The fifth, and final, instalment of our Fourth Industrial Revolution series explores what telecommunication service providers need to do in order to provide for the new digital workforce. Part one of the series gave an overview of the Fourth Industrial Revolution, part two looked at intuitive networks and how 5G and cloud technology fit into developments in the telecommunications industry, part three examined the growing importance of diversity in telecommunications product offerings, and part four examined the evolving expectations of customers.

The digital workforce is a manifestation of automated solutions, in various stages of development, that are currently driving productivity in the workforce. Integrations that share data across business tools are making workers and business processes more efficient, allowing employees to focus on more valuable activities. Over the next few years, enterprises will be increasingly deploying efficiency solutions driven by automation in order to improve the quality and productivity of their operational, back office, and customer service processes. Telecommunication service providers need to ensure they are meeting the expectations of modern businesses with their offerings, or they may be faced with increased risk of customer churn.

The connected workforce

Connectivity is steadily increasing due to innovation within the telecommunications industry, such as fixed-mobile convergence (FMC). You can read more about FMC in our white paper. However, digital players are making their way into the marketplace and disrupting the industry with rapid digital innovation. These agile disruptors are unpredictable and aren’t restricted by the legacy infrastructure and long development cycles that can hold traditional telecommunication service providers back from innovation. Digital services can often offer more opportunities for integration with existing systems, as well as better connectivity. Telecommunications service providers will need to innovate to compete with these digital players.

Alternative innovation

Innovation in the telecommunication industry has traditionally been characterised by staged developments that span multiple years. In order to compete with digital players and develop new products and services that can be deployed at scale, providers will need to review their innovation strategies. The World Economic Forum has discussed a recent trend towards innovation approaches that focus on collaboration, and the positive impact on growth that this achieves. Gone are the days of focusing on the ownership rights to intellectual property: the main focus in the future should be putting customers first. This is vital to obtaining a share of the market. These kinds of open innovation models allow external parties to contribute to the development of products and services, often achieving development at a scale that goes beyond the sum of its parts. Telecommunications companies have successfully nurtured a “sandbox” innovation approach that allows their research and development teams to work autonomously: giving them greater freedom for innovation.

Harnessing data

Data is increasingly being used to solve business problems and increase productivity within organisations. According to a 2019 report¹, data science expertise is now a highly sought-after skill. Telecommunications service providers have a key role to fill in harnessing the vast amounts of conversational data held within our communications. With access to this valuable information, data scientists will be able to analyse and identify data trends, as well as problems that can be solved, through artificial intelligence.

Our Fourth Industrial Revolution series has shown that the telecommunications industry has a key role to play in shaping the way we communicate, collaborate, and consume. With developments in networks and product offerings, service providers can capitalise on the evolving expectations of customers and stay ahead of the competition. New methods of innovation can help them to compete with digital players, and their customer bases can provide them with the data they need to provide personalised offerings that will reduce churn and help with customer acquisition.

¹Firebrand, Vitamin T & Aquent (2019) Transformation of the Digital Workforce: 2019 Report. Australia.

Our cloud call recording is now available for immediate signup for all customers on the Sprint^® Smart UC service. With 53.9 million connections, that’s a huge number of users who can start to reap the benefits of recording their calls in the cloud.

The cloud-based unified communications (UC) service eliminates the need for traditional on-premise equipment and capital expenditure for business customers and so is a natural fit for our software as a service (SaaS) products. Their affordable unified communications as a service (UCaaS) solution allows users to combine their business phones and collaboration apps in one UC service. The solution helps to improve productivity by amalgamating carrier grade voice services with high definition video, desktop sharing, instant messaging and email.

Just as our cloud call recording is designed with small businesses in mind, Sprint^® Smart also offers a service that is perfect for small and medium enterprises. As a cloud service, the need for upfront investment in on-premise hardware provides flexibility for businesses. Users can be added and removed on a monthly basis, through an easy-to-use online portal, and our call recording services can be added and adjusted in the same way.

