Call Recording

Contents

1. What is call recording? 3

1.1. Overview 3

1.2. Uses 3

1.2.1. Compliance 4

1.2.2. Improving customer service 4

1.2.3. Increasing efficiency 4

1.2.4. Maintaining customer relationships 4

2. The Dubber Solution 5

2.1. Benefits 5

2.1.1. Unlimited Scalability 5

2.1.2. Rapid Deployment 5

2.1.3. Security and encryption 5

2.1.4. Mobility 5

2.1.5. Compliance 6

2.1.6. Voice AI 6

2.1.7. Mobile app for collaboration on the go 6

2.1.8. API and integrations 6

3. Conclusion 7

4. About Dubber 7

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1. What is call recording?1.1. Overview

Call recording captures telephone conversations. This can be achieved via PSTNs (public switched telephone networks) or VoIP (voice over internet protocol), and mobile networks in some markets. Recorded calls can be stored, replayed, and shared securely at a later date.

Call recording has traditionally occurred on-premise with tools and applications connected directly to a private automatic branch exchange (PABX), allowing the capture of telephone calls made and received by each handset connected to the PABX.

1.2. UsesTraditionally deployed in contact centres for quality control and training purposes, call recording is now used across a variety of industries and business types in order to improve product development and make enterprises more efficient.

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1.2.1. Compliance

Laws and regulations put in place to protect consumers often require certain industries to record and securely store their calls with customers. Not only can recording calls help organizations to meet industry compliance requirements, data from these recorded calls can in turn be used to help comply with wider laws and regulations. Failing to be fully compliant with regulatory directives can result in costly fines, so keeping up-to-date with an efficient call recording solution is essential.

1.2.2. Improving customer experience

Providing excellent levels of customer service is essential for businesses to succeed. Knowing exactly what the customer wants and how to help them allows companies to differentiate themselves from the competition. By recording calls, businesses can truly listen to their customers. Positive and negative calls can be replayed to staff as part of training sessions, and answers to common queries can be established so that customer service staff can better help customers.

1.2.3. Increasing efficiency

As call recording technology advances, its uses have expanded beyond the traditional compliance and training and it is now being used by businesses to help achieve productive and profitable workplaces. Recording calls gives teams access to information that is crucial for business decision making. Call recording can help to identify successful sales and customer service strategies that help streamline business processes: increasing productivity and assisting teams in record keeping as well as compliance, training, coaching and dispute resolution.

1.2.4. Maintaining customer relationships

With call recording, sales representatives can analyse content to understand what is or isn’t working with customers, which products and topics are gaining momentum and which ones are losing traction, and be alerted to caller sentiment, providing greater insight into client interactions — prompting sales representatives to review and follow up to maintain excellent relationships. Read more about call recording and transcription for sales managers here.

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2. The Dubber SolutionDubber was designed from the ground-up to be operated within the cloud. Directly connecting to the telephone network (rather than an on-premise PABX) ensures calls are recorded at the highest possible quality. We deploy at the network level to allow service providers to switch on call recording as a service within days. Without the need for CapEx investment, specialist IT training or physical space, our products take call recording beyond its traditional use for compliance: opening up a new world of possibilities and insights.

2.1. Benefits

2.1.1. Elastic scalability

Our cloud-based solution enables users to scale their call recording use to fit the individual needs of their business. There are no limits to the number of endpoints that can be recorded through a single recorder instance: whether it’s one or one million.

2.1.2. Rapid deployment

Service providers can now deploy call recording and voice AI solutions to their users without any of the delays of legacy solutions, such as hardware implementation and administration. We can connect to a service provider in a matter of minutes, allowing them to deploy our services to their customers much quicker; compared to the setup of on-premise equipment in an enterprise, which can take months and requires trained staff responsible for maintenance.

2.1.3. Security and encryption

Our platform utilizes sophisticated security systems, leveraging cutting-edge cloud technologies to provide a highly secure and scalable call recording solution. Within our network all traffic is encrypted in transit with transport layer security. Access to all content is via tokenized sessions, based on user permissions, and all activity is monitored and logged to create audit trails. There are three highly resilient connectivity options: direct connect, dedicated recorders, and IPsec VPN. All recordings are encrypted with AES-256 standard encryption and stored in dedicated multi-tenant data structures to ensure both the security and separation of user data.

2.1.4. Mobility

Our call recording solution is built into the core of mobile networks, ensuring that all user calls are recorded, even while roaming. This enables business and everyday users to benefit from call recording whilst mobile, as well as from fixed lines.

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2.1.5. Compliance

The Dubber solution helps organizations comply with a variety of regulations. The ability to record across fixed line and mobile devices means our call recording is well-placed to record all calls, as is required for global compliance with regulations. Call recording regulations vary between each directive, but generally it is required that all communication between consumers and businesses is securely stored. Regulations such as The Privacy Act 1988 for Australia, MiFID II in the EU, and HIPAA in the United States all require the secure storage of information relating to customers and patients.

2.1.6. Voice AI

Dubber AI gives users the ability to search and analyse recordings using voice-to-text transcription and sentiment ratings and is available across all of our call recording services. Dubber AI transcribes speech into text and uses this data to realise limitless use cases for both businesses and individuals. Transcription not only provides a documented record of the call, but also allows users to search for words spoken within the call. Clicking on the word within the transcript will take users directly to the part of the call the word was spoken in. Keywords can help identify customer pain points or reasons for repeat calls, informing product development and opportunities to help consumers self-serve.

It’s not just what is said that can be analysed but how it is said — Dubber AI can also identify the emotions of a caller and rate a call based on whether it is positive, negative or neutral. Calls with a negative sentiment can trigger an alert, ensuring quick dispute resolution. This insight can transform businesses: identifying development opportunities and reducing churn.

2.1.7. Mobile app for collaboration on the go

Not only can calls be recorded while mobile, but they can also be accessed via our mobile app. Recordings can be played, shared, organized and analysed anytime, anywhere, from any phone. The full suite of our tools are available in the app, allowing users to work and collaborate as they would in the web browser version. Read more about the app here.

2.1.8. API and integrations

At the core of Dubber’s architecture is the API, with a RESTful structure that manages data transactions both internally and with external data providers and end users. All capabilities of the Dubber platform can be managed through both a traditional portal and through the API. The API can be used to manage all aspects of the platform, enabling service providers to provision users and manage accounts, while end users can design their own system for managing recorded data.

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3. ConclusionThe benefits of call recording now extend beyond compliance, and are no longer confined to large businesses who can afford the hefty CapEx required for on-premise equipment. With our cloud-based solution, connected directly to the service provider network, we can rapidly deploy call recording to users with unlimited scalability. All user communications, both mobile and fixed, can be recorded through one singular platform. We also deploy voice AI technology through a SaaS model, to give enterprise and everyday users access to this technology on an affordable monthly subscription.

4. About Dubber Dubber is a global business: based in Melbourne, Australia, the US, and the UK. The Dubber solution has been adopted as core network infrastructure by global leading telecommunications carriers in North America, Europe, and Asia Pacific.

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