All Article / Blogs & News / Unlock the power of conversations with AI
Tagged:

News and announcements

Driving Growth for Automotive Dealerships with Insights that Enhance Business Performance

Driving Growth for Automotive Dealerships with Insights that Enhance Business Performance

Dubbers Voice Recording and Powerful AI helps automotive dealerships increase sales, improve customer service, and protect employee well-being.

By analysing customer and sales team conversations, automotive dealerships can unlock powerful and actionable insights that boost productivity and improve the customer experience. 

With leading voice recording and AI technology, Dubber captures and transcribes every conversation, providing in-depth visibility for automobile dealership teams to turn everyday conversations into valuable insights. 

 

Drive More Showroom Visits: AI-Powered Insights for Sales Lead Conversion

For sales teams, Dubber’s advanced AI provides in-depth visibility into how effectively conversations are converted into appointments. Dealerships can monitor the number of conversations where test drives are offered, identify common sales objections (pricing, features, availability etc.), track follow-up offers that result in further conversation, and analyse the time spent on sales activities versus non-sales tasks at an individual, team, and dealership level. 

By understanding the key interactions between sales teams and current or potential customers, dealerships can automate workflows, eliminate inefficiencies, and maximise conversion rates through tailored strategies that refine sales processes and team performance. 

 

Elevate Service Excellence: AI-Powered Insights to Resolve Recurring Customer Issues

Beyond sales, Dubber empowers customer service teams to closely monitor customer feedback through conversations with service centre staff. Dealerships can categorise and track complaints, such as vehicle repair issues, service quality, part replacements, and more, helping to pinpoint common pain points. 

This real-time data  strengthens service quality by improving first-contact resolution rates and establishes best practices to streamline service processes such as inventory management and service scheduling. 

 

Protecting Your Team: AI-Driven Insights for a Safer, Supportive Workplace

With Dubber, automotive dealerships can cultivate a safe and supportive work environment by identifying instances of inappropriate or abusive customer interactions. Our AI analyses conversations in real-time to flag abusive language and threatening behaviours, and by detecting these early, dealerships can track the frequency and severity of incidents and implement proactive measures. With these data-driven insights, automobile dealerships can take steps to protect employee wellbeing and foster a positive workplace.

 

Dubber is helping automotive dealerships enhance business performance and value whilst creating more meaningful relationships with their employees and customers.  

For questions or queries on how we can drive success for Automotive businesses contact us here: contactus@dubber.net

Improve Management of Your Remote Workforce with Dubber: Staff Compliance, Performance, and Culture

Improve Management of Your Remote Workforce with Dubber: Staff Compliance, Performance, and Culture

Businesses need solutions that can provide immediate value, connect and manage teams globally, measure employee performance, and support long-term growth.

Managing a highly mobile workforce presents unique challenges such as ensuring compliance, tracking performance, and providing effective training without in-person supervision. Businesses with teams on the road, working from home or in hybrid situations need solutions that can provide immediate value, efficiently connect and manage teams, and support long-term growth. 

 

Staff Compliance with Internal Policies and Regulations 

Dubber automatically records and securely stores every call, providing a clear audit trail for all customer interactions. This ensures that staff comply with company policies and regulatory requirements at all times. With built-in oversight, businesses can actively monitor adherence, prevent HR issues, and enforce compliance across teams—regardless of their working location.

 

Streamlining Training and Performance Tracking

Call recordings and transcriptions provide actionable, valuable data, and by capturing conversations from team members in real-time, Dubber builds a compliant and centralised resource. 

Businesses with mobile workforces may struggle with the ability to monitor and assess employee contribution, as it becomes more difficult to ensure they are engaging in meaningful conversations, adhering to company policies, and delivering the expected output. 

With the Dubber platform , managers can manage the conversations of their teams and where appropriate reinforce best practices, highlight successful strategies, address areas of improvement, and monitor overall performance. 

 

Building a Collaborative Team Culture 

With collaboration through real-time call insights, managers can share successful sales strategies, common challenges, and key takeaways from conversations. By sharing these learnings, teams exchange knowledge and best practices can be implemented. 

