Dubber for Retail BusinesseseBook

Contents

1. What is Dubber? 3

1.1. How does Dubber work? 3

1.2. 1.2. Dubber AI 3

1.2.1. Voice to text transcription 4

1.2.2. Sentiment analysis

2. Key challenges for retailers 5

2.1. Retail and compliance challenges 5 What is PCI DSS?

2.2. Call volume fluctuations 6

2.3. Customer service challenges 6

2.3.1. Training 7

2.3.2. Order confirmation and dispute resolution 7

2.3.3. Integrations and workflows 7

2.4. Collaboration challenges 8

2.5. Marketing challenges 8

2.5.1. Keyword searches 8

2.5.2. Churn management 8

3. Conclusion 9

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1. What is Dubber?Dubber combines cloud-based call recording software-as-a-service (SaaS) with artificial intelligence (AI). The solution captures conversations and uses transcription and sentiment analysis to analyse interactions, automate processes, and identify opportunities for business development.

1.1. How does Dubber work?We record calls directly from the service provider network in order to capture calls across fixed lines and mobile devices at the highest quality. Recording at a carrier level means that calls taken in noisy environments or in areas of bad signal are crystal clear on playback. Calls are processed and stored in the cloud, ensuring storage can scale to meet demand and allowing calls to be accessed at any time, from any location.

1.2. Dubber AIDubber AI uses a variety of advanced functionality in order to unlock the data held within recorded calls. This technology creates limitless potential for use cases that can make businesses more efficient and intelligent. Dubber AI transcribes calls and identifies keywords to allow quick and easy searching. Sentiment and tone analysis can rate calls as positive, neutral, or negative.

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1.2.1. Voice to text transcription

Dubber AI transcribes calls from voice to text to enable limitless potential use cases for call analysis. The sophisticated technology creates a smart transcription where every word is clickable: allowing users to navigate to the point in the call that the word was spoken.

1.2.2. Sentiment analysis

When a sentiment rating is applied to a call, an overall score is provided. Calls rated with negative sentiment are given from 0 to -1 and positive sentiment is rated from 0 to 1. Individual emotion scores are also assigned for sadness, joy, fear, disgust, and anger. Calls are clearly colour coded with green, yellow, and red visually representing positive, neutral, and negative calls, respectively. Alerts can even be created that notify specific users of negative phone calls.

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2. Key challenges for retailersIn order to protect brand perception and reputation, a retail business needs a good sales and customer service experience. As a retail business builds a bank of voice data, the benefits of recording calls only increase. More voice data gives a greater sample for businesses to analyse and from this identify opportunities for development. We offer long-term storage to allow businesses to create a rich database of customer data. Over time, customer trends can be identified, providing actionable insights that can inform product and business development.

2.1. Retail and compliance challengesRetailers that take payments over the phone must comply with PCI DSS. Payment card industry (PCI) security standards have been a formal requirement since 2004, when major card companies aligned to form the PCI Security Council. Their initiative aims to guarantee customer data protection.

Our platform has been designed to assist telephony users with PCI compliance. Whether the requirement is for mitigation or deletion of sensitive calls, Dubber can facilitate the removal of PCI elements from recordings.

Key compliance requirements from the PCI Security Council:2.1.1. Build and maintain a secure network2.1.2. Protect cardholder data2.1.3. Maintain a vulnerability management program2.1.4. Implement strong access control measures2.1.5. Regularly monitor and test networks2.1.6. Maintain an information security policyTo find out more visit www.pcisecuritystandards.org

What is PCI DSS?

Created by an alliance of major card companies to ensure a level of protection for cardholders, the Payment Card Industry Data Security Standard (PCI DSS) has continued to evolve to become the global data security standard for payment cards. PCI DSS details requirements for the storage, processing, and transmission of cardholder data to which merchants and service providers must adhere. PCI regulations forbid the storage of certain data including primary account numbers and card expiration dates without suitable encryption, and outlaw the storage of security codes and PINs altogether.

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2.2. Call volume fluctuationsRetailers are more prone to call volume fluctuations than some other businesses, often due to sales periods and/or campaigns driven by marketing teams. Their call recording solution must be able to scale alongside the business and provide cost-effective call recording that provides the storage and processing capabilities required to meet demand.

Dubber offers scalable storage options that grow with the requirements of an organisation. With flexible subscription options, businesses can be reassured that the service can adapt to fluctuations in call volumes and changing seasons.

2.3. Customer service challengesProviding excellent levels of customer service is essential for retailers to succeed. Knowing exactly what the customer wants and how to help them allows retail businesses to differentiate themselves from the competition. This can be difficult for smaller retailers who do not have the budget for advanced call recording solutions, or the space to house bulky equipment on-premise.

Whether an organisation has one agent or one thousand, the Dubber platform offers scalable and secure cloud storage. Organisations of all sizes can utilise advanced call recording solutions with Dubber AI regardless of their size or budget: all without the need for on-premise equipment, management or planning of storage capacities.

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2.3.1. Training

Dubber can enhance training sessions for retail staff: allowing retailers to use recorded calls to create better training experiences. Using intelligent search, calls can be retrieved quickly and easily. With a better understanding of how to respond to common queries, in-store staff are better placed to help customers.

2.3.2. Order confirmation and dispute resolution

Stored calls provide assistance when confirming what was ordered, agreed and communicated to aid with any enquiries or disputes if and when they arise. Calls can be searched by caller, recipient and customisable tags, as well as words spoken when Dubber AI is enabled.

2.3.3. Integration and workflows

Our platform is designed for integration with existing applications such as CRM systems. The open API allows organisations to integrate recordings and associated data into existing business tools so end users can access calls and manage their account without having to use new software.

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2.4. Collaboration challengesWith Dubber, teams can collaborate with quick and easy access to the same calls. Teams and permissions settings can be created to allow colleagues to work together, even across departments in order to make informed decisions. Recorded calls can be categorised using tags to make them easy to find with elastic search that can instantly retrieve calls made at any time.

2.5.1. Keyword searches

Dubber’s transcription functionality allows users to search their calls in the same way they can search their emails. Conversations can easily be retrieved by searching for a keyword spoken during a call, allowing marketing teams to search for conversations that reference a specific campaign or product.

2.5.2. Churn management

Dubber AI rates the sentiment of each call, highlighting negative customer experiences that could benefit from further investigation. Alerts can be created for negative calls that require urgent attention and, with every call fully transcribed, keywords can also be identified and common pain points can be discovered. These measures open up the potential to turn a negative customer experience into a positive one: reducing churn and preventing negative reviews.

2.5. Marketing challengesMarketing teams can feel removed from the customers they are targeting, as they don’t often come into direct contact with consumers. They are eager for any data that can help them to better market products and services to the target market. Their biggest resource for customer data is listening directly to them through recorded calls, but this is time-consuming and is therefore rarely undertaken.

As the link between the business and its customers, marketing teams can benefit greatly from access to call data. With legacy solutions, marketing teams would have to listen to samples of calls in order to access customer insights. Without a call recording solution, marketing teams would rely on call centre agents for customer insights.

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3. ConclusionDubber enables a retail business to work more efficiently. With frictionless collaboration, processes such as order confirmation and dispute resolution become quick and easy, even when colleagues are working together across different departments. Through access to extensive customer data, retailers can hone their products and customer service to improve their offering, reduce churn, and encourage customer loyalty and new business.

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