uc call recording solutions white paper · 2019-10-04 · page 3 | uc call recording solutions...

UC Call Recording Solutions White Paper

01 What is Dubber? 3

02 What is UC? 4

02.1 Overview 402.2 UCaaS 5 02.3 Flexible working and BYOD 6 02.4 Advantages 7

03 Recording with UC 8

03.1 Overview 803.2 Cloud PBX 803.3 SIPREC 803.4 Compliance 903.5 Mobility 9

04 Dubber’s solution 10

04.1 Overview 1004.2 Advantages 1104.3 BroadCloud 1104.4 BroadWorks 1104.5 MetaSwitch 1204.6 Other Platforms 12

05 Conclusion 13

06 About Dubber 14

Contents

| UC Call Recording Solutions

Dubber is the world’s leading call recording and voice AI platform as a service (PaaS), and Cisco BroadCloud’s recording platform. With no on-premise equipment or up-front costs required, Dubber is the next generation of call recording and analytics. Infinitely scalable, the Dubber platform can be deployed in minutes and our open API provides limitless integration and automation possibilities.

01 What is Dubber?


02.1 Overview

Organizations are increasingly adopting unified communications (UC) solutions. UC streamlines conversations by amalgamating real time communications, such as instant messages and voice calls, with non-real time communications, such as email and voicemail. These solutions offer much more than cohesive communications: they offer businesses a way of consolidating, and often reducing, the cost of communication, as well as improving productivity and boosting innovation.

UC solutions are made up of products that provide a consistent, unified user experience. With UC, separate modes of communication are shown in one interface, with an added feature of presence notification that allows users to indicate their availability to participate in conversations or collaborations. UC solutions also allow users to work seamlessly across multiple devices, ensuring conversations can continue with ease.

Communication features such as chat and video conferencing, team collaboration tools and email and CRM integrations are now available on mobile phones through services like Cisco’s Webex. These features were once only included on business devices and this new mobility allows employees to work across multiple devices with synchronization. Simplified communication processes increase productivity and enable employees to work from any location - matching the increased mobility of communication that is moving away from traditional fixed solutions. With smartphone use in business escalating, adopting a UC solution that is implemented with mobility is an increasingly popular investment. The future of communications is Fixed Mobile Convergence, which you can learn more about in our white paper.

UC solutions also offer rich communications that enhance conversations, conference calls, and collaboration with the ability to share screens and files. As well as boosting communications between employees, UC solutions often overlap with collaboration tools and contact center systems, adding functionality such as video capabilities and API integrations that facilitates innovation and makes conversations more efficient.

02 What is UC?

https://www.webex.com/

https://www.dubber.net/white_paper/fixed-mobile-convergence-white-paper/


02.2 UCaaS

Traditionally, organizations have acquired and deployed their own communications infrastructure through a Private Branch Exchange (PBX), which was once the most economical approach. However, cloud-based subscription models accessed through service providers are now increasing in popularity. Unified communications as a service (UCaaS) is a delivery model for UC solutions that provides a new level of flexibility and scalability through cloud infrastructure. Smaller organizations in particular use UCaaS to avoid the capital expenditure (CapEx) associated with deploying an on-premise UC solution, and to leave decision making and upkeep the responsibility of the service provider.

UCaaS uses the scalability and rapid deployment offered by cloud infrastructure to streamline business conversations by amalgamating real time communications, such as instant messages and voice calls, and non-real time communications, such as SMS, email, and voicemail.

With a UCaaS solution, all communications are hosted in the cloud; bringing the advantages of security, through the redundancy offered by the architecture of cloud storage, as well as the appeal of no CapEx. UCaaS solutions also allow users to benefit from all of the advantages of unified communications with no need to invest in expensive on-premise equipment and the subscription model of deployment removes the need for long-term commitments.

A UCaaS solution can transform workplace communications. With cohesive employee interactions, business goals can be reached with a more interconnected approach. With smartphone use in business communications escalating, adopting a UCaaS solution that is implemented with mobility is a smart investment.


02.3 Flexible working and BYOD

The way we work is changing. Flexibility in working practice is replacing allocated desks and designated start and finish times, while performance is measured by results and is moving away from the culture of presenteeism. This change in attitudes is resulting in self-motivated employees who are looking for ways to collaborate while maintaining a healthy work-life balance. This more adaptable way of working is being facilitated by UC and the adoption of the culture of bring your own device (BYOD).

In enterprises with limited office space, or with employees who often work remotely or while travelling, implementing a UC solution can help employees collaborate on projects. With UC, communication features that are usually only included on business devices are available on mobile phones so that employees can work across multiple devices with synchronization. These simplified communication processes increase productivity and organization as users are no longer literally tied to their desks by legacy fixed-line systems.

