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In Conversation with Dr Iain McCowan

In Conversation with Dr Iain McCowan

As someone working in the domain of conversational speech and language AI for over 25 years, from researching speech recognition in smart meeting rooms through to developing commercial products and services, it’s been an incredible journey seeing the technology evolve.


Along the way, I’ve learned that while we often focus on new technological capabilities, real value is only unlocked when we deliver that within a user experience that helps people achieve the actual job that they need to do, or the problem that a business needs to solve.


Another key learning has been that, while technology changes at a rapid pace, the millions of meetings and business calls taking place around the world each day are just conversations between people, and the fundamental nature of conversations never changes. 


Conversations are dynamic interactions that unfold naturally, and so at first glance transcripts lack the readability and structure of authored text documents.  There is, however, an organic structure to all conversations.  They are set within a context, involving people with roles interacting in speaking turns similar to paragraphs in a document. Like chapters in a book, conversations progress through high-level discussion threads or topics, whether imposed by an agenda, or emerging naturally.  


Ultimately, meaningful conversations include key passages worth highlighting – Moments of significance.  Which specific Moments are significant depends on the context of the conversation.  It could be someone saying they will follow up on an item tomorrow, or raising dissatisfaction with a product. 


This perspective led us to develop Moments as a powerful way to deliver practical insights from business conversations.  As our first Moment, we found Complaints have significance to a range of organisations seeking to improve how they serve their customers.  Other Moments are in the pipeline – such as one that detects when staff suffer verbal abuse on a call, helping businesses provide a safer working environment. 


The public awareness of AI skyrocketed with the launch of Chat GPT and now AI is everywhere. These technologies have, however, been steadily evolving over a long period of time.  The Transformer neural network architecture underlying current language models was proposed back in 2017, and models have been steadily growing in capacity since then.  Another big step forward in this field was around 2018 when automatic speech-to-text reached human-level accuracy at transcribing conversations.  


While these things have been brewing for many years, there is no question that in recent months we have witnessed an enormous step forward in the capabilities of Large Language Models.  For me, the biggest change has been the naturalness of the responses these models generate to a broad array of questions or prompts, across industries and languages.  From our perspective, what this means is that we can now distil long call transcripts into readable summaries and key points just like notes a person might have taken.  For an end user this is a game changer – let’s face it, someone rarely has time to read a full transcript, they are mostly interested in just a few key moments.


In my role it’s important to stay at the forefront of this ever-evolving landscape.  One way we do this is by fostering strong relationships with key technology partners and university research groups.  This helps us see ahead to what is coming in the near-term as well as over the horizon. This highlights one of the benefits that customers gain from our cloud-based product – we seamlessly deliver the most up to date in AI technology for them to tap into.  For them, it’s out of the box and scalable, without requiring them to invest in people, development or budget to implement, maintain or upgrade.


So while much of the world woke up to AI when Chat GPT was released, our conversation intelligence platform has been in development at Dubber for some time – particularly over the two years since acquiring Notiv.  This platform allows us to deliver cloud-based AI-powered product experiences in a flexible, responsible way.  This has positioned us to quickly launch the Moments product on a global scale through Service Providers. 


Having done the heavy lifting, we’re now in the process of developing and rolling out a range of new Moments.  How do we do this?  We start with market research to define a Moment with value across a broad set of companies.  We then collaborate closely with early adopter customers to evaluate and refine the Moment on their calls, validating the benefit to their business.  An initial customer took 40,000 of their calls through this process, and for the first time they could see what people were complaining about, both at a macro level as well as being able to drill down into a specific conversation, helping them improve their customer experience and business performance.


Who do these use cases apply to? I honestly think the answer is ‘every business’.  From a small business, to mid-size, up to enterprise, every company wants to hear directly from their customers to improve their business. 


Technology evolves, but humans will always communicate through natural language.  With Dubber in the network we can help service providers and their customers unlock the full value of their conversations. The use cases for ‘Moments’ are seemingly endless.  Personally, my favourite moment is seeing one of our customers gain a new insight into their business and then realise that it was hiding in their call data all this time, just waiting to be uncovered!

Dubber now transactable on Microsoft Commercial Marketplace after recently achieving Azure IP Co-Sell Incentive Status

Dubber now transactable on Microsoft Commercial Marketplace after recently achieving Azure IP Co-Sell Incentive Status

Dubber’s leading conversation capture and intelligence solutions can now be purchased by customers and partners directly through the Microsoft Commercial Marketplace, which includes

the Azure Marketplace and Microsoft Appsource. The marketplace connects to over 4 million monthly active shoppers and more than 90,000 CSP (Cloud Solution Providers) globally.

