Dubber and Alianza Partner to Bring Conversational AI to CSPs

Dubber and Alianza have partnered to make conversational AI technology available to over 200 communication service providers (CSPs).

Dubber will introduce its AI-powered conversational intelligence solutions to the Alianza platform, offering cutting-edge insights to the latter’s CSP customers. The integration of Dubber’s portfolio of capture tools and AI-driven insights allows Alianza to equip CSPs with advanced capabilities to position them at the lead of the global adoption of conversational intelligence technology.

Steve McGovern, CEO at Dubber, commented:

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.”

The feature set produced by the partnership, and now available to Alianza’s CSP customers, encompasses unified recording, in-depth analytics, and voice AI, empowering service providers to maximise value from communication data. It also produces services for uniquely differentiated end users.

“Alianza is well known in our industry for their relentless focus on delivering an exceptional customer experience,” added McGovern. “They have invested significant resources in building their own truly cloud-native, carrier-grade communications platform built for service providers and their customers.”

Dubber’s strategy on conversational intelligence extends beyond transcription. Dubber’s technology leverages AI to capture content and transform pivotal points in conversations into valuable insights with action items. This allows service providers to distinguish their business and innovate and monetise their networks.”

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

Why Dubber’s ‘Moments’ Could Transform Conversational Intelligence

UC Today spoke to McGovern earlier this year about the launch of Dubber’s new AI-powered offering, Moments, which aims to revolutionise conversational intelligence by being a palatable product that most customers and end users can understand.

“The whole point of the release for Moments is it’s a productized version of AI that is recognizable,” McGovern explained. “It’s got defined outcomes as opposed to this big sort of unstructured concept of transcription and AI. We hope, we trust, that it’s an easy sell for UC service providers of any size.”

Dubber’s ambition with Moments is to go beyond conversational intelligence’s traditional transcription capabilities towards addressing the holistic needs of modern enterprises with actionable and valuable insights.

The technology parses context within conversations to identify critical information that can then inform strategies. “It’s a very straightforward proposition,” McGovern said, “but the essence is it starts bringing networks to life. It’s about actually taking the content out of the networks and turning them into usable data and usable insights.”

What Moments does in practice is signalled by Dubber’s pioneering “voice of the customer” Moment, called “Complaints”. This solution identifies customer complaints and related topics within conversations. The Complaints Moment enables businesses to gain insights into customer issues quickly.