Dubber call recording, as standard

With our cloud call recording available as a standard value-added business feature for all Smart UC customers, our CEO Steve McGovern commented: ‘We are very proud to be working with Sprint, a globally recognised leader in the telecommunications industry.” You can read more from Steve in the full ASX announcement below.

To find out how to add value to your business with call recording, speak to a member of our team today.

The fourth instalment of our Fourth Industrial Revolution series explores the evolving expectations of customers and how digital experiences will change over time. Part one of the series introduced the Fourth Industrial Revolution, part two examined intuitive networks and the future of cloud and 5G technology within the telecommunications industry, and part three investigated how telecommunications service providers will need to diversify their offerings in order to stand out from the competition.

Customer expectations have evolved alongside the development of technology, as businesses digitally enhance the customer experience. The high quality service and convenience afforded by technology is now seen as standard by consumers, who are demanding personalised services on demand. They are also expecting a seamless experience across channels, with hassle-free payment and deployment options.

Customer expectations within telecommunications

The telecommunications industry is plagued by customer churn and the costs associated with acquiring new customers. Encouraging customer loyalty is a great way to increase revenue, so telecommunications service providers will need to look for new and innovative ways to retain customers. This may require service providers to reassessing the expectations of their customers and developing digital tools in order to better support the customer journey at every stage and enhance their overall experience.

Telecommunications service providers are well placed to deliver personalised products and services to their users chiefly due to the amount of data they have. New technologies will enable companies to deliver these at scales previously impossible or unimaginable. Smart algorithms will be able to analyse customer data in real time to deliver personalised products and services to entire customer bases at once. We are already seeing this customisation with TV streaming services that learn from user behaviour. In the future, this personalisation will be automatically created using artificial intelligence, and a mix of predictive analytics and real time data.

Customer service is key

Peer recommendations are becoming increasingly important in the decision-making process, even more so than media product reviews. Negative reviews tend to reach a larger audience than positive reviews, meaning high quality products and excellent customer service are more important than ever. 61% of customers switched providers due to disappointing customer service, according to a recent study by Accenture.

Personalised experiences have been shown to engage customers, and the telecommunications industry should be asking how it can deliver such experiences to all users. This could be customising bandwidth supply according to a user’s individual data usage to meet a particular price point, or through the delivery of digital services and applications that have been personalised to each user such as telecommunications or utility providers offering plans to customers based on their usage. Reactivity and agility will be important qualities in the race to keep up with an evolving digital environment and changing customer expectations.

An improved and efficient customer experience

Digital tools will not only help telecommunications service providers to create personalised customer experiences, they can also help to reduce costs and grow revenue. Increased customer engagement reduces churn¹; lowering the need for hefty spend on customer acquisition and marketing. Targeted offers including cross selling and/or bundling that appeal to the specific needs of customers should increase customer revenue and loyalty.

Customers expect to be able to find the information they need to make an informed decision when purchasing a new product or service. With more intelligent business communications solutions, customers should be directed to the department or information they need faster — increasing first call resolution and reducing customer service costs. This is significant when customer service can account for up to 10% of total operating costs. A report by the World Economic Forum has predicted that such a reduction in customer services and marketing costs, and the associated IT expenditure, could generate up to $18 billion in additional operating profits by 2025.

In the fifth and final part of our Fourth Industrial Revolution series we will explore what telecommunication service providers need to do in order to provide for the new digital workforce.

¹ Del Rowe, S. (2019) ‘Vertafore Ensures Great CX with NewVoiceMedia’, Customer Relationship Management, June, p34.

The digital workforce is an increasing reality for enterprises, and now is the time to move from on-premise unified communications solutions to cloud-based UCaaS. Future cloud unified communications offerings will have enhanced features, including dashboards and analytics.

No more being tied down

According to Gartner, by 2021 90% of IT leaders will not purchase new on-premise unified communications infrastructure¹. With UCaaS solutions providing the same, or better, functionality; such as voice, meeting and messaging services, as well as unified clients and integrations, the only change is the delivery method. Cloud deployments of communications services removes the need for on-premise equipment, and the associated investment of time and money required.