 

Simplifying Remote User Activation and Onboarding

Dubber’s open API and seamless integrations allows managers to activate new users from anywhere, speeding up the onboarding process through a frictionless experience.  

 

Managing highly mobile and dispersed workforce comes with challenges, but with the right tools, it can become an opportunity for growth. Dubber is here to help. 

For questions or queries on how we can drive success for your business contact us here: contactus@dubber.net

Empowering Our Partners and Their Customers with Leading Voice Recording and Powerful AI Insights

Empowering Our Partners and Their Customers with Leading Voice Recording and Powerful AI Insights

As we look ahead to 2025 and beyond, Dubber is focused on delivering the next generation of voice recording and powerful AI insights.

As we look ahead to 2025 and beyond, Dubber is focused on delivering the next generation of voice recording and powerful AI insights, while building more meaningful connections with our customers and partners worldwide. 

 

Building Trust with Technology

Businesses need solutions they can rely on to provide secure, seamless, and compliant communication experiences. Dubber has earned the trust of businesses worldwide by delivering reliable and efficient solutions that meet the highest standards of compliance. We work, and continue to grow, with telecommunications providers and organisations to offer trusted, actionable solutions that deliver immediate business value. 

By prioritising transparency, security, and innovation, we provide full visibility into our security practices through our Trust Center, reinforcing Dubber’s commitment to data protection and regulatory integrity. 

 

Driving Innovation for the Future

From voice recording to our AI-powered conversation intelligence, our team of expert engineers and data scientists are continuously developing and executing new capabilities that deliver deeper insights and value for our users.

Through ongoing research and development, we are focused on reshaping industries and empowering businesses to increase operational efficiency, remain competitive, and improve business decision making. 

 

Leading with Responsibility 

As we build for the future, we are committed to responsibility by prioritising ethical practices, regulatory compliance, and the highest standards of quality. This is reflected in the way we work and how we develop and distribute our solutions.

Our in-house AI models are rigorously trained, tested, and deployed to ensure transparency and accountability at every stage. Being responsible also means making our solutions accessible, easy to deploy, and compliant, supported by quality assurance processes and an ongoing focus on data security. 

By using ethical and responsible AI practices, we’re delivering not only performance and security, but a peace of mind for our partners and customers. 

 

As we continue to innovate and grow, Dubber remains focused on being a trusted partner, a leader in AI-driven communication solutions, and a company committed to the highest standards of responsibility. We look forward to driving value with you.

Contact us with any questions or inquiries.

Looking Ahead: Exciting Plans and Growth for Dubber in 2025

Looking Ahead: Exciting Plans and Growth for Dubber in 2025

Happy New Year, everyone! As we step into 2025, we’re energised by the opportunities ahead.

Happy New Year, everyone! As we step into 2025, we’re energised by the opportunities ahead and the incredible momentum already building across our business.

This year, we’re starting strong with a bold initiative to reposition our market-leading AI. These updates are focused on accelerating the uptake of Dubber Insights across a broad range of segments that include Automotive, Retail, Financial Services, Construction, Healthcare and Government. With Conversation AI we’re setting a new standard for value and innovation—ensuring both our partners and customers stay ahead of the curve.

Our platform investments from the last quarter have already started delivering significant value to our customers. Key highlights include the launch of our AI self-learning feature, which customises deeper insights across all our Dubber Moments, accessible to all customers with no effort required. We also enhanced call recording capabilities for Webex Contact Centre and Zoom, alongside updates to our technology supporting MS Teams. These advancements further strengthen our competitive position in call recording and conversation AI.

We’re also thrilled to welcome a dynamic new board that shares our vision for growth and leadership. Across the organisation, there’s an undeniable buzz of excitement as we see our positive culture driving fresh energy into everything we do. From a strong start in sales to a renewed commitment to building the features within our platform that secure our market leadership, it’s clear that 2025 will be a year of impact.

To our valued partners, customers, and dedicated team members: we hope you enjoyed a well-deserved break and feel as recharged as we do. Together, we’ll achieve extraordinary results, and we can’t wait to share this journey with you.