True collaboration happens when teams can exchange information and ideas easily, from multiple locations. Creating an environment in which effective communication is not only possible but encouraged allows businesses to nurture their employees and their ideas. With UC, a superior user experience facilitates improved productivity through better communications between employees.

UCaaS is more suited to the culture of BYOD than on-premise solutions as most use a browser to access the service, allowing them to work easily across multiple operating systems.


02.4 Advantages

The advantages of deploying a UC solution within your organization range from the practical to the cultural. Making the move to UC can reduce costs, help users to exchange ideas with other team members, and do their jobs more effectively from any location.

Deploying UC reduces costs in many ways, from more efficient use of the network to the elimination of the costs associated with meetings. Telephony features of UC such as SIP trunking and intelligent call routing can reduce service provider costs, while the conferencing capabilities provided by a UC solution can remove the cost and time of travelling to meetings. Businesses often already use some of the components that make up a UC solution, so combining them reduces the cost and makes communication more efficient. UC solutions can also be integrated with other business tools such as CRM solutions, allowing organizations to become more efficient - improving productivity and reducing costs.

Ease of use is another advantage of adopting a UC solution. With all workplace communications managed through one unified interface, accessible across multiple devices, users can continue the conversation with ease.

The numerous benefits of UC can be accessed easily and quickly when deployed as a service. UCaaS is a low-risk investment with a much smaller CapEx requirement than on-premise solutions, which can take months to install and require on-going maintenance and management. UCaaS updates are immediately available and organizations can also add or subtract users as needed. This flexibility isn’t available through an on-premise UC solution, and it allows companies to scale their usage to match their requirements on demand. There is no risk of exceeding capacity, as the native cloud architecture of UCaaS can adapt to match the required usage.

UCaaS can be integrated with other cloud services to create cohesive working practices and drive productivity. Choosing UCaaS over an on-premise UC solution also offers better disaster recovery as the cloud deployment of UCaaS provides redundancy, which would be prohibitively expensive when deployed in-house.


03.1 Overview

UC brings an organization’s communications together in one place, creating a pool of voice data. Recording conversations allows organizations to mine this previously untapped data for valuable information that can benefit the business. Organizations may need to capture their communications for compliance, while contact centers might record their calls in order to analyze them for training purposes or dispute resolution.

03.2 Cloud PBX

One way that service providers offer a UC solution is through a hosted or cloud PBX. An organization’s on-premise PBX is moved to the cloud, which enhances accessibility, promoting productivity while users are on the move. Conversations are no longer tied to the office and can be continued across multiple devices and locations as users are assigned one number that can be used across all devices.

Call recording can be deployed directly through a network to automatically record calls from any device connected to the PBX. Calls can be recorded at any time and can be adjusted through an administrator portal that can be searched for historical calls stored in the cloud.

03.3 SIPREC

SIPREC is a globally accepted method for recording UC conversations. Session initiation protocol (SIP) is essentially a language that allows phones and other telephony devices to talk to each other and is fundamental in UC as SIP can be used for video, text and voice. SIPREC is a standard communications protocol for initiating interactive multimedia sessions across a data network. This protocol is used for creating, modifying, and terminating sessions. Instead of using the traditional public switched telephone network (PSTN), calls operate through voice over internet protocol (VoIP) through one point of entry - the internet connection. VoIP is the practice of using IP networks to make voice calls by breaking up the conversation into packets,

which are transmitted between the calling parties. SIP is the protocol that initiates those calls.

Approved and adopted by platform providers including BroadSoft and Metaswitch, SIPREC is a telecommunications protocol that was created to regulate call recording by providing a framework for recording SIP calls. Two participants; the session recording client (SRC) and the session recording server (SRS), are involved in the recording of SIP calls, creating a secure and globally accepted standard for call recording.

As SIPREC systems capture calls at a centralized point in the network, they eliminate the need for hardware - providing freedom from the cost, installation time and space requirements of on-premise hardware.

03 Recording with UC


03.4 Compliance

Recording with UC goes hand in hand with compliance considerations. While certain industries will want to record their communications in order to comply with specific regulatory requirements, others will need to ensure that certain details are not recorded - such as card details, to comply with PCI regulations. Often the two will conflict and require a solution that can meet both objectives.

A recording solution that is deployed as part of, or alongside, a UC package should have encryption and other security measures in place to ensure that only authorized users or administrators have access to recorded communications.