This follows Dubber’s recent achievement of Azure IP Co-Sell Incentive Status– a collaborative agreement that enables Dubber to work directly with Microsoft sales teams and Microsoft partners on joint selling opportunities.

These two major milestones demonstrate the important and strengthening relationship between Dubber and Microsoft. The accomplishment also reflects Dubber’s continued commitment and focus on driving Azure consumption and becoming the leading compliant Microsoft Teams capture and insights solution in 2023.

Together, Dubber and Microsoft are enabling partners and their customers access to a conversational capture and intelligence platform that is Microsoft certified and ensures compliance with all major global communications regulations.

Microsoft Commercial Marketplace Transactable

There are four Dubber products available on the Commercial Marketplace: Dubber Recording (available via select partners), Dubber Unified Capture, Dubber Insights, and Notes Pro by Dubber. These solutions enable organisations to unlock the potential of every conversation and deliver critical business insights for compliance, CX, dispute resolution, productivity, coaching and more. For Service providers looking to transact through the marketplace, this solution allows a secure and rapid path to differentiation and revenue.

What does this mean for customers?

Dubber is “Azure benefit eligible” which means that eligible end customers can use purchases of Dubber to contribute towards their Microsoft Azure consumption commitments (MACC).

What does this mean for partners?

Resellers and communication service providers (Microsoft Cloud Partners) can benefit from a simple transaction and payment process, including guaranteed on-time payment by Microsoft. By transacting Dubber in the marketplace, resellers may also receive additional opportunities with Microsoft managed customers.

Additionally, communications service providers can take advantage of a zero cost and expedited means of transacting Dubber sales without having to “productise” the solutions.

About the Azure Marketplace:

The Azure Marketplace is an online market for buying and selling cloud solutions certified to run on Azure. The Azure Marketplace helps connect companies seeking innovative, cloud-based solutions with partners who have developed solutions that are ready to use.

Want to learn more?

Visit Dubber on Microsoft Appsource
Visit Dubber on Azure Marketplace

Podcast | In vs. On – How to turn every conversation into an infinite source of revenue

Podcast | In vs. On – How to turn every conversation into an infinite source of revenue

“Once you understand what isn’t working… the answer really becomes more clear,” says Michael Abenhaim, SVP of Americas Sales at Dubber.

Abenhaim describes a seismic challenge facing the service provider community and discusses a path forward. Native services and applications offered at a higher margin and lower cost, underpinned with 100% customer ownership will, according to Abenhaim, deliver the differentiation SPs and customers are looking for, but without deep partnering this solution is still difficult to realize. “By making conversational intelligence native on their network, service providers set the building blocks in place to deliver unique and valuable intelligence back to their customers in ways others are not or cannot,” Abenhaim adds.

In this podcast, Abenhaim opens the idea of conversational data as a place for providers to tap into, offering their customers an invaluable intelligence resource, and unlocking an underpenetrated revenue stream.

Dubber enables SPs to create infinite value by using technology to generate visibility within networks. Unlocking the value of the network starts IN the network.


Listen to the full podcast

In vs. Over: Where Service Providers need to create value next

In vs. Over: Where Service Providers need to create value next

Conversations with leading service providers reveal common themes.

  • How do we increase margins  at a time when lower yield UC services are an increasing part of our overall sales?
  • How do we deliver value from heavy infrastructure investments like 5G?
  • How do we differentiate our services and create new sources of value?

Answering these questions often started with new offerings running over the top of the network. Could we offer streaming services? Could we sell applications? Could we bundle tangential services – like contact centre software?

The answers to these questions lead to a new set of issues. Costs and complexity of sales and marketing increased. Margin was small and elusive. Service and maintenance costs escalated as the Service Provider often became the first point of contact for issues related to third-party services. And, because often what was offered elsewhere, differentiation was weak.

The net result was more money was made by those running on the network, with value accruing to them and not the Service Provider – and the Service Provider incurred the costs of running the network.

“There is probably no other industry that has contributed more in the last 25 years to the welfare and productivity and expansion of economies as the telecom sector. … And you are right. We have not been able to capture a significant part of the new value chain.

… Today roughly 56 per cent of the capacity of the network—of the European networks in this case—is being used by only five over-the-top [OTT] players that pay nothing for the use of the network.”

José María Álvarez-Pallete López ,chairman and CEO of Telefónica S.A. and board chairman of GSMA, Mckinsey Journal, 2022

In the network is the answer.

Service Providers are increasingly scaling back non-core over-the-top service offerings, reducing cost and complexity and returning their focus to extracting the value from services in the network.

