and data in one place. So, if you are on MS Teams and you also want to add recordings from Cisco Webex, that’s easy.
• Dubber API – Easily connect Dubber recordings and data to applications, storage and dashboards.
• Dubber Call Recording Archive – Redundant and secure storage of all call recordings and data with Dubber Storage. Back up your valuable voice data in the Dubber Voice Intelligence Cloud, including recordings and data from other sources.
• Dubber for Salesforce – Add your Dubber recordings, metadata, transcriptions and sentiment insights to Salesforce records.

A few of the things you’ll be able to do

Dubber solutions support continuous compliance and voice intelligence with critical features including:

• Collect and integrate recordings and data in the manner required to meet compliance obligations appropriate to regional regulations
• Real-time search of interactions based on communication-related metadata or conversational content. Common examples include:
• Analyze and interact with collected communications, including the ability to monitor interactions as they are being collected.
• Ensure security of collected communications and prevent tampering at all stages
• Retention policies support retain and delete actions; and, legal hold and discovery on historical and real-time data

• Metadata – Participants, time, direction, dialled number, origin number, custom business data
• Content – Transcription, sentiment, phonetics, related interactions

We also announced today a full suite of solutions designed specifically for the exciting needs of compliance, legal, security, risk and audit teams.

With Dubber’s unique reach and Unified Call Recording (UCR), specifically for compliance, companies can capture recordings immediately in one location from all their voice, video and text services, including the 140+ Service Provider networks connected to the Dubber platform globally. This reach and the new solutions for compliance, make Dubber the world-leading recording option for compliance.

We’re just getting started!

Get your houses in order!
That’s the message resonating loud and clear to the finance industry from the ASIC RG-271 dispute resolution standards.

If your organisation wants to meet the new compliance standards by October 5, now is the time to act on updating your systems for managing complaints. And although October 5 seems a while away, the D-day drums are already beating.

Why all the fuss about RG-271?

ASIC introduced the RG-271 to improve the way financial services organisations manage and resolve business disputes. Recognising the value of customer feedback as a source of early systemic warnings, the commission reduced the timeframes for responding to complaints. It outlined what information should be in a written Internal Dispute Resolution (IDR) response, to make it easier for consumers to decide whether they want to escalate their complaints.

Capturing and tracking conversations in time will help resolve IDR issues before they escalate. The regulatory guide wants organisations to make more progress by “increasing the capture, tracking, analysis and reporting of complaint data.”

Voice data is a critical element of any business’s overall data set. Voice data is generated from recordings of conversations and the meta-data associated with those conversations.

To effectively meet the new mandate, financial services organisations will need to start call recording and implement workflows to capture compliance mishaps. What this means is they will need to quickly identify when a customer is expressing signs of distress, anger or frustration and build up efficient ways to respond in time.

Rather than this being a matter of opinion or interpretation, AI can tell you in real-time what is the sentiment being expressed by customers in every conversation. This can happen across any interaction point including call centres, mobile consulting calls, video conferencing meetings.

The red button issue – Financial organisations that don’t get their house in order in time could face penalties mounting to thousands of dollars.

Innovation leap in compliance technology brings good news

On the flip side, better IDR not only benefits consumers and small businesses, it equips the financial services boards with rich real time data on the customer experience and gives them a new lens into whether their customer’s needs are being met or not. Although the task can be daunting, regtech solutions such as Dubber accelerate dispute resolution and documentation and provide the foundation for proactive risk management and continuous compliance.

Breakthroughs in voice intelligence step up IDR management

Cloud-based Voice Intelligence is just one example of how technology is leading the way to answering the demands of a tightly regulated compliance environment. Voice intelligence done right makes it possible to create a continuous compliance loop that records, monitors conversations 24/7 and send alerts when organisations need to act on problematic conversations, before they escalate into a dispute.

Anticipating a growing need for smarter voice-driven compliance management, Dubber stepped up to offer a simple and affordable way to quickly meet the new mandates with confidence. One of the advantages of Dubber Voice AI; it can pick up when customers are dissatisfied through sentiment analysis and send an auto-alert to the compliance teams.

To help you ramp up your compliance in time for RG-271, Dubber can take you through the steps – no matter what the size of your organisation.

While the human brain can do wonderful things, it isn’t always the best tool for retaining information.

Don’t worry if this sounds familiar. Even bright, healthy adults are forgetful. We’re designed that way. And it’s a good thing.

Cognitive science professor Art Kohn says people are quick to forget. He talks about something he calls The Forgetting Curve. Kohn says one hour after learning new information the majority of people will have forgotten half of it.

A day later, the average person will be unable to recall 70 percent of the material. By the end of the week that figure will hit 90 percent. There will be people who do better and others who do worse. “In general the situation is appalling. Nearly everything you teach employees in company training sessions will be forgotten,” says Kohn.

This should not come as a surprise. A human brain is efficient precisely because it spends much of its time editing out unnecessary incoming information in order to focus. Along the way it will edit out important material along with the barrage of trivia coming our way every moment of the day.

Kohn talks specifically about corporate training. He worries that forward-looking businesses who spend vast sums preparing staff for new challenges may not get the value they hope for. The Forgetting Curve is a problem in other areas of business. People forget things all the time. They forget conversations, instructions, sales calls any one of dozens of interactions that take place during a working day.

With Dubber’s Unified Call Recording, there is no need to forget any interaction that takes place on a phone or video call. Unified Call Recording can capture every conversation and store it for later recall. The voice data is converted to text, date stamped and made searchable.

This means you can retrieve an accurate record of any conversation, presentation or training session. Even if our efficient, but flawed, human brain can do no better than recall it happened last Thursday morning or that it involved sending widgets to Brisbane.