Our call recording and voice AI services are designed to integrate with UCaaS solutions, while our cloud platform has been specifically architectured in order to provide secure, scalable storage that is flexible enough to adapt to the needs of an enterprise.

Digital transformation and disruption

Moving to the cloud is a huge step on the journey to digital transformation. By removing the restrictions of physical hardware, enterprises increase their potential to disrupt their industries and expand their horizons. Cloud communications enable expansion; not just in size, but also in location. Cloud storage can scale alongside the growth of an organisation, with no worries of ever running out of space, while deployment through global data centres means new locations can be added easily.

The cloud also facilitates agility: with a faster speed of innovation, businesses are able to quickly react to trends and capitalise on new opportunities with faster deployment of communication services.

Relief from app overload

With our open API, data from recorded calls can be integrated into business tools. It’s even possible to manage our services through existing systems, meaning one less application open on a desktop. Visit our API page to find further information on what our API can do.

If you want to learn more about how a move to the cloud can help your business get ahead of the competition, get in touch with one of our team.

Sources

¹Gartner (2018) Magic Quadrant for Unified Communications as a Service Worldwide.

The third part of our Fourth Industrial Revolution series investigates the ways in which telecommunications service providers will expand their offering beyond phone calls. Part one was an introduction to the Fourth Industrial Revolution, describing the latest wave of digital development; and part two explored intuitive networks and the ways in which cloud technology and 5G will transform telecommunications.

Telecommunications service providers have already adapted to changing consumer demand, adjusting their revenue streams in order to succeed in an evolving marketplace. Data has been important, and a further shift to an internet-based business model will be an opportunity for future revenue growth through the currency of data. The internet of things (IoT) will be a key part of this strategy, with the deployment of sensors, and the potential of analytics and machine a significant revenue opportunity.

New revenue streams

How we work and communicate will be shaped by forward-thinking service providers who provide new services at a low connection cost. Telecommunications service providers are at a significant advantage, due to their existing connectivity and subscriber base. More subscribers mean more data, and those with the analytical capabilities will be able to harness the value held within this data. The telecommunications operators who will succeed will be those with expanded offerings that include cloud-based services such as analytics, system integrations, and APIs that can compete in a crowded marketplace. Their competition will be technology companies and agile startups, so innovation will be key. Service providers will need to ensure that they are not held back by legacy processes, as quick reactions will be vital. Radical change may be in order at board and CEO levels to capitalise on the huge potential for revenue.

Possible areas for development by telecommunications service providers include video and entertainment services, on-demand information services such as maps or booking, retail, mobile financial services, and virtual care provision services for healthcare providers. It is predicted that these new revenue streams could generate up to $142 billion over the next decade and could contribute 15% of total revenue by 2025. New opportunities will also be available in existing spheres covered by telecommunication service providers, such as information security, enterprise mobility management, unified communications, cloud services, and analytics. These areas on their own could contribute an additional $48 billion in profits for network operators and equipment suppliers. These new revenue streams will also create new jobs in order to support service delivery across consumer and enterprise applications.

Disrupting the industry

In order to meet new consumer demand and cement their place in the market, telecommunications service providers will need to recruit digitally-minded workers with implementation knowledge who can drive innovation. Competition will be fierce, and it is predicted that acquisitions and partnerships will be key to driving growth and establishing a place in the market. Scalability will be key for platforms, as well as the integration of front and back end systems, in order to offer a range of products and services to consumers.

With existing infrastructure already in place, telecommunications service providers are well-placed to offer a range of technology-based services to compete with digital service providers. This infrastructure will allow them to disrupt other industries. In a recent survey across global operators, almost a quarter of companies reported that they expect digital services across consumer and enterprise applications to account for more than 25% of total revenues by 2020. The development of new services that are relevant to users will improve customer service, a desirable outcome considering even a 0.5-1% reduction in churn annually has the potential to generate up to $10.3 billion over the next decade. By prioritising customer convenience and value creation, service providers could drive up to $170 billion through time and cost savings for their customers

Environmental impact

The potential travel reduction brought about by these new digital services could see a decrease in carbon emissions of more than 80 million tonnes. Virtual healthcare alone could reduce emissions by 63 million tonnes by allowing patients to speak to doctors in the comfort of their own homes.

