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Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers, government, and businesses of any size, today released its Annual Report to shareholders for the year ending 30 June 2021.

Dubber Corporation Limited (ASX: DUB) (‘Dubber’ or ‘the Company’), the leading global Unified Call Recording & Voice Intelligence cloud service designed for service providers, government, and businesses of any size, today released an update on the Company’s operating focus along with the Appendix 4C for the quarter ended 30 September 2021.

Read the Report. 

Are you really listening to your customers? Because if you aren’t capturing and unifying the conversations you have with them, meaningful insights are lost.

Sales are a multi-touchpoint experience – voice, video and chat – even more so in this new world. So, how do sales managers uncover hidden revenue?

With total visibility across multiple communication points, a centralised platform, and a little help from AI.

Traditional solutions where the recording is attached to an app or a single connection point limits visibility, introduces complexity and increases cost – inevitably you end up paying for multiple conversational recording solutions.

According to Gartner’s top strategic IT predictions for 2021 and beyond, by 2025 75% of conversations at work will be recorded and analysed. Many of our clients are in tune with these predictions.

Get acquainted with Dubber’s Six ways to improve your sales with Voice Intelligence for a more in-depth look at how you and your team can establish a whole system of continual sales revenue. Dubber’s UCR and AI conversational intelligence supports compliance regulations whilst assisting businesses in enhancing their sales revenue by unlocking insights in calls, video and messages.

Tone and sentiment analysis for opportunities and performance

Having the tone and sentiment analysed from your customers is fundamental in distinguishing who is:

• A prospective customer
• A customer that could be upsold
• An undecided customer
• Not interested

Identifying positive or negative interactions or prospective customers from the sentiment analysis lets you customise your sales pitch to meet specific needs to boost sales.

Tone analysis is a distinct advantage to your sales growth. It helps sales reps execute a consistent and compliant delivery – boosting satisfaction and customer experience, which increases the chances of consumers making another purchase by 89% *.

Forecast and generate more reports

Dubber’s contact centre intelligence looks at all the call activities with powerful analytics- ensuring sales managers can see key metrics at a glance. The dashboard provides a high-level snapshot of call metrics and data analytic solutions for managers to monitor agent performance. These insights include:

• Automate the agent QA process through score sheets
• Train sales and customer teams to implement better solutions
• Set-up out-of-the-box or custom reports (schedulable)
• Access an in-depth activity log for all user initiated activities

Dubber’s reporting tools help improve workplace performance and proactively manage risks – enabling sales managers to learn which products need more consideration or which employees might need additional support on meeting sales targets. Attending this detail allows managers to predict forecasts and achieve better solutions based on analytical insights.

Leverage transcripts for retargeting and retention

With live transcripts from customer conversations, you can keep track of customers’ requests, interests, and expectations. Dubber’s beautiful and insightful transcriptions provide a powerful source of information that can enlighten a staff member or manager on a missed sales opportunity.

For example– a manager reads the transcript of a conversation to a customer. By identifying communication gaps, the manager can recognise the customer is left unsatisfied. Then, using notes from the transcript, they can reach out to the customer and suggest a more suitable alternative, capturing the sale after all. Critically they have an accurate record of the nuances of the conversation to coach and train. Hearsay gets replaced with “knowsay”.

A record of notes and highlights from past conversations helps managers:

• Retarget prospective customers
• Action insights from conversations
• Decrease revenue leakage with immutable proof
• Navigate a system of churn reduction
• Improve training and coaching

Improve order and service accuracy

With real-time transcripts, managers can be confident that information and customer instructions are captured accurately. Dubber’s search filter enables mishaps and miscommunication to come to light.

Disputes are likely to arise based on mistaken orders or inaccurate quotes- stay ahead of this by searching keywords, customers, or employees to find a resolution based on facts from the conversation- not hearsay.

Sales managers use this function to find revenue leakage by examining conversations and seeking ways to improve the sale. Based on these key findings, managers can implement a strategy that outlines procedures to strictly use or to avoid – saving time and retention.

Measure performance on specific keywords or phrases

Managers can set certain spoken words to trigger a notification alerting them of said words within a sales conversation. For example, these words, phrases or trends may be: “New”, “Expire”, “Plan”, “Renew” or “Cheapest.”

These words indicate a particular end of the subscription period, like a plan. So here is an opportunity that managers seek out as it gives them the chance to upsell, cross-sell, or put them on a new plan that’s promoted to reach the sales target. This also allows sales managers to foresee trends occurring and optimise the collected data to engage in a higher sales success rate.