Looking forward to an incredible 2025 with our partners and customers!

Enhancing Microsoft Teams Compliant Call Recording: Key Updates and Strategic Insights from Dubber

Enhancing Microsoft Teams Compliant Call Recording: Key Updates and Strategic Insights from Dubber

We have rolled out a series of enhanced updates to our Microsoft Teams call recording solution, bringing greater functionality and improved user experience.

With the continued rise of hybrid and remote work, Microsoft Teams has become a cornerstone of modern business communication. With more than 320 million endpoints on Teams Meetings and 20 million on Teams Phone, Dubber’s commitment to enhancing call recording capabilities and providing comprehensive solutions remains stronger than ever. 

 

We have recently rolled out a series of important and enhanced updates to our Microsoft Teams call recording solution, bringing greater functionality and improved user experience. If you missed it, or if you’re looking to explore how these improvements can continue to benefit your organization, here are the key enhancements designed to optimize your compliance and data capture strategies. 

 

Advanced Recording Capture Controls 

Dubber’s call recording solution for Microsoft Teams offers even more flexibility with advanced recording controls. Businesses can choose exactly what they want to record, whether it’s internal calls, external calls, or meetings with clients versus colleagues. This level of granularity helps tailor solutions to specific organizational needs and gives more control in customizing recording strategies.  

 

Simplified Set-up for Faster Deployment 

The updates eliminate complex account setup processes, making the entire process more intuitive and efficient. This streamlined system enables partners and enterprise customers to quickly deploy Microsoft Teams call recording across multiple accounts with minimal effort. With fewer technical barriers and faster implementation, businesses can start capturing valuable conversation data without delays, for quicker access to the insights they need to drive better outcomes. 

 

Reliability and Scalability for Global Teams 

Dubber’s call recording solution is built for global scalability and reliability, ensuring that every call is captured, no matter where or when it occurs. Our setup ensures that there’s always a bot available to service calls, even in the busiest global environments. Whether you’re managing large meetings across time zones or scaling up during peak periods, it automatically adapts to meet your business needs – no manual intervention required. 

 

We remain committed to evolving our platform to ensure that our partners and customers have the tools they need to stay compliant and gain valuable insights from their conversation data.  

 

To hear Vish Kaimal, Dubber’s Product Lead speak more about these updates, and how they are transforming Teams Recording, watch the video here:

Connecting the Dots – Revolutionizing Conversation Intelligence

Connecting the Dots – Revolutionizing Conversation Intelligence

Meaningful customer interactions are increasingly important, and grasping the intricacies of conversations can set businesses apart. Making and understanding these connections are at the heart of successful business operations, as they shape our interactions, influence strategic decisions, and drive growth. 

 

That’s why we’re excited to introduce Connections. As a standout feature in our AI-driven conversation intelligence platform, Dubber Moments, Connections empowers businesses to unlock deeper insights tailored to customers’ unique business needs, reshaping every interaction into a strategic opportunity for growth.

 

The Power of Connections

Dubber Connections takes conversation intelligence to the next level. Unlike traditional keyword searches that merely skim the surface, this groundbreaking feature identifies specific product names, services, or brands within each Moment in conversations.  It aggregates data on mentions, customer segments, and trends, providing organizations with a comprehensive understanding of their marketing presence and potential opportunities. 

With Dubber Connections, you can uncover insights that matter most, leading to smarter strategic decisions.

 

Why Choose Dubber Connections? 

Tailored Insights

Deliver insights that align with your customer’s specific business needs enabling more effective decision making. 

Improved Market Understanding

With deeper analysis, businesses can grasp their market presence and identify new opportunities. 

Seamless Integration

Dubber Moments can be seamlessly integrated into your existing operations, allowing you to harness these capabilities with minimal disruption. 

Competitive Edge

Differentiate in a saturated market with advanced insights that traditional solutions cannot match. 

