Dubber, the call recording Software as a Service provider, has confirmed it has signed a deal with IBM to provide a cognitive listening and recording solution. The new solution is set to push the boundaries of call recording even further, with the addition of voice data analysis.
Dubber was founded by James Slaney, Steve McGovern and Adrian Di Pietrantonio in Melbourne, Australia, in a search for a scalable and robust call recording system. Since inception in 2011, Dubber has gone from strength to strength, gaining accreditation with BroadSoft in 2015 and opening their London HQ in 2016.
Dubber has organically transformed from a call recording bolt on for hosted telephony to a must-have, next generation analytics tool through their Zoe product.
Zoe and Watson Combine
Combining Dubber’s own analytics package, Zoe, with IBM Watson’s own artificial intelligence platform, the new solution looks set to stand out from all competition. Zoe already provides an array of tools and services which allows users to analyse their recordings.
On top of standard call recording functionality such as playback and PCI-DSS compliance, Dubber and IBM’s new solution will provide advanced functionality such as sentiment analysis and an open API to integrate into your business critical applications.
SmartSearch
With Dubber’s Smart Search, partners can empower their customers with advanced search features to locate previous recordings through a series of metrics such as sentiment, date, location, specific phrases, and many more.
Dubber SmartSearch can also be deployed standalone as SmartSearch will work with all types of call recording, whether it was recorded with Dubber or not.
IBM Watson is widely recognised as an artificial intelligence engine and commonly seen in contact centres. IBM badge their Watson AI product as “Business focused AI with seamless integration”. The combination of Zoe and Watson seems an ideal match for businesses looking to utilise artificial intelligence to change their business for the better.
Global Reach
As an already established call recording platform, particularly in the BroadSoft community, the agreement signifies real intent to expand the platform globally.
Head of Sales for EMEA, Yaniv Epshtein, commented on the deal stating:
“Dubber see a great opportunity for Telecommunication Service Providers utilising the Dubber platform as IBM will be making the solution available globally”.
Identified as a key issue, deploying Unified Comms and call recording solutions to a truly global audience can now be enabled by the intelligence of Dubber’s platform and the extension of IBM’s network reach. Yaniv mentioned the potential for new and existing partners, as well as the importance of making Unified Comms solutions sticky, as to keep customers under one umbrella.
“This deal creates a new avenue for growth of voice services and stickiness for existing customers as IBM deploy the cognitive solution based on the voice communications of the enterprise”.
There is no official launch date for the new solution but service providers will no doubt be champing at the bit. Partners are advised to get in touch with their service provider or dedicated Dubber contact for more information.