This shift in focus is increasingly centred on one of the primary reasons networks exist – conversations in all their forms: voice, video, and text. Rather than simply focusing on monetising the connection that makes the conversation possible, the question is how to turn those conversations into a source of value for the customer and Service Provider.

A new generation of network-embedded services unlocks the ability to turn conversations into data and render that data meaningful through AI, machine learning, and natural language processing.

Imagine a Cisco Webex meeting taking place and the actions automagically summarised in a branded widget exclusive to a Service Provider and their customers. Or a crucial moment in a conversation between a tradie and their client being transcribed and summarised in a text for the tradie to share with other workers on the job. How about a customer satisfaction app unique to a Service Provider summarising customer satisfaction ratings from that day’s service calls, keywords, and agent performance?

Before today, doing any of this required heavy-weight enterprise applications, complex integration and a myriad of increasingly complex services.

Today, this is possible thanks to a new generation of network native services, instantly provisioned and integrated with the Service Providers’ billing engines. The workloads and costs associated with legacy transcription services are replaced with new services concentrating on where the conversations’ value occurs. And critically, the resulting data becomes a customer magnet, reducing churn and creating a foundation on which any number of new innovative services can be created.

Unlocking the value of the network starts in the network. It is the first place to begin improving revenue, retention and innovation.

Service Provider Trends Outlook 2022.

Why Enterprises Are Looking to Switch Service Providers in 2022 – And What You Can Do to Stop It. Explore all the findings in Service Provider Trends Outlook 2022.

Podcast | Empowering Enterprises – Revealing and Alerting using Voice Intelligence

Podcast | Empowering Enterprises – Revealing and Alerting using Voice Intelligence

“We’re in a really significant wave of change,” says Andy Lark, CMO of Dubber. As ever, according to Lark, the economics of change quietly move the more visible technology of change. The need for companies to grow revenue and to improve revenue, are causing them to look for, and in some cases, to allow for, technology advancements that can enable them to achieve their goals.

In this podcast, Lark stresses the accessibility of those improvements and the centralist of the SP. Cloud communications, cloud computing, AI and ML, are delivering technologies that were once available only to the world’s largest technology companies to now be available to the local veterinarian.

“What if there was no gap,” speculates Lark about the way that sales teams often ignore sales tools such as CRMs. Events, ideas, and comments are literally lost, and a valuable, well-intentioned sales process is undermined.

Now, according to Lark, there’s the possibility of recording and capturing events, ideas, and comments in a way that really works with the personas of the people involved. SPs looking to monetize opportunities, need to take a close look at these possibilities for their customers. Lark tells us that productivity improvements can be sold but it must be tangible. Being able to give back a customer the lost time he now dedicates to making meeting notes is an example of this sort of offering real world gains.


Listen to the full podcast


Is a remote-workforce compromising your compliance?

Is a remote-workforce compromising your compliance?

Discover how you can record calls, monitor breaches and store conversations in the cloud – all while being compliant. Download the Dubber call recording compliance checklist now.

In a world of Zoom and Microsoft Teams calls, it’s essential to stay on top of call recording compliance. Legacy, location specific call recording systems are in the past. The world has adapted to a new way of working, but the compliance rules and regulations remain the same.

Download our call recording compliance checklist to:

  • Learn what unified call recording is and why it’s essential
  • Meet regulations like AML/CTF, RG271, Hayne Royal Commission bills, HIPAA, GDPR, PCI DSS, KYC, Dodd-Frank, MiFID II, and more
  • See how Dubber AI can proactively mitigate fraud and compliance risks
  • Learn how to achieve continuous compliance – whether your employees are texting, calling or messaging
  • Understand how storing your call recordings in the cloud can make accessing recordings easier and prepares you for legal hold requests
Profit from the network in the conversational era

Profit from the network in the conversational era

Our recent research with AT&T showed that 72% of businesses lack a clear hybrid-work strategy. The findings also show other sentiments and challenges around Covid-driven hybrid working, including lack of innovation, insufficient oversight and cultural shifts.

But. Hybrid work will be the default by 2024. Half of the work will be performed offsite: 81% believe hybrid work will be the foremost working model by 2024, with 56% of work done offsite.

Artificial intelligence and machine learning were identified as the leading transformative technologies in the survey, with their intrinsic value identified specifically in the areas of employee training, intelligent enterprise search and learning and conversational help.

AI is a great example of the dilemma facing most service providers – how to monetize a transformative technology – does this opportunity get left to those running on the network – or, can AI on both the end-point and in the core of the network usher in a new era of conversation-based services?