 

The launch of Dubber Connections is more than just an upgrade; it’s a commitment to innovation and excellence in conversation intelligence. We invite our partners to explore how this feature can elevate your offerings. If you’re not yet leveraging our advanced AI capabilities, now is the time to discover the unparalleled advantages that Dubber Moments can provide.

Join us in connecting the dots for your customers – let’s redefine what’s possible in conversation intelligence. 

Ready to learn more? Contact us today to see how you can start offering Dubber Moments to your customers.

Driving Revenue and Innovation: Dubber’s Highlights from WebexOne 2024

Driving Revenue and Innovation: Dubber’s Highlights from WebexOne 2024

Another WebexOne in the books! As a proud Cisco partner, Dubber was thrilled to sponsor the event and showcase our commitment to enhancing communication and driving revenue growth for Cisco partners, sellers, and customers. With our latest product expansions and integrations available on Cisco, we’re redefining the possibilities in conversation capture and business intelligence. 

 

As expected, AI was a significant focus at the event, highlighting how technology is reshaping communication strategies across different industries. Attendees explored the transformative power of AI, discussing its role in automating processes, enhancing customer experiences, and providing business insights that were previously unattainable.  

 

Dubber engaged in conversations around the future of AI-driven solutions and their ability to analyze large amounts of data quickly, offering actionable insights that inform business strategies. This evolution is particularly relevant in today’s fast-paced and digital environment, where businesses must adapt swiftly to changing customer expectations. Dubber’s AI, built from the ground up, is specifically designed to harness these capabilities, providing seamless integration and real-time analysis that empower organizations to unlock the full potential of their conversations. Our proprietary AI technology ensures that every interaction becomes a source of valuable insights, driving smarter decision-making and enhancing operational effectiveness. 

 

We took the opportunity to discuss our new product offerings, Dubber Recording + Trends and Dubber Unified Capture + Insights. These innovations leverage our market-leading call recording capabilities while integrating advanced AI-powered conversation intelligence. By analyzing conversations in real time, organizations can uncover actionable insights that drive better decision-making and enhance customer interactions.  

 

Dubber’s updated products not only provide a more extensive offering to meet the diverse needs of our customers, but also present a significant opportunity for Cisco partners and sellers to drive revenue per user on Webex. Dubber users can now seamlessly upgrade and deploy paid SKUs directly within the Cisco Control Hub, simplifying the upgrade process and encouraging a seamless transition to premium offerings. This streamlined approach is designed to boost user adoption of Dubber’s advanced technology, increasing ARPU for partners and sellers alike. 

 

Whether you are deploying Webex for small businesses or large enterprises, Dubber’s solutions automatically deliver insights across the entire organization. Looking ahead, further enhancements in our integration with Cisco will focus on improving awareness and engagement, ensuring sustained revenue growth and greater value for customers.  

 

Thanks again to the Webex team for having us, let’s continue to drive innovation and unlock value together!  

To learn more about Dubber’s solutions available on Cisco Commerce Workspace (CCW), contact us at cisco@dubber.net.   

 

Dubber Expands AI-Powered Conversation Intelligence on Cisco Commerce Workspace

Dubber Expands AI-Powered Conversation Intelligence on Cisco Commerce Workspace

Dubber is pleased to announce the expansion of its offerings on Cisco Commerce Workspace (CCW) to include our latest growth products, available immediately.

Dubber, the global leader in Conversation Capture & Conversation Intelligence is pleased to announce the expansion of its offerings on Cisco Commerce Workspace (CCW) to include our latest growth products, available immediately. Powered by Dubber’s proprietary AI technology, this update broadens the scope of Dubber’s out-of-the-box solutions for Cisco partners and customers, providing seamless access to cutting-edge call recording and actionable business intelligence capabilities that drive revenue growth.

At Dubber, innovation drives everything we do. Our latest AI-powered solutions capture critical moments in conversations, detect emerging trends, and deliver actionable insights instantly—without any setup required. The integration of Dubber Moments with Dubber Recording provides users with immediate access to the Trends dashboard on the Dubber Platform, unlocking powerful insights that elevate customer experiences and optimize sales team performance. Demonstrating the true potential of conversation intelligence, this integration showcases the value derived from the advanced AI capabilities of the Dubber Platform and paves the way for upselling to more sophisticated solutions powered by our state-of-the-art AI.

 

New CCW Dubber products:

Dubber Recording + Trends: Leverages Dubber’s market leading call recording with access to AI powered conversation intelligence to analyze conversations in real-time. By combining powerful call recording with actionable trend analysis, this value-packed solution allows businesses to uncover actionable insights from their communications. 

Dubber Unified Capture + Insights: Features market leading unified conversation capture with access to AI powered conversation intelligence​. This solution provides comprehensive conversation capture across multiple channels, delivering exceptional value by transforming every interaction into meaningful intelligence. With exclusive access to One Moment, you gain holistic and transformative insights that enhance decision-making and drive business success.

 

“We are excited to extend our product offering with Cisco, delivering unparalleled access to the innovative capabilities of the Dubber Platform,” stated Adrian Di Pietrantonio, EVP of Global Partners at Dubber. “This partnership empowers Cisco Partners to harness the power of Dubber Moments, our patented, award-winning conversation intelligence that unlocks business insights from call recordings and paves the way for Cisco Partners to grow revenue and provide more value to their customers.”

Dubber remains the only fully embedded, fully automated OEM Recording and AI solution in Webex, setting a new standard for communication intelligence. This expansion is significant in Dubber’s ongoing collaboration with Cisco, reinforcing our shared commitment to delivering cutting-edge communication solutions to businesses worldwide. 

 

For more information about Dubber solutions available on Cisco Commerce Workspace (CCW), contact us at cisco@dubber.net.

Supercharge Your Business with Dubber on Microsoft Teams and Discover our new Advanced Media Recording Control Feature

Supercharge Your Business with Dubber on Microsoft Teams and Discover our new Advanced Media Recording Control Feature

In today’s fast-paced business environment, staying ahead requires more than just keeping up with technology – it means leveraging it to its fullest potential. Dubber’s integrated solutions for Microsoft Teams are designed to revolutionise your business operations, whether you’re focusing on compliance, customer experience, sales performance, or dispute resolution. By capturing and analysing every conversation, you unlock valuable data that drives better decisions and outcomes.

Why Dubber for Microsoft Teams?

  • Seamless Integration: Say goodbye to complicated setups. Dubber’s native integration with Microsoft Teams ensures every call and interaction is automatically recorded with just a few clicks. Focus on what matters most while Dubber handles the rest.
  • Unmatched Compliance and Security: For many organisations, compliance is a critical concern. Dubber addresses this by meeting stringent standards, including PCI, HIPAA, and GDPR. Our platform features enterprise-grade security and data sovereignty, ensuring your recordings are stored in regional hubs for maximum protection and compliance.
  • AI-Powered Insights: Dubber isn’t just about recording conversations – it’s about transforming them into actionable insights. Our advanced AI capabilities include sentiment analysis, keyword searches, transcriptions, and real-time alerts. With Dubber Moments, our patented, cutting-edge AI technology, you can pinpoint and analyse crucial moments in conversations to boost decision-making and operational efficiency.

With Dubber Moments, you can:

  • Gain Deeper Insights: Uncover valuable insights from your conversations that were previously inaccessible, enabling you to make informed decisions that drive growth and efficiency.
  • Enhance Customer Experience: Understand your customers better by analysing their interactions, leading to personalised experiences and strengthened relationships.
  • Improve Operational Efficiency: Streamline workflows and identify areas for optimisation by harnessing the power of AI-driven conversation analytics
  • Scalable and Flexible: Traditional recording solutions often fall short when it comes to scalability. Dubber’s cloud-based platform grows with your business, eliminating the need for additional hardware. Our flexible subscription plans cater to organisations of all sizes, offering a cost-effective solution that evolves with your needs.

Introducing Advanced Media Recording Control: A Game-Changer

We’re excited to announce our latest feature for Microsoft Teams: Advanced Media Recording Control. This innovative tool allows users to record video and screen shares separately during Teams meetings. Here’s how this feature can transform your organisation:

  • Enhanced Compliance: Tailor your recordings to meet local regulations by capturing only what’s necessary. This targeted approach ensures compliance without excess data.
  • Optimised Storage Costs: Reduce storage expenses by avoiding unnecessary video recordings. Manage your data more efficiently and cost-effectively.
  • User Empowerment: Choose between recording the full meeting or just the screen shares. This flexibility allows you to capture the most relevant information, enhancing the overall user experience.

Developed in response to customer feedback and market demands, this feature highlights our commitment to providing solutions that adapt to your evolving needs.

Advanced Recording feature

Unlock New Possibilities with Dubber

Discover how Dubber can revolutionise your Microsoft Teams experience. Contact our support team to learn more about how you can leverage Dubber’s advanced features to drive your business forward.

Embrace the future of communication with Dubber—where every conversation counts.

Dubber and Alianza Collaborate to Elevate Cloud Communications for CSPs Worldwide

Dubber and Alianza Collaborate to Elevate Cloud Communications for CSPs Worldwide

Dubber & Alianza Collaborate to Elevate Cloud Communications for CSPs Worldwide
Cloud communications provider makes cutting-edge conversational intelligence available to a network of over 200 communication service providers

DALLAS and MELBOURNE – October 10, 2023 – Dubber Corporation Limited (ASX: DUB), the global leader in conversational intelligence and capture, today announced a new strategic alliance with Alianza, the communications cloud for service providers, in which Dubber will be providing state-of-the-art conversational intelligence solutions into the Alianza platform. This new offering will assist in extending the benefits of AI-driven insights to a platform of more than 200 communication service providers (CSPs).

Redefining Communication with AI

As a leading cloud communications company with a diverse range of CSP customers, from emerging to established Tier 1 providers, Alianza is dedicated to driving innovation for its service providers.

With the integration of Dubber’s suite of capture tools and AI-driven insights, Alianza will equip CSPs with cutting-edge capabilities to put them at the forefront of the global shift towards conversational intelligence. This includes unified recording, in-depth analytics, and voice AI, enabling service providers to extract maximum value from communication data and provide end users with services that are uniquely differentiated.

“Dubber provides innovative, value-added services to our service providers as an integrated part of Alianza’s robust cloud communications product suite,” said Dag Peak, Chief Product Officer, Alianza. “Dubber’s market-leading ability to provide unified call recording and advanced analytics at scale complements our cloud-native solution perfectly.”

Leveling the Playing Field

In an era where artificial intelligence is allowing smaller players in the market to leverage the capabilities of industry giants, Alianza’s decision to make advanced conversational intelligence available to its CSPs is both strategic and timely. This new partnership allows Dubber to extend its leading conversational intelligence solutions to Alianza’s extensive CSP customer base, furthering the company’s mission to ensure businesses extract valuable insights from their communications.

Dubber’s approach goes beyond transcription by using AI to capture content and transform pivotal points in conversations into actionable insights. This helps service providers differentiate their business, innovate, and monetize their networks.

“Alianza is well known in our industry for their relentless focus on delivering an exceptional customer experience. They have invested significant resources in building their own truly cloud-native, carrier-grade communications platform built for service providers and their customers,” said Steve McGovern, CEO, Dubber. “Like Dubber, Alianza recognizes the value of delivering a cloud platform to service providers and our companies share a common vision of where our industry is headed. As voice data capture becomes increasingly critical for service providers and end-users alike, we look forward to working closely with their team to provide Dubber’s platform-as-a-feature and call recording capabilities as an integral part of their Business Cloud Communications solution.”

About Dubber:

Dubber, the global leader in network based conversation intelligence, offers cutting-edge solutions designed to enhance communications for end users and benefit our Communication Service Provider (CSP) partners. Listed on the ASX, the company’s innovative cloud platform connects to over 205 CSPs, capturing crucial information from voice, video, chat, and SMS data, also known as ‘Moments.’ By harnessing advanced capture and AI technologies, Dubber transforms these moments into valuable business insights, enabling CSPs to differentiate, innovate, and monetize their networks.