Contribute key findings to marketing

By using Conversational Intelligence, sales managers can determine any gaps in the market and then transfer that data and insight to the marketing teams.

The symbiotic relationship between sales and marketing creates a vital role — they can influence or help shape how the product is understood:

• Positioned in the market (in relation to competitors)
• Identify who are the most common consumers
• If a product/service is resonating with the target market

These insights can help the marketing team build a more in-depth buyer persona and give future marketing strategies a more direct and consequential message.

Discovering hidden revenue opportunities from recorded conversations authorises sales managers to turn key findings into actions, successfully increasing revenue. Dubber’s features enable sales managers to drive actionable insights from the business’s two most important resources: employees and customers.

*Salesforce

The landscape for technology services is evolving, more rapidly than ever before. External environmental factors, including the COVID crisis, have accelerated the evolution of enterprise technology requirements and, in turn, transformed demand for innovative and differentiated solutions from service providers.

Communications service providers face a highly competitive market, with new digitally disruptive and emergent companies, thin-margined pricing strategies, and exponentially exploding user demand and expectations.

The need to differentiate – new roles for service providers in the enterprise connectivity market

Now, more than ever, service providers need to stand out and offer unique differentiated solutions to remain relevant. And that needs to be through a best-in-class multi-vendor, multi-solution suite of services – that provide communication and collaboration services. The UCaaS landscape is the ideal playground for the savvy enterprise-focused service provider.

It’s time we go beyond traditional operating models; to shift roles from simple Connectivity Providers to Service Enablers and Service Creators. Out to 2030, there is up to USD 700 billion in B2B value at play in these new role markets, and that’s just across 5G opportunities alone.

This new way of doing business allows service providers to think like cloud providers and productise critical, emergent communications services on their networks. And, like cloud providers, these services need to be enabled to customers with a click, and provide a self-service interface.

Could customer experience be a critical product offering win?

Qualtrics ROI of Customer Experience 2020 report showed that 94% of customers would purchase more from a company with very good customer experience (CX), as well as recommend them to others, resulting in increased revenue and reputation building. As a service provider, being able to offer enterprise customers a CX product that’s ready to go, no matter their communications infrastructure is a clear, easy win.

A principal strategy: adding embedded Conversational Intelligence as a Service to the list of products available for businesses, yes, switched on with a click. It’s customer experience, reimagined with the power of data – by Dubber.

Learn more about how new productization is key to service providers winning in a crowded market where margins are slim. Download the Cavell Group whitepaper, commissioned by Dubber, “Service provider differentiation through customer experience.”

A wealth of data is locked in the conversations your business is having with customers. Conversational intelligence is the key to unlocking that wealth so you can differentiate your business in the market, boost revenue and retain customers.

Chances are, you already listen to your customers.

You do if you use call recording for compliance or training purposes.

That means you are capturing valuable insights into business performance.

Listening to what customers say is the best way to understand what they want. Pay close attention and you will know what they think and how they might respond to offers. You will understand them better.

It’s important to hear both the words and the music in a conversation. That is, the tone, the hesitations and other non-word clues.

Do that and you’ll pick up crucial insights you won’t find in other forms of communication.

Until now this has been hard to do.

Face-to-face listening is hard to scale. Team members dealing with incoming calls tend to focus on specifics. That’s how they are trained and it is how they are rewarded.

Any intelligence gathering done the manual way is, at best, secondary.

Now, thanks to Dubber cloud-based call recording, you can listen and understand what your customers are saying. Cloud based recording means you can capture every spoken word. You can collect both the words and the music of business conversations at scale.

There’s something certain about an audio recording of a conversation. Other records, either a written note or a reported conversation are only hearsay. They can’t be substantiated. In a strict legal sense they are little more than rumour. There’s always a degree of uncertainty. With an audio recording, or a written transcript of an audio recording you are dealing with verifiable information.

What’s more, when you capture a conversation by making notes, you are not listening closely enough to what is being said. Your brain is in a translating, transcribing mode. It’s controlling your pen or your figures on a keyboard.

When everything is recorded in the background you can focus on listening.

Better still, the technology means you can automate the listening.

AI, sentiment analysis and other techniques can pay close attention to every moment of every conversation.

Say there’s a barely audible wince when your team member mentions price to the customer. Or a gasp when new product features are described. They are powerful signals that team members might overlook — the software doesn’t miss a beat.

It means for the first time you can know what customers actually think.

You can better understand customers and their needs.

This gives you the power to differentiate your business.

You’ll get better customer satisfaction.

AI tools can warn that a customer is thinking of going elsewhere. You’ll have time to move in early to avoid losing their business.

None of this requires dramatic change to your business process. It uses tools you have at your disposal.

Now is the time to act.

Gartner says by 2025 companies will record three quarters of business conversations.

Voice is the most common communications channel between a business and its customers. Around four out of five customer interactions are voice conversations.

Once you are recording all your calls, it’s a short step to mining them for customer intelligence.

The best way to do this is with cloud call recording. In the past companies installed on premise call recording systems. They linked them to centralised call centres.

That’s useful, but centralised call centres only capture half of all customer conversations. Many businesses have found accessing and mining calls from legacy systems difficult and slow.

These days the interactions that matter take place elsewhere. Remote work teams and mobile employees mean people can take calls anywhere.

That’s why capturing voice data at the network level is vital. A cloud call recording system with instant easy access to conversations like Dubber does this for you.

We’re cloud-native – proudly always have been. Back in 2011, at a time when cloud services were more conceptual than reality over here in Australia, Dubber realised the massive potential of making our product a cloud-native offering.

Partnering with AWS in their first Australian regional offering almost 10 years ago was a no brainer for us – and continues to be a valued and foundational partnership, as AWS goes from strength to strength as the world’s largest cloud services provider.

James Slaney, our Co-Founder and COO, sat down with Aley Hammer from AWS to talk about Dubber’s success on AWS to date.

Watch as James unwraps the power of Voice AI for businesses worldwide, how service providers are leveraging Dubber to create more value for customers on their networks, and how our centralised data services platform on AWS is available at the click of a button.

Thanks to AWS and the power of cloud, we can offer unlimited scale and always-on availability that modern enterprises have come to rely on.

For those with a different enterprise architecture mandate, we’re also ready for your data storage and processing requirements on Azure, GCP, data centres, internal enterprise or hybrid environments – so ask us if you had something a little different in mind.

Learn how service providers can increase revenue, retention and differentiation through customer experience. Exclusive insights from Cavell Group.

Learn more about:

• Why customer experience is a critical driver
• How Unified Conversational Recording can drive revenue, retention and differentiation
• What matters most in transforming competitiveness

Whether you’re on Webex Meetings, Calling, Unified Communications Manager Cloud, CUCM, HCS, or BroadWorks, you want to ensure your business conversations meet compliance requirements.

Read our guide to Compliant Conversational Recording for Cisco to learn about how to:

• Use Unified Conversational Recording (UCR) to meet all compliance mandates
• Reveal insights from voice recordings
• Drive down compliance costs across the organisation
• Use UCR effectively on Cisco

Download our guide to Compliant Conversational Recording on Cisco to find out how to meet compliance imperatives across all your Cisco communications services, with our affordable, easy to manage, and cloud-based solution.

Capture more than an mp3, video, or flat transcript – unlock the power of Conversational Intelligence with Dubber AI.

Conversational Intelligence: beyond basic recording and transcription to an enriched data-set of words, speakers, emotions, languages, and themes. With these meaning-enriched data sets, users can create and trigger real-time automated actions and workflows.

Download our Dubber AI whitepaper to find out:

• How to unlock comms channel data silos with Unified Conversational Recording
• How we embed Dubber AI into every conversation; to hit compliance mandates, plus fuel revenue, people, and customer intelligence
• What’s under the hood in Dubber AI & the Voice Intelligence Cloud
• Use cases & best practices for Dubber AI-enhanced conversational analysis & actions – improve customer experience, boost employee performance, heighten fraud detection, and more

Capture conversations, enrich with AI for the full picture, surface dataset insights in real-time, and create trigger-based actions on conversations as they happen.

Here’s how Dubber AI does it.

Are your Zoom conversations compliant?

Don’t get lost in the midst of manually trawling through your team’s conversations making sure they’re adhering to compliance regulations – keep a scalable system of record with Dubber.

With today’s compliance challenges, can you really afford to turn a blind eye to the risks of non-compliance in your business?
Read our guide on a more in-depth look into how we’re prioritising surveillance with Zoom conversations:

• Solving compliance problems with Unified Conversational Recording (UCR)
• Why small and large businesses are recording their Zoom conversations
• Legacy Call Recording Vs Unified Conversational Recording
• 15 Conversational Recording imperatives

Download the guide now to help your business enhance sales performances, drive operational efficiency, improve customer service, and help reduce costs significantly- all compliantly.