Emerging technologies

Technological developments such as augmented reality (AR) and virtual reality (VR) have the potential to change how we communicate with not just each other but the world around us. They could even herald new devices. By 2030, the PC will be 50-years-old and the smartphone almost 15: the future could hold new communication devices and see a move away from screens. A focus on emerging technologies can capture significant value. AR and VR could reshape the ways we receive medical care or go shopping, and confidence in these technologies is already strong, with funding deals for AR and VR reaching $1.1 billion as far back as 2016. Applications of these technologies will be much more varied than their existing use in gaming, with a variety of commercial and industrial applications including healthcare, retail, logistics, real estate, manufacturing, security, training, and data analysis. AR and VR have the potential to evolve how people communicate, learn, work, and consume.

In the fourth part of our Fourth Industrial Revolution series we will explore the future of customer retention; looking at the evolving expectations of customers and the ways in which digital experiences will change over time.

The second part of our Fourth Industrial Revolution series explores how networks are expected to evolve in the future. You can read our introduction to the Fourth Industrial Revolution here.

Telecommunication networks are vast physical structures that perform diverse functionality in a way that must conform to regulatory restrictions. The industry is constantly adapting to developments in technology and evolving business models and the rate of change that they must keep up with is increasing.

Cloud technology

Advances in digital and cloud capabilities are expected to transform networks, moving away from expensive hardware to innovative software that can increase reliability and flexibility. These software solutions will have API-based interfaces and will be deployable across affordable, general-purpose hardware platforms. Cloud technology, such as software-defined networking (SDN) and network function virtualisation (NFV) are leading this network evolution, as they allow telecommunication service providers to manipulate the network on demand.

AT&T are pioneering the adoption of SDN and NFV, setting a target of 75% of the AT&T network based on SDN and NFV technologies by 2020. It is expected that other carriers will follow AT&T’s lead and that SDN and NFV could be worth a total of $220 billion for network operators and equipment providers over the next decade. At Cox Communications, Executive Director of Advanced Technology Jeff Finkelstein said the proliferation of IoT connectivity will continue to drive cable network demand, which is increasing at an annual rate of 53 percent. He sees the only way to manage that growth is to capitalize on technologies including SDN and NFV.

Cloud technologies applied to network infrastructure will allow network operators to reduce their spending, particularly on energy. This could result in a positive change for the environment, with a switch to new technologies predicted to save more than 180 million tonnes of potential CO2 emissions.

5G

The 5G network is key to the Fourth Industrial Revolution. Already being rolled out to certain cities and locations such as Gatwick airport in the UK, 5G uses high-frequency radio spectrum but will need lower band airwaves outside of urban areas. Service providers will need to ensure that they can provide the network across the spectrum in order to reach a larger market. 5G is characterised by low-latency: meaning there is minimal delay in the processing of data. This allows it to support operations that require near real-time access to rapidly changing data. 5G will allow the commercialisation of technology such as the internet of things, virtual and augmented reality and autonomous transportation, as well as evolving industries from television broadcasting to agriculture.

Intuitive networks

Understanding network workloads and how to allocate infrastructure accordingly is another way in which networks will be transformed. As networking evolves, machine learning technologies have the potential to create networks that are self-sufficient. This technology would mean that networks could identify errors and issues and fix problems before they affect communications. These intuitive networks will be able to automatically adjust bandwidth provisions depending on requirements.

Driven by artificial intelligence, intuitive networks collect data from points throughout the network; including end user smartphones, switches, WAN routers and cloud servers. This data can be used to understand how the network is being used, giving network engineers the information they need to do their job more efficiently.