To comply with PCI regulations, recording solutions must employ measures to ensure that payment card details are not recorded - such as a pause and resume function or an automated system that allows customers to input their details through their keypad.

Compliance with regulations such as those of the financial industries, for example MiFID II and Dodd-Frank, requires records of communications to be stored for up to seven years, depending on the region. When choosing a call recording solution, storage is a key consideration for compliance. 03.5 Mobility

The most effective UC solutions are those that incorporate mobile communications, allowing employees to continue their conversations across multiple devices and locations. These conversations must also be included in any call recording deployment, especially if the calls are being recorded for regulatory compliance, such as the requirements of MiFID II.

Call recording solutions that are implemented directly through the network are most effective as automatic recording can take place. The rise of remote workers and a culture of BYOD reinforces the need for solutions that can facilitate work outside the confines of the office.


04.1 Overview

Dubber is designed to be integrated with UC platforms and provides an array of solutions for call recording, communication capture, and voice AI, anywhere and on any device.

Dubber’s services were designed with integration at their core, enabling call recording to be provided alongside UC solutions with rapid deployment. By capturing communications straight from the network, all user communications can be recorded even while they are mobile. UC solutions can feature Dubber as their call recording platform, allowing users to benefit from call recording and voice AI features with no need to invest in expensive on-premise equipment. There is no need for maintenance or upgrades, and Dubber’s cloud storage means recordings are always available, and stored for as long as required.

Dubber’s RESTful API opens up limitless potential for integration with other applications, including CRM systems such as Microsoft Dynamics and Salesforce. Customer calls

can be stored alongside other data to create detailed profiles and customer data can be further unlocked with Dubber’s voice AI, which is also deployed through the open API.

04.2 Advantages

As a native cloud product, Dubber’s UC call recording offers a scalable and secure solution that can be rapidly deployed. This cloud infrastructure also offers encrypted storage for recorded communications across multiple locations for redundancy. This kind of peace of mind is impossible with an on-premise solution, and even many cloud-hosted options.

Dubber’s deployment through an open API allows it to integrate easily with other applications, such as CRM systems. Data from recorded conversations can be automatically transferred to third party applications such as Salesforce or Microsoft Dynamics to create detailed customer profiles. This kind of cohesive approach to working is analogous with the values of UC.

04 Dubber’s solution

Unlike legacy call recording and voice AI solutions, which might provide a configurable API to allow users some functionality, Dubber’s API is deployed as a product, meaning that it is available to any user without the need for additional hardware or software. A user’s data can be accessed directly by them, depending on their access permissions, to facilitate easy interaction.

Communication capture from Dubber can be enhanced by additional services including voice AI. This allows businesses to gain detailed insight from their recorded calls and also allows for the easy retrieval of calls through advanced search that can locate calls using a range of criteria including date, keyword, and even caller sentiment. Dubber AI can even automate alerts for calls rated with negative sentiment for proactive customer service that can help organisations to reduce churn.


04.3 BroadCloud

BroadCloud is a fully managed service that delivers Cisco BroadSoft’s extensive range of UC services and flexible SaaS and PaaS delivery platforms. By using SaaS and PaaS, BroadCloud reduces the CapEx requirements associated with deploying business communications solutions by offering a subscription model. It allows businesses to launch cutting edge UC solutions with mobility as well as collaboration and contact center features within weeks.

Simplified back office integration allows each organization to tailor BroadCloud’s platforms to their specific requirements. As part of BroadCloud’s UC solutions they offer a comprehensive suite of mobile applications that allow enterprise customers to take their business and personal calls on the same phone - maintaining a professional image while keeping their phone number private.

Dubber’s call recording can be deployed as part of BroadCloud’s services, offering a scalable and secure way to record conversations. The Dubber call recording platform integrates

seamlessly with the UC services, such as UC-One, deployed through BroadCloud. The partnership offers the full suite of Dubber’s secure call recording, search, and storage services to BroadCloud users - eliminating the need for investment in expensive on-premise equipment.

04.4 BroadWorks

BroadWorks is the market leading cloud PBX and UC application software platform from Cisco BroadSoft. It helps operators to provide UC services to enterprise customers. The BroadWorks application software lets service providers deploy an extensive portfolio of business communications and collaboration services from a common network platform, over any type of network architecture.

Understanding that the cloud represents the future of business, BroadWorks provides UC tools that are flexible and agile. Its cloud architecture allows service providers to implement a scalable and cost-effective UC solution that includes a superior mobile-first platform.