About Alianza:

Alianza is the communications cloud for service providers. We help our customers supercharge growth, reduce costs, and transform into modern techcos. With Alianza, service providers can navigate the end of the softswitch era and upgrade to a cloud-native solution to power both legacy voice and next-gen cloud communications services — including cloud meetings, collaboration, and text messaging. Our team of experts are passionate about simplifying service delivery and ensuring first-rate customer experiences for more than 200 service providers. Learn more about our solutions at www.alianza.com and follow us on LinkedIn and Twitter.

For more information, contact:
Dubber Investors and APAC Media
Terry Alberstein terry@navigatecommunication.com.au
+61 (0) 458 484 921

Dubber Americas and EMEA Media
Jake Galland – Account Manager, TFD, jake@wearetfd.com
+44 7780 866874

Alianza, Inc. Media
Justin Cooper
Executive Vice President, Marketing
pr@alianza.com

Dubber Moments Wins CogX Award for Best AI Product in Telecom

Dubber Moments Wins CogX Award for Best AI Product in Telecom

Dubber Corporation Limited (ASX: DUB), the global leader in conversation intelligence, has been awarded “Best AI Product in Telecom” for Dubber Moments, its revolutionary voice AI solution, at the prestigious CogX Awards in London.

The CogX Festival is the world’s largest gathering of CEOs, entrepreneurs, academics, artists, activists and policy makers working together to address the biggest questions, achievements and challenges of the influential technologies shaping our future. The awards ‘celebrate change makers and innovators impacting our world in the last 12 months, those innovators, visionaries, and change makers who are helping us get the next ten years right,’ and are voted on by independent global industry leaders.

Dubber Moments Takes The Prize for “Best AI Product in Telecom”

The recognition of Dubber Moments as a best-in-class AI product is testament to its potential to reshape communication experiences. As a trained AI service, Dubber Moments offers a revolution for communication service providers by unlocking the vast amounts of voice data traversing their networks and providing out-of-the-box insights for their customers.

Powered by advanced artificial intelligence and natural language processing capabilities, Dubber Moments analyses conversations to pinpoint pivotal moments based on contextual understanding. Actions, complaints, and a variety of additional conversational points can be automatically detected and flagged for action. By identifying these critical segments, Dubber Moments generates immediately relevant insights from voice data.

Rather than simple transcripts, end users and businesses can now enjoy actionable intelligence from every conversation. This has implications for any service provider or business seeking to unlock added insight from their conversations, without the need for large in-house AI budgets and teams. Dubber Moments is connected to the largest service provider networks across the world and empowers them to deliver innovation and differentiation within their offerings.

“We are thrilled to be honoured by CogX for our advancements in delivering AI innovation that has the ability to have significant impact for the telecommunications sector,” said Steve McGovern, CEO of Dubber. “Dubber Moments highlights our vision of turning the communications across Service Provider networks into usable data which can then be elevated into Conversation Intelligence products providing game changing value for Service Providers and their customers. ”

Revolutionising Comms

Dubber’s Platform is uniquely designed to capture communications data, at scale, across Service Provider networks and Dubber Moments has the potential to revolutionise the communications industry by creating and delivering content directly from that data with endless user applications.

Dubber Moments can be packaged either as a network feature, embedded and standardised within a telecommunications offering, or as specific insights across an entire business. In either case, Dubber Moments delivers value previously unattainable directly from the network.

The company invested heavily in advanced AI engineering to develop the Dubber platform and the growing Dubber Moments product suite. “We believe that individuals and businesses will have enhanced expectation levels regarding their communications experiences and, for a Service Provider, AI is no longer a nice-to-have – it’s a competitive necessity,” said McGovern. “We are committed to pushing the boundaries of conversation intelligence, empowering individuals and organisations with insights that enable smarter and elevated decisions.”

Looking ahead, as part of the continuing evolution of Dubber Moments, near term future product releases will help organisations improve customer experiences, boost team performance, address employee wellbeing and enhance employee engagement.

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!