Evolved networks will make provisioning quicker and easier, with agile delivery allowing staff more time to work on other advancements as less time is required to be spent on routine network management. Networks will also have much greater scalability; meeting traffic demands as they fluctuate over time. With intuitive networks, business continuity and disaster recovery are also improved. As networks are able to identify issues, traffic can be rerouted in order to reduce downtime, reducing customer churn due to increased satisfaction through more consistent levels of service.

Dubber’s native cloud products have been designed to take their place in the Fourth Industrial Revolution. Built natively in the cloud, Dubber solutions are already offering the cost and energy saving benefits of a software-as-a-service model. With no on-premise equipment the costs of running server rooms, as well as the energy consumption associated with powering them, are removed. By eliminating the hardware requirements of legacy solutions, we are able to offer a service that can scale to meet demand: without restrictions. In this way, our platform is prepared for a future where communications solutions automatically scale depending on requirements.

In part three of the Fourth Industrial Revolution series we’ll look at the world of communications beyond phone calls and the new digital communication methods and extended revenue streams that will be available in the future.

The Fourth Industrial Revolution is a wave of digital development that encompasses our physical surroundings. Where the First Industrial Revolution used steam power to transform manufacturing and travel, the Second used electric power to enable mass-production, and the Third used technology to automate processes, the Fourth uses emerging technology including artificial intelligence (AI), robotics, the Internet of Things (IoT), 3D printing, nanotechnology, biotechnology, and quantum computing.

This series will give a general overview of the Fourth Industrial Revolution, with future pieces discussing what this will mean for networks, telecommunications, customer service, and the workforce.

The Fourth Industrial Revolution and business

The Fourth Industrial Revolution has the potential to generate income and improve quality of life through new products and services that increase efficiency and make our lives easier. It is predicted that logistics and global supply chains will improve, reducing the cost of transportation and communication and the overall cost of trade: resulting in new markets and economic growth.

Market disruption will be driven by agile players who can offer better quality, experience, speed, or price options thanks to improvements in technology. We have already seen how technology is creating new ways to consume goods and services via smartphones. The Fourth Industrial Revolution will affect customer expectations, as well as product and business development.

Artificial intelligence

AI is fast becoming a part of everyday life. Self-driving cars are being developed, while drones and virtual assistants are now commonplace. AI technology is being driven by the availability of vast amounts of data, something that has fuelled the development of our own AI technology. We developed Dubber AI to allow everyone, not just big businesses, to gain insight from their calls, and ultimately make their lives easier. With AI, businesses can identify common problems and resolve complaints to improve customer loyalty, while people in their everyday lives can use call transcripts to remember important details. Other technology companies, such as IBM, are using AI to improve everything from healthcare to Wimbledon.

Telecommunications developments

The telecommunications industry will be at the forefront of the Fourth Industrial Revolution, as a driver of global digital transformation. Investment in technology and interoperability has enabled the flow of data and the creation of new business models across industries. A globally connected network empowers millions of people around the world by giving them access to information and marketplaces.

Data will soon become a commodity such as electricity and telecommunications service providers will need to create an offering that prioritises customer experience in order to succeed. They are uniquely placed to offer a personalised customer experience that extends revenue streams beyond connectivity, through integrated IoT solutions and new communications technologies that leverage developments in augmented and virtual reality. Networks will also evolve from on-premise equipment to an era of software systems.

Competitive advantage will be achieved through the ability to collect data and create new outcomes or experiences for end users. Telecommunications service providers who offer enterprises a variety of data-driven use cases will add value to their offerings and ultimately their customers. 2020 sees 44 zettabytes (44 trillion GB) of annual data flow, 40% of which will be stored or processed in the cloud.

In part two of the Fourth Industrial Revolution series we’ll look at how intuitive networks will create value for customers through flexible services, faster routes to market, and improved user experience.

The new Meeting Recorder tool, exclusively available in the Dubber mobile app, allows users to record meetings from their phone, store them securely in the cloud, and even transcribe them with Zoe voice AI. Record interviews, team meetings, or any conversation you might want to refer to in the future with this essential new tool. Meeting Recorder is as easy as pressing a button: once the meeting is over, it is available to replay just like your calls.

The death of minute-taking

Have you ever been so busy taking notes that you’ve missed what was said next? With Meeting Recorder you can give meeting participants your full attention, knowing you can replay the meeting at any time. With no need to take minutes, meetings can flow uninterrupted. Also, with Zoe, a full transcription of the meeting can be obtained and circulated as a follow-up to the meeting: ensuring nobody misses an important detail.

Transcripts can prompt action points and make collaboration more efficient. Zoe also analyses the sentiment of meeting participants and breaks every recording into sections assigned with a positive, neutral or negative rating. Alerts can be created to notify users of meetings that have been rated as having negative sentiment, and team managers can be alerted to meetings carried out by their direct reports to ensure that they are adhering to policies.

Pinpoint important moments with voice AI

With a full transcription of a meeting available with Zoe voice AI, locating a specific meeting recording is easy with searchable text and keywords. Stay organised by adding tags (such as customer name and attendees) and even attach comments and notes.

Never run out of storage

Unlike other mobile recording apps, Meeting Recorder stores all of your recordings in the cloud, just like your calls: so you’ll never run out of space. This is especially helpful when complying with regulations such as MiFID II, which requires financial interactions to be recorded and stored for up to 7 years. Even if you lose your device you can rest assured that your recordings will be safe in the cloud. Meetings can also be recorded on one device and accessed on another, and recordings can be integrated with existing applications, such as CRM systems, for added productivity, through Dubber’s open API.

It’s all in the palm of your hand

Out of the office and wish you could find your notes from an important phone call or meeting? With the latest version of the Dubber mobile app, you can play back your calls and meetings: anytime, anywhere, from any phone.

Keep all your recordings in the palm of your hand with the Dubber mobile app, available on iOS and Android. Play, share, organise, and analyse your calls with our powerful Zoe voice AI, from anywhere in the world. The app now comes with the new Meeting Recorder tool, which allows users to record meetings and store them securely in the cloud.

The full Dubber experience in an app

Working life doesn’t stop when you leave the office. With the Dubber app, you are no longer tied to your computer. From your phone, you can experience the full suite of Dubber tools wherever you are. View and listen to all of your recorded calls and meetings, just as you would in the web browser version of Dubber.

Our easy search means you can find calls using a range of criteria from date and time to call recipient. Within the playback page you can skip forward to replay an important detail or, if you have Zoe enabled, search the transcription and click on a word to play a conversation from that exact moment.

Tag your recordings from the app to organise them for easy retrieval and management. For a quick highlight of calls that require your action, mark your important calls with our star icon and separate them from the rest of your archive.

Zoe: powerful voice AI in your pocket

The Dubber app enables you to access the power of Zoe voice AI in the palm of your hand: transcribing your calls and meetings, measuring sentiment, and extracting keywords, timestamps and other metadata. Zoe can automate workflows through API integrations with third-party applications such as your CRM. With Zoe Notifications, you can create custom keyword and sentiment alerts to protect your business through proactive customer service.

Meeting Recorder: The death of minute taking?

Meeting Recorder is an exclusive recording tool with voice AI for smart transcription, available as part of the Dubber mobile app. Meeting Recorder securely stores all of your meetings in the cloud so they can be accessed from multiple devices and locations, and you’ll never run out of storage. Hit record during important meetings and talks and let the power of Dubber’s voice AI do the rest.

Meeting Recorder is the only recording app available with Zoe voice AI, eradicating the need for taking minutes with automated voice-to-text transcription. The transcript of the meeting can then be circulated as a follow-up. Zoe also allows you to search for meetings by keywords spoken, as well as within the transcript of a meeting: allowing you to pinpoint the exact part of a meeting you want to review. Sentiment is even analysed: showing an overall rating for the meeting, as well as a detailed breakdown.

Meeting Recorder is an ideal tool for sales and project managers who want to capture their team meetings in order to follow up on action points or as a coaching resource.