Address the challenges at the network level

The issues emerging in addressing both AI and Hybrid Working as opportunities are challenged by macro issues: Businesses and consumers increasingly relate more to the app or service than the businesses that made the conversation possible – as a result, even the new 5g opportunity is relatively undifferentiated. Without new services and innovation based on AI, differentiation is unattainable, resulting in churn – a dependence on price and packaging, and balance sheet impacts from decreasing revenue and margin.

The question is will the shifts increase the value of the network to you, the Service Provider? Empowering increasing ROIC, revenue, retention, and differentiation; will they open opportunities for innovation for the service provider, allowing for innovation-powered differentiation?

Or will they deliver a more powerful platform to others? Those running on top of the network have shown us that revenue doesn’t return to the source of where value was created. But what if there was a way? This is why we started Dubber – not just to record calls but to deliver value from the network from our Platform.

Delivering on the promise and value with the Conversation Cloud

The new conversational era will be powered by the Conversation Cloud – the one place conversations can be retained, refined and AI-enriched to create value. Many of you who know Dubber may gravitate towards thinking that we are a call recording company… and that is understandable. The platform, however, has been designed to match the philosophy, namely that capturing the conversation should be from the source of that conversation – the network. Call recording, as tangible as it is, was only ever going to be the start. You’ve all heard the word ‘platform’ after the term ‘cloud’; it is the most overused and over-abused term in our vernacular.

That’s what Dubber is, a single global platform that enables service providers to deliver features at scale anywhere across the network. Features that enable value to be created from any conversation on the network, features that unlock content insights, features that enable the prospect for innovation, features which can create new and needed experiences for customers, and features that drive revenue from the source of their creation – the network.

Dubber is not your typical ISV partner, looking for re-sale partnerships with all the challenging sales motions that that entails to ultimately deliver unilateral value around our own detached technologies and customer base. We believed that the focal point needed to be the Service Provider for two key reasons: Firstly, because we believe that that would provide the best customer experience, and secondly, that would drive value throughout the supply chain. To do that, we need to be on board with you in every sense.

Solutions delivered to you should enhance the value of the network through differentiated services, not monetize the network at your expense. Those solutions should be burdenless, deployed with simplicity and scale, on with a click and integrated easily with provisioning and billing. And that they must unify applications and end-points, so conversations – text, video, mobile, UC could be accessed and enriched in one conversation cloud.

And that this could enable endless AI-based innovation opportunities for service providers with minimal CAPEX.

Reimagining the value of the network starts with reimagining the value of a conversation. And that begins with unlocking the value of content. Network operators generate an average of 10 to 15 per cent of their revenues outside of core connectivity; the type of services we deliver have the potential to double that. And this increases further when the customer adds other communications services to the Conversation Cloud.

The monetization opportunity is immense. Take any conversation – serve new applications – native widgets and or notifications. Let me give you a few examples of what we see as an exciting opportunity.

The emergence of new network services

We launched Notes by Dubber at Mobile World Congress. Deployed at the heart of a Service Provider network, users now get any meeting or call transcribed, turned into actions, with highlights and more. Enabling users to review meetings that they weren’t able to attend on the way home and easily share highlights for action by others.

The use cases run across all demographics, from consumer through to small businesses and enterprises. For example, say, on a mobile network, I could get a text nudge following a call with all the key actions from the call. Or a reminder of a meeting I committed to during the conversation to drop onto my calendar. Or perhaps my service and mobile might come with an app that quickly flags to me customer and employee sentiment for that day and gives me snippets from customer calls I should know about. Let’s say I’m a major bank, and I might have provided to me by my Service Provider a fully integrated compliance reporting dashboard that gives me total visibility into calls that potentially breach policies.

Or a simple search console that enables me to pull up highlights, a recording or a transcript of any conversation across the business. That same application would prove invaluable to HR, dispute resolution teams, or customer service managers. All of this is possible today. And this is just the start of a new era in which every conversation is a source of value for the service provider turning the network into an innovation factory with endless new services created and deployed with minimal CAPEX investment.

In most media industries, there is a well-known saying that content is king when it comes to future value. The networks which you operate contain an enormous amount of content that, to date, remains untapped. Every day, huge amounts of calls or conversations go across those networks and disappear into a vacuum. Others land on third-party infrastructure and applications where they are monetized independently of the service provider. One key question is how quickly can that change?

Reimagine the value of your network today

‘Speed to market’ is a familiar imperative that is identified by analysts and management alike. The Dubber platform is ready to go, as are primary revenue-generating applications which can deliver that content in the network.

