From a nice-to-have to a must-have, call recording has never been more important
Only 1% of average-sized contact centres have no plans to implement call recording technology. We admire their bravery, but it means that those businesses miss out on the benefits that come from such technology. From identifying areas of improvement, to compliance and capturing key pieces of information, call recording can make all the difference.
Gamma’s own Service Suite portfolio helps our partners deliver more value from Microsoft Teams. This one-stop shop for Teams contains features designed to take Teams further for both partners and their customers. If you haven’t guessed so already, Call Recording is part of that portfolio.
Thanks to Dubber’s own technological abilities, this partnership means no insights are lost during each conversation. Every single interaction can be recorded, stored and retrieved, regardless of location. Dubber’s fully certified solution will give our partner’s customers the means to meet regulatory obligations and conduct in-depth analytics every time they speak with their own customers.
Storing calls for future reference
According to Cavell, 46% of providers see value-added services as their biggest revenue driver in the future of UCaaS. Call Recording can be part of that drive, with those recorded calls being readily stored for the future. Audio can be replayed whenever or at least transcribed to provide a comprehensive record of each conversation.
Sharing and replaying recordings allows employees to better understand their performance. Leaders can react appropriately and suggest various coaching and training methods to improve outcomes. Having that kind of system in place can ultimately deliver a superior customer experience (CX).
Catching every crucial conversation means any commitments to suppliers or customers can be followed up on. If any disputes arise, conflicts can be resolved with ease, which preserves and protects those relationships. That resolution also encompasses configuring emails to be sent if any specific emotions are shown, or if certain words are mentioned.
Those conversations can be captured and unified compliantly, regardless of whether it’s voice or chat. That capability is available on numerous devices, including mobile apps, a softphone client, or a physical handset. In any case, businesses can capture, manage and review all their conversations without any additional difficulties.
Why do you need Call Recording?
Considering Service Suite is designed to provide a service-wrapped experience for Teams, here’s a quick wrap on why your customers need Call Recording. This solution is built to:
- Boost performance by improving employee efficiency and boosting customer satisfaction.
- Resolve disputes, which protects businesses and customers from any kind of breach in agreements.
- Improve coaching and training, as each conversation is captured to identify any issues in employee performance.
- Meet regulatory compliance by adhering to MiFID II and GDPR, which is helpful for end customers with high security requirements, or those that handle sensitive data.
- Achieve greater data sovereignty; your customers decide where that data goes, rather than into Sharepoint with standard Teams call recording.
- Provide instant access to conversations through a recording log and an elastic search feature that contains both recordings and transcripts.
- Drive better business decisions thanks to analytics and exported data that can be reported on through platforms like Power BI.
As a cloud-based system, Call Recording is accessible on any device. Calls can be instantly played or attached to an email, with all recorded calls stored in an unlimited cloud storage space. Through Voice AI transcriptions, conversational intelligence unlocks the potential behind each recording, alongside those real-time text and speech-based insights.
Through Dubber, those calls are automatically recorded, regardless of device or location. Nobody needs to worry about any key messages or actions being missed. In fact, nobody needs to take the blame for forgetting to switch on call recording either…
With Call Recording, those AI capabilities can be taken further. While Copilot would make summarisations based on all data available, Dubber’s own AI keeps that data focused into one dashboard. That kind of control over data allows those call recording insights to be identified more easily.
That conversational intelligence provides a clearer picture on the sentiment and emotion for each agent and customer. Again, it helps to identify areas of improvement, contribute to those analytical reports being built, and push towards a more complete, market leading customer experience.
Safe to say, Call Recording has plenty to offer.
Take in the Moment
We’re happy to promote Call Recording as a momentous part of our Service Suite portfolio. But in this case, we’re referring to Moments by Dubber.
Moments has been designed to align with specific themes that appeal to broad business areas. Each specific Dubber Licence varies in the number of Moments offered, with:
- Dubber Premium coming with 3 full Moments to choose from.
- Dubber Teams providing 1 full moment to focus analysis on.
- Dubber Lite equipping employees with Trends, which identifies patterns that form a Moment.
AI is used to identify a specific Moment within each conversation, which provides a deeper understanding within the context of the conversation. Every Moment is connected across each conversation, allowing teams to make more informed business decisions through such insights.
The Moments offered include Complaints, Abuse, Sales Close, and Service Delivery. Each Moment has its own benefits and usage. Abuse, for example, can assist employees in creating a safer work environment, while prioritising their wellbeing and having each instance noted by team leaders and HR departments.
For any partner wanting to know the ins and outs behind each licence type, our team of Sales Specialists and BDMs would be more than happy to answer any questions.
Taking calls further
Your customers deserve those insights into their own end user conversations. Having a broader idea of where service can be improved is beneficial for any business wanting to improve CX and internal efficiency. Lacking that kind of technology could be decisive as those businesses look to establish themselves in their respective markets.
Call Recording for Teams Phone allows businesses to capture and record all their calls in a compliant manner. Each licence has a varying level of AI, with conversational intelligence, real-time text and speech-based insights improving information accuracy, productivity, and streamlining communications. Both Direct Routing and Operator Connect users can benefit greatly through the ability to capture, store and replay all their calls and conversations.
That’s the power of Gamma’s own Service Suite offering. You can put that one on the record.