Dubber and IBM join forces to offer advanced call recording and analytics solutions
Dubber has signed an embedded solution agreement with global technology giant IBM.
Telecommunications specialist Dubber Corporation (ASX: DUB) has signed an Embedded Solution Agreement with global technology leader IBM to create a cognitive listening and recording solution to capture and analyse voice data.
The agreement will see IBM’s Watson artificial intelligence technology combine with Dubber’s cloud-based call recording solution to offer business clients a comprehensive analysis, via Dubber’s ‘Zoe’ AI analytics suite, of their recorded calls and meetings.
The analysis will enable companies to meet industry compliance requirements, understand and capture the sentiment of customer interactions, and help identify new revenue opportunities from improved business processes.
Dubber believes it will also assist companies with their Net Promoter Score – a ranking system which measures the willingness of customers to recommend a company’s products or services to others, as well as their overall satisfaction and loyalty to the brand.
Cloud-based service
The Dubber-IBM cognitive listening and recording service will be offered as a cloud-based, Software-as-a-Service product to business and government clients worldwide starting with the Asia Pacific region, via IBM channels and Dubber’s service provider network.
Dubber chief executive Steve McGovern said the collaboration with IBM will be valuable to any business wishing to extract value from their data to drive key business insights and improve productivity and customer engagement.
“There is great opportunity in combining IBM’s Watson with a solution which enables clients to access unstructured voice data which has historically been difficult to access,” he said.
“Now we can capture, transcribe, playback and interpret the sentiment of every customer call or meeting.”
Telco agreements
Dubber has been marketed as the world’s most scalable call recording service which has been adopted as core network infrastructure by telecommunications carriers in North America, Europe and the Asia Pacific.
It enables call recording and analytics to be provided by a telecommunications carrier without the need for hardware or capital expenditure, on a monthly subscription basis as part of an existing telephone service.
In the last 12 months, the young company behind the product has secured cornerstone agreements with some of the world’s largest telcos including AT&T and Broadsoft.
Industry research
A recent global survey by Frost & Sullivan analysts revealed that companies are increasingly embracing cloud-based unified communications and collaboration services such as Dubber to help meet their business objectives.
The survey of almost 2000 information technology decision makers around the world showed that 32% have already deployed such services in the cloud, and another 33% expect to do so within the next year.
Mr McGovern said Dubber’s priorities over the coming year will include a focus on increasing its active user base and global footprint, as well as securing monthly recurring revenues.
At midday, shares in Dubber were trading 14.29% higher at $0.480.