What if this took months, not years and what if revenue flowed in days? And what if it did that without traditional CAPEX and OPEX burdens? We see an incredible opportunity to help to redefine the value of every network through the Conversation Cloud and Dubber Platform. It starts with a new form of partnership between companies like Dubber. One where we all benefit from increasing the value of the network and expressing the life of the network and conversations in new ways.

Customers are going to benefit from it; more than that, they are going to require it and what better way to serve it to them than directly from the network.

Mining the gold locked in telecoms networks

Mining the gold locked in telecoms networks

by Bill Bennett

Service providers have an opportunity to recapture the value in their infrastructure.

Telecommunications technology changes fast. Telcos and other service providers face ever-increasing infrastructure investments to stay competitive. Upgrading mobile networks to 5G or building fibre to the premise needs more capital.

Each year they spend hundreds of billions of dollars. There is no let-up in sight.

Meanwhile, there is no corresponding revenue rise. Customers get more data and faster data with each passing year although the price they pay remains steady. They get more reliable connections. Traditional telecommunications companies around the world built networks that millions turned to when they had to work from home.

When they look at the future through a traditional telco lens, they see few opportunities to add value.

Competing with free

Moreover, the value-added services telcos were able to sell in the past are now given away for free.

Technology companies provide free or low-cost digital services running on top of fixed-line and wireless networks, often, but not always, funded by advertising sales.

Take the free messaging offered by Facebook, Google and Apple. It can be advertising-supported or as a lure to sell hardware or other digital services. Zoom, Teams and Webex replace telco-provided video conferencing. The list of free or low-cost over-the-top services goes on.

Streaming video, music and gaming are other classes of over-the-top services that rely on networks built and maintained by telcos

To rub salt in the wounds, over-the-top companies continue to clock up record revenues and enjoy high margins.

Meanwhile, telecommunications experiences flat to decreasing revenues, increasing capital outlay requirements and reducing opportunities to differentiate.

Telco share of the online digital universe is decreasing

When comparing telcos to these tech companies the numbers make for sobering reading. The profits of the world’s top 25 telcos has fallen 46 percent. Their share of revenue is down 40 percent. Their share of the market cap dropped 60 per cent.

Meanwhile, the likes of Google, TikTok and Zoom are heading in the opposite direction. It’s no coincidence that Apple and Microsoft are among the world’s most valuable companies.

The telco sector’s long-time fear of becoming little more than a series of pipes could soon be reality. There’s irony in this: none of the new value the over-the-tops generate would be possible without the networks. They are the enabling technology.

There are other challenges. Governments around the world have different regulatory goals, but their rules often work to increase competition, which in turn keeps margins low. It’s not unusual for telcos in a contested market to compete all the profit away.

The logical conclusion of where the markets are heading is that telcos have lost the battle for opportunities on the network. However, things are quite different if we look in the network.

The opportunity is in conversations & content

All the extra value created by over-the-top companies comes from conversations. People and businesses need to communicate with each other. It remains as valuable as ever.

For over-the-top companies, those conversations take place on top of the network.

There is another set of conversations with untapped value. We’re talking here about the millions of conversations people have every day when they make voice calls on their mobiles or fixed-line phones through traditional telecommunications networks.

These conversations take place in the network.

Each of those conversations could hold as much value as those taking place on the over-the-top services. They represent an opportunity for telcos to win a much higher average revenue per user.

Moving beyond connectivity

Telcos have found it hard to move beyond connectivity in the past. There are huge barriers. Over-the-top players are not restricted by national boundaries, networks inevitably are.

The skills needed to develop and market digital services were expensive and hard to attract to firms unable to distribute start-up equity or offer seemingly unlimited career opportunities. That’s less the case today, skills are more widespread and, thanks to the cloud, technologies often need less complex integration.

Tapping into the conversations that take place in a network is one set of opportunities beyond connectivity. Other trends have potential.

Organisations with large on-premise call centres are shifting to cloud-based systems. They need flexibility and to be able to support new modes of working including home-based call centre staff.

Bigger than connectivity

Connectivity services typically deal in large numbers: customers serviced, call minutes, data traffic and so on. The numbers can be equally large beyond connectivity.

And unlike connectivity, where the number of customers is at saturation point, the market for in-network services holds huge growth potential. The examples are endless:

  • Deployed at the heart of a Service Provider network, Dubber Notes users now get any meeting or call transcribed – turned into actions – with highlights and more. A user can review meetings I wasn’t able to attend on the way home and easily share highlights for action by others.
  • Another service might deliver a text nudge following a call with all the key actions from the call. Or a reminder of a meeting I committed to during the conversation to drop onto my calendar.
  • Or, mobile services might come with an app that quickly flags customer and employee sentiment for that day – and provides snippets from customer calls a manager should know about.
  • A major bank could receive from their Service Provider a fully integrated compliance reporting dashboard that gives total visibility into calls that potentially breach policies. Or, a simple search console that enables them to pull up highlights, a recording or a transcript of any conversation across the business. That same application would prove invaluable to HR, dispute resolution teams, or customer service managers.

All of this is possible today. And this is just the start of a new era in which every conversation is a source of value for the service provider – turning the network into n innovation factory with endless new services created and deployed with minimal CAPEX investment.

Many of today’s business challenges are best dealt with from in-network services

Many businesses face challenges that are best addressed by value-added services telcos can offer from within their networks. There’s an ever-increasing compliance load, especially of those companies operating in and around the finance sector where record keeping becomes critical.

Conversational intelligence is an ideal way to capture the necessary information. It makes sense to do that at the network level. It makes even more sense for capturing and mining the conversations in the Network to take place in the Cloud where vast amounts of data can be stored safely and securely.

AI opens the door to a new frontier

Moving from connectivity services to capturing vast amounts of conversational recording data opens the door to new frontiers with even greater potential to disrupt and reshape telco business models. Voice call recordings already enable AI technologies like sentiment analysis, where customers can instantly read reports on how customers respond to conversations.

Understanding this opportunity changed our orientation at Dubber from the utility of call recording to the creating a platform that will enable value to be created from any conversation on the network – to enable the content on the network to unlock new sources of innovation and the creation of new, needed experiences for customers.

We believed that the majority of providers looking to enhance the value of the network had it wrong and we would get it right – and that the focal point needed to be the Service Provider:

  1. Solutions delivered to you should enhance the value of the network through differentiated services – not monetize the network at your expense
  2. Those solutions should be burdenless – deployed with simplicity and scale – on with a click – integrated easily with billing and provisioning
    And that they must unify applications and end-points. So conversations – text, video, mobile, UC – could be accessed and enriched in one conversation cloud.
  3. And that this could enable endless AI-based innovation opportunities for service providers with minimal CAPEX

Mining the gold in the network starts with native services the Service Provider can monetize and provides the pathway to increased revenue, retention and differentiation.

Let’s connect at Cisco Live!

Let’s connect at Cisco Live!

As Cisco’s leading partner for Unified Conversational Call Recording and Voice AI, we’re looking forward to participating in Cisco Live from June 13-16 in Las Vegas as a Collaboration Village Sponsor.

This is your chance to see the only preferred native and embedded call recording solution at Cisco Live. Dubber is native as a standard feature in Webex Calling Multi-Tenant and Dedicated Instance – an immediate benefit to every customer and a pathway for every Cisco Partner and Seller to drive richer Dubber solutions with a click.

We’ll be demoing Dubber, showcasing case studies and have great prizes and gifts waiting. Come on by!

Dubber is proud to be the most complete recording solution on all major Cisco platforms. With Dubber, Cisco customers across all industries now have the opportunity to unify conversational data capture and analytics, revealing the critical insights largely left untapped within voice, video, and chat.

In response to the new reality of hybrid-working, the unification and capture of all communication is vital to the transformation of enterprise working models and in delivering advanced functionality to drive innovation and collaboration across organizations.

For Cisco customers, the Dubber platform drives innovation, revenue, and retention as a hyper-scalable and instantly deployable secure cloud-based solution. With just a click of a switch, users can securely share and unlock meaningful insights and actionable intelligence enriched with conversational metadata and unified in the Dubber Conversational Cloud.

Here are some of the highlights of what you can expect from Dubber at Cisco Live:

  1. Speaking session by Adrian, Di Pietrantonio, Co-Founder and Executive Vice President of Global Platforms & Partnerships at Dubber 
    • Join Adrian in the Collaboration Village on Wednesday the 15th of June at 3:30-3:45 pm for a session on how Voice AI can address the challenges associated with hybrid work and unlock valuable insights for your business.
  2. Visit the Dubber kiosk & chat with a voice data expert
    • Visit us at the Collaboration Village, CL11 – E&F, and speak to one of our experts to learn how Cisco’s preferred private and compliant recording solution can be turned on and used in your enterprise.
  3. Loads of prizes are up for grabs!
    • Don’t miss out on the chance to receive a free demo of Dubber on Cisco’s major platforms and go into the running to win Dubber merch or an Apple Airtag!

So, in the spirit of the Cisco Live 2022 event tagline “ALL IN”, we’d love for you to join us and go ALL IN with Dubber at Cisco Live. Come see us at the Collaboration Village, CL11 – E&F, from June 13-16 to learn more about how Dubber can optimize your business by helping to ensure compliance mandates are met, improve customer and employee intelligence, reduce revenue leakage, expedite dispute resolution and turbocharge productivity. You don’t want to miss this!

Book a face-to-face demo of our platform or a meeting with one of our senior executives at Cisco Live. We look forward to seeing you there!

Profit from every Conversation

Profit from every Conversation

Service provider communications infrastructure is the backbone of society. However, the ability to generate value from these networks has diminished and is increasingly challenged.

As a critical infrastructure, telecommunications is highly valued by businesses and the community and vital to the current and future success of the economy. Despite this, it is frequently viewed as little more than a utility. Understanding future value creation for service providers of every kind requires a shift in focus from the network as a utility to the network as an exponential source of value based on the content flowing on it. Doing so enables us to reimagine the potential of the network and unlock the huge social and productivity benefits that our sector can deliver.

Conversations are the life of the network

Conversations make the network – they are the life of the network. Hundreds of billions have been invested in network infrastructure to make them possible – with more still to come.
Despite this investment, we constantly hear from service providers about their difficulties extracting value from the network.

“Over the past decade, telcos have been under continuous pressure as their traditional value pools have gradually eroded and new growth horizons have proven elusive, driving return on investment capital (ROIC) ever closer to weighted average cost of capital (WACC).” – McKinsey, A Blueprint for Telecom’s Critical Reinvention.

Now, ROIC is barely higher than WACC and falling – caused by high and rising requirements to invest CAPEX into network infrastructure. Network expenditure is forecast to rise significantly over the coming years as operators deploy 5G and edge-cloud networks, recasting consumer and enterprise value propositions in the process.

At the same time, telcos have seen other players in parallel verticals monetise the value of the network. Globally, the share of profit of the top 25 telcos has declined by 46% versus internet companies; the share of market cap has declined by 60%, and the share of revenue has declined by 40%, all while Google, Microsoft, Zoom, Facebook et al. have grown exponentially.

The pressure is unrelenting with the accelerating growth of OTT providers and MVNOs. None of these companies would exist without the demand for a conversation on the network. The need to communicate – to collaborate on work – to connect with friends and family drives their value.

But if conversations are the life of the network – why haven’t we been able to monetise the content they are made of? Why isn’t every unit of a conversation a source of ever-increasing value? And, why are others making more money running on the network than those investing in the network?

Unlocking value from the network through conversations

Already, Gartner predicts that 75% of business conversations will be recorded by 2025. This isn’t for compliance or traditional call recording requirements as we know them today, but because conversations are an extremely content-rich source of data that is now able to be enriched with artificial intelligence (AI), machine learning (ML) and natural language processing (NLP). Together these technologies make it possible to surface customer satisfaction and revenue insights in real-time and resolve Customer and Employee disputes efficiently. And meetings turned from time-wasters to productivity boosters.

When, where and how conversations occur has changed substantially. A new conversational era is upon us with employee and customer behaviour leap-frogging ten plus years. Remoting working has been matched by an acceleration in remote selling and service.

In 2021, video conferencing skyrocketed, with 82% of Australians starting or increasing their usage. Much of this shift was accelerated by COVID and the drive to hybrid working – it didn’t just change where we work, but how we communicate and when we work. Unified Communications exploded – challenging Telcos across everything from control of the customer to tech to margin.

And the pace of this shift isn’t stopping. Global UC spending is projected to grow at a 5% CAGR to reach $53 billion in 2025. Microsoft has surpassed 270 million monthly active Teams users globally, while Cisco Webex Calling has hit a record 8 billion monthly calls. And in 2021, Zoom grew Australian users by more than 54 times. And now 5G is set to create further opportunity – mobile will matter more than ever before, resulting in more endpoints and new kinds of end-points more connected than ever.

So how to service providers extract value from these shifts?

The first step in extracting the value of content and conversations on the network – and this starts by turning them into meaningful data sources by embedding conversational capture as a native feature of the network. Compliant, secure and scaleable capture enables AI-enriched insights and data to be produced from transcribed content in full or fragments.

From content in the Dubber Conversation Cloud, new services and applications can be developed rapidly based on data derived from conversations. At the most basic level, new subscription-based services fuel potential revenue at twice that of the service costs.

Dubber’s suite of service provider embedded products capture conversations across all endpoints and unify them – representing a unique opportunity to generate value from the network, no matter how people communicate.

By increasing revenue, retention and differentiation, we can change the economics of the network together.