Playback is a call capture service for individuals that allows users to save calls that have already taken place. Users have three days after a call to save it for unlimited replay for one year. Features such as tagging and searching calls are available via mobile and web apps.

How does Playback work?

Playback is an innovative call capture service designed specifically for individuals. This unique product allows users to save calls that have already taken place. After each call is received or made, the user has three days to save it for unlimited replay for one year. Playback has all of the features of Dubber: allowing users to tag their saved calls, search and filter their results, and securely share their calls. Playback is available via the Dubber mobile app, which sends push notifications to remind users to save calls. Playback can also be accessed via web and deskphone apps. Users are charged per saved call. Playback works across fixed line and mobile calls, allowing users to access all of their communications.

A unique product for individuals

Playback calls remain private to the user who made or received them, unless they are shared by the user. Playback has one private login and the user has full control over which calls are saved and which aren’t. Whitelist and blacklist functions can even automate the saving or deleting of all captured calls from or to certain numbers.

Playback is the answer to forgetfulness. If you’ve ever put the phone down and immediately forgotten an important detail from the conversation, Playback is for you! Perfect for moments when a pen and paper aren’t handy, Playback can help everyone in their day-to-day lives as well as in the world of work. Playback is great for busy people on the go, people who hate taking notes and meeting minutes and those of us who are just a bit forgetful sometimes.

Just like other Dubber services, Playback can be managed via a mobile app: anytime, anywhere. Playback can also be used alongside voice AI Zoe for added benefits including transcription, keyword search, and sentiment analysis.

Designed for busy workers

Playback is designed for mobile workers who take calls on the go. Many sole traders do not have the luxury of taking calls at their desk and often conduct business while travelling between jobs. Playback gives them peace of mind that all those important details about their next job are safely stored for them to replay at their leisure. Here are some examples:

Sole traders: plumbers

Plumbers spend the majority of their time working remotely, or travelling from one client to another. Any calls they receive about new work are likely to be taken while they are working or driving, neither of which is convenient for noting down details such as the address. With Playback, a plumber is able to take a hands-free call while driving, safe in the knowledge that they can confirm an address later. At a time when they have returned to their desk and can note down important details, they can browse their call history and choose the calls they want to replay in order to confirm the details of the job.

Journalists

Busy journalists spend much of their time calling sources and conducting interviews over the phone. Rather than trying to make notes during a call, where they might get distracted from the conversation, or miss important details, journalists can replay a conversation to write up an interview. In an industry where accuracy is crucial, knowing a phone call can be replayed at any time gives peace of mind to journalists who can be reassured that any quotes can be easily confirmed.

C-level executives

Playback can make the life of everyone who conducts their business while on the go a whole lot easier. C-level executives who jump from one phone call to another, often taken while travelling between meetings, can benefit from the gift of hindsight that Playback brings. The ability to replay calls — anytime, anywhere — can save time writing follow-up emails to confirm details. Important business can be undertaken over the phone, with the knowledge that the voice equivalent of a paper trail is securely stored in the cloud.

We are so pleased to announce that Cox Business has launched on Dubber. Cox Communications is the largest privately held telecommunications company in North America and Dubber’s call recording and voice AI services are now available across the Cox Business network for all UC, SIP Trunking, and VoIP customers.

Dubber and Cox have integrated their platforms to provide an automated sign up service for Cox Business customers that will instantly provision Dubber call recording on the Cox network. The service is available now for Cox Business customers, after a successful beta testing deployment stage.

Steve McGovern, CEO Dubber:

“Cox is regarded as a leading provider of business communications globally, and is one of the most trusted brands in the telecommunications industry. The Cox integration into dubberconnect.com, with Call Recording, Playback and Contact Centre services, in addition to the Zoe AI suite, provides a seamless experience for customers and a world class service offering which we believe will have widespread applicability across the Cox Business network. We are particularly pleased with the very strong uptake of our premium Call Recording plans, “Contact Centre Agent” and “Plus.”