The BroadWorks SIPREC interface was among the first to engineer a new global standard for call recording. Dubber has been designed to integrate with the BroadWorks SIPREC interface, enabling our call recording solution to be deployed to any platform that already employs SIPREC. The partnership is beneficial to both BroadSoft and Dubber users, achieving a call recording solution that perfectly embodies the BroadWorks motto simplify, accelerate, innovate.

The Dubber partnership with BroadSoft connects Dubber users with their phone data, allowing our call recording solution to create groundbreaking new ways of accessing Big Voice data. The Dubber platform has all the traditional functionality of call recording, and so much more.

https://www.dubber.net/history-big-data-future-big-voice/


04.5 Metaswitch

Metaswitch’s hosted business telephony is enhanced by rich mobile UC and conferencing offerings for seamless collaboration. Recognizing the move by businesses towards a more flexible way of working, which aims to create a healthy work-life balance, they have produced UC tools that are reliable, scalable, cost-effective, and user-friendly. These solutions encourage collaboration, and improve accessibility and productivity.

Metaswitch’s UC client delivers powerful business telephony, through network operators, directly to an end user’s PC, laptop, or mobile phone over any broadband network - whether fixed-line, wireless, public, or private. As the solution is deployed through the cloud, it can be scaled to businesses of any size without the need to install on-premise hardware.

Dubber’s call recording is built-in to Metaswitch UC tools. Its cloud infrastructure allows it to scale alongside Metaswitch’s flexible UC client and its network deployment enables rapid connection.

04.6 Other platforms

With Dubber’s native cloud call recording, service providers can easily supply this additional feature to users of their UC solutions. Dubber’s network deployment and cloud infrastructure allow end users to capture their conversations across multiple devices, even on mobile. Perfectly complementing the cohesive nature of UC solutions, adding a call recording feature enhances the end user experience by allowing communications to be securely stored and easily accessible. Whether for compliance or to gain insight from the mine of voice data, call recording is an essential offering for a UC provider.


UC brings communications together, consolidating conversations while simultaneously allowing them to happen across multiple locations, devices, and even time zones. It brings together real time communications, such as instant messages, voice and video calls, and non-real time communications, such as email, and voicemail.

UC is commonly deployed through the cloud, or UCaaS, bringing the advantages of a cloud infrastructure - scalability, security, rapid deployment, and the elimination of CapEx and on-premise hardware.

The advantages of UC can be practical, such as a reduction in costs, but can also bring a culture of productivity and collaboration. UC solutions facilitate modern ways of working and a more flexible way of life, for example the rise of BYOD culture. Hosted UC solutions give users the ability to seamlessly add new functionality at the touch of a button - with instant deployment and no hardware installation required.

The integration potential of UC brings with it a wealth of opportunity, especially accompanied by call recording and other communication capture services. Integrations with CRM systems brings data together for increased efficiency and allows organizations to create detailed customer profiles.

Recording communications isn’t something reserved for compliance, companies from all industries can benefit from the wealth of insight held in the data of their conversations. Dubber’s call recording and voice AI solution can easily be implemented as part of a UC solution. Dubber’s partnerships with platforms such as BroadCloud and Metaswitch allow cloud call recording to be rapidly deployed, offering scalability and security with no requirement for CapEx or on-premise equipment.

Get in contact with us to discuss implementing call recording and voice AI into your existing UC solution.

05 Conclusion

https://www.dubber.net/contact-us/


Dubber is the world’s leading call recording and voice AI platform as a service (PaaS), and Cisco BroadCloud’s recording platform. With no on-premise equipment or up-front costs required, Dubber is the next generation of call recording and analytics. Infinitely scalable, the Dubber platform can be deployed in minutes and our voice AI, combined with an open API, provides limitless integration and automation possibilities. Dubber is a global business: with headquarters in Melbourne, Australia, and locations across the US, and the UK.

Dubber offers the most flexible solutions on the market: from communication capture, to voice AI and machine learning: all with secure, infinitely scalable and redundant storage. These solutions are available as affordable monthly subscriptions that can open up a new customer base for service providers and expand the potential market for call recording from big business: to include every phone user.

Dubber AI transcribes everyday phone calls into valuable data assets for both businesses and individuals. Voice AI can unlock previously untapped insights from recorded calls: improving business efficiency and customer experience, and reducing churn.

Dubber is a global business: based in Melbourne, Australia, the US, and the UK. The Dubber solution has been adopted as core network infrastructure by global leading telecommunications carriers in North America, Europe, and Asia Pacific.

06 About Dubber

[email protected]

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Copyright © 2019, Dubber. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Dubber specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission.

uc call recording solutions white paper · 2019-10-04 · page 3 | uc call recording solutions...

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