The $600B revenue opportunity on 5G – new frontiers

5G is here and the opportunities for generating growth on provider networks are immense. As a new study by Juniper Research suggests, “revenue generated from 5G services will reach $600 billion by 2026; representing 77% of global operator-billed revenue.”

The study highlights multi-device subscriptions as a critical focus, and points to an increasing explosion of devices and data communications.

Another driver of 5G services is the need for organisations to effectively communicate and collaborate under a now pervasive hybrid work model, where “AI & ML was surveyed to be the #1 enabling transformative technology.”

Where can communications service providers expect to see new opportunities?

The possibilities of 5G mean far lower latency, and higher throughput on networks. What this means is that applications running on 5G can be far richer in experience for users than what’s possible on 4G.

A big component of this will be collaborative work across the globe – across voice, video, and chat, with apps that can support AR and intelligence overlays. How, when, where, and why we communicate in our business and personal lives will be key.

“93% of business leaders agree that communication is the backbone of business” – The State of Business Communication, Grammarly

If every major communications service provider has 5G, and needs to charge more to support this investment, the question remains: “How do we create differentiated services that not only demonstrate the power of 5G but also drive switching and adoption?”

Boosting ARPU with conversational intelligence

“Flat/declining ARPU is making it more important than ever that CSPs target their network investments in areas with the highest potential for sustainable growth and optimal return on investment (ROI).” – Planning today for the networks – and revenue opportunities – of tomorrow, Infovista

“For service providers, this marks a critical turning point in translating the power of the data coursing through networks to true value – both in ARPU and for their customers.”
– James Slaney, COO, Dubber

Dubber’s network-embedded conversational intelligence capabilities that analyze and give insights across voice, video, and chat, make it an unparalleled opportunity to help organisations do hybrid work effectively on 5G.

Service providers have unprecedented data flowing in the content on their networks – and it’s largely untapped. 5G will result in an exponential data explosion and it’s up to service providers to capitalise on the value of that data.

A crucial key to unlocking the value of data on 5G is in transforming conversations on voice and unified communications services into data. Notes by Dubber does just this – driving revenue, retention, and differentiation. Unlike many applications built purely for end-users, Notes By Dubber starts as a core network service – instantly embeddable and scaleable.

Get in touch to learn more about how putting Dubber on your voice, video, and chat offerings can help deliver ROI on your 5G investments.

Can corporate culture survive and thrive in hybrid work?

Can corporate culture survive and thrive in hybrid work?

“The Pandemic has forever changed the trajectory of the work environment. CxOs understand this but culture, processes and technology are not yet mature enough to meet the expectations of today’s workforce.” 

– 2022 Future of Work Study, Incisiv


Corporate culture is an intrinsic part of every business. When caring and order reign, and teamwork, trust, and respect are present, the workplace thrives. When company culture starts going south, employee engagement, loyalty, and retention rates go down, and conflict goes up. It’s a slippery slope, and many businesses have found it difficult to maintain a strong corporate culture in the shift to hybrid work.


Sustaining company culture is one of the top challenges facing businesses today in the shift to hybrid work. Why? Because distance and lack of modernised technology have caused friction in the workplace, which has led to a decline in satisfaction with company culture overall.

“Only 56% of C-suite executives believe they have been able to sustain their organization’s culture while working in a distributed working model”

– 2022 Future of Work Study, Incisiv


Service providers can help bridge the gap that has emerged in company culture by offering solutions that monitor and assess employee wellbeing across distance.


“Companies with strong culture achieve three times higher total return to shareholders than others.” – McKinsey, 2020


Dubber’s conversational analytics empowers businesses to bridge this gap – with insights into employee engagement, satisfaction, and connection collectively across the enterprise, as well as drilling down to the team or individual level. It’s a chance to put an end to not knowing. It’s also a chance to rebuild corporate culture to fit a hybrid work model, utilising the resources you already have to inform decision making. Dubber unifies conversations across all endpoints on phone, mobile, and Unified Communications platforms such as MS Teams, Cisco Webex, and Zoom for the full picture.


How conversational intelligence boosts company culture in hybrid work


  • Know your people and teams with real-time sentiment analytics – by meeting, team or company-wide, whether in-person or online
  • Replay, share and evidence crucial conversations to coach and resolve interpersonal issues based on exactly what was said in remote meetings
  • Reduce meeting overload and burnout by enabling team members to quickly surface the parts of meetings relevant to them without having to attend the meeting
  • Discover when teams are not communicating enough, to re-evaluate and reignite modern team-building practices


Service providers can enable their customers by offering Dubber as an essential service alongside their remote communications tool stack. Ask us how Dubber can help double your revenue on every endpoint.