Devonport City Council uses Dubber/Telstra Solution for instant customer satisfa...

Thursday, 12 August 2021 10:06

Devonport City Council uses Dubber/Telstra Solution for instant customer satisfaction feedback

By Staff Writer

Company News: Dubber Corporation Limited (ASX: DUB), has deployed an innovative Unified Call Recording (UCR) solution with Devonport City Council to provide insights for training and real-time sentiment analysis for the City’s customer service team.

The solution was provided nearly “instantly” over an existing Telstra TIPT unified communications solution utilised by the City for its business communication requirements. Telstra TIPT offers carrier-grade IP voice, video, instant messaging, and other services and is one of the most extensively deployed unified communications platforms in Australia. The Dubber solution eliminated the need for any costly on-site equipment that would usually be required for legacy call recording solutions and was provisioned as an embedded service inside the Telstra TIPT service.

The Devonport City Council has a team of seven customer service staff who handle all calls arriving at the council, serving a large geographic area with a population of more than 26,000 in Tasmania’s North Coast. These calls and queries are either handled by team members themselves or passed on to other council departments.

The City’s customer service team deals with a wide variety of calls including parking, animal control, rates, health issues, as well as calls from builders, developers and planners, along with requests for services such as road maintenance.

“Dubber has helped us get to the next level for customer service performance and we now have significantly more structure in our training. With useful information like call transcription, real-time sentiment analysis, and instant search of call records, Dubber helps fill in the gaps in our knowledge and improve the services we provide to our citizens,” said Customer Service lead Danielle Harvey, City of Devonport.

The Dubber solution for the City of Devonport was deployed “as a service” via Telstra’s Enterprise Sales Team. “Deploying the Dubber service was very fast and simple. We just worked with our Telstra rep with our existing phone system and Dubber was switched on nearly immediately for our entire team,” said Harvey.

“We are delighted to be working with Devonport City Council as they equip their customer service team with Dubber Unified Call Recording via their Telstra TIPT service. Devonport is a great showcase of how cloud call recording and voice AI can be used - simply and cost-effectively - to deliver services to citizens better than ever. We love the fact that Dubber solutions like real-time sentiment analysis, transcription and voice AI allow council staff to do their jobs better and faster, improve training and improve the services they provide to council residents,” said James Slaney, COO, Dubber.

Subscribe to ITWIRE UPDATE Newsletter here

GRAND OPENING OