Here's some exciting news for Wildix subscribers: the platform now integrates seamlessly with Dubber!

Why's this so exciting? Because this new integration unlocks all sorts of possibilities for data-savvy businesses – especially those that rely on call-related statistics to strategise and improve service delivery.

In case you're unaware, Dubber is a cloud-based unified call capture and analysis suite. It can record and store all telephone calls across your business, as well as video chats, text messages, instant messages and more. Then, using some very clever AI technology, it allows for conversations to be instantly transcribed, searched and analysed.

Add the uniquely flexible Wildix communications platform into the mix, and you have a recipe for statistics-driven success.

Honestly, though, we've only scratched the surface of what Dubber can do. Tech fans, get your hard hats on – we're going to dig deep…

Call recording and transcription

This is Dubber's bread and butter.

See, Dubber… err, dubs itself a "UCR" platform, which stands for "unified call and conversation recording". The software is designed to record all conversations that feed into your unified communications (UC) system, whether they happen by phone, text or IM.

And get this: calls are automatically transcribed, too. This means you can search their contents using text strings, just like you'd search through emails or other text-based messages.

This feature alone unlocks lots of possibilities. For instance…

• Easier call monitoring and training: having accurate transcripts at your fingertips makes training and development simpler than ever. Save time in one-to-one training sessions by quickly referencing pertinent points in the conversation. Or give out hard copies of calls in seminars and keep all trainees on the same page… literally.

• Less reliance on manual note taking: to successfully adopt an omnichannel communications strategy, you need to be able to follow conversations across all modes of contact. With Dubber, phone calls are just as easy to follow as text messages or emails, reducing the need for tedious manual note taking. 

• Faster and more accurate dispute resolution: disputes are inevitable, unfortunately. And without accurate call records, the resolution process can quickly dissolve into aimless "he said, she said" arguments. Dubber not only records your calls but makes them instantly searchable, so it's easier than ever to discover the truth behind the dispute.

Sentiment analysis (AKA the really clever bit)

As we've seen, Dubber uses text-to-speech AI to automatically transcribe calls. So far, so futuristic.

But this is only the beginning of Dubber's artificial intelligence capabilities. See, Dubber doesn't just convert audio into text – it actively understands what's being said.

Dubber's gigantic robot brain then assigns each conversation a sentiment score, based on seven key emotions. This makes it easy to see when and how you're making positive connections with customers, and where there's room for improvement.

Just think of the things you could do with this data…

• "Humanise" your reporting: metrics like call duration and abandonment rates give some clues to customer engagement. But if they're all you've got, it can feel like you're trying to read minds with a maths textbook. Dubber's powerful sentiment analysis adds that missing human element into the equation, allowing you to harness emotion as a key metric.

• Level up your training and monitoring: Dubber lets you see, at a glance, which agents forge the best connections with customers. As well as helping you monitor staff performance across your business, this can also prove useful as a self-development exercise in one-to-one training sessions.

• Strategise based on genuine emotion: is that new sales script failing to deliver the "oomph" you expected? With Dubber, even individual sentences are assigned a sentiment score, so it's easy to determine which words had the most impact. With emotion as your guide, you can deliver sales strategies that push all the right buttons at all the right times.

Automated compliance (AKA the other really clever bit)

We all have regulations we need to follow, whether it's GDPR, PCI DSS, or any of the other 1,000,000 scary acronyms that keep us awake at night.

Until tools like Dubber came along, compliance monitoring was a long and laborious process. It meant screening random calls and listening out for breaches manually.

There are two big problems with this approach. Firstly, it's random. This means you can never be sure you're catching all those pesky breaches. Secondly, it's manual, so there's always the distinct possibility that human error can creep into proceedings.

Dubber lets you kick this process back into the Dark Ages, where it belongs. See, its brain-the-size-of-a-planet AI can learn to listen out for those telltale words and phrases that point to a compliance breach.

Of course, you'll still want to evaluate these potential breaches manually. But by doing the hard work and surfacing the prime suspects, it can save your compliance staff many valuable working hours.

Plus, if you're subject to an audit or inspection, you'll have all the data you need to comply, right at your fingertips.

What else can Dubber integrate with?

Dubber now integrates with all three of our VoIP telephony solutions – Wildix, Microsoft Teams and Cisco WebEx.

In addition, Dubber boasts its own list of useful integrations. For instance, the platform can work seamlessly with popular business software like Salesforce and Google Data Studio. Or, if you have the skills and resources, you can create your own integrations using Dubber's flexible API.

Tell me more…

Want to add Dubber to your Wildix subscription? Get in touch and our engineers will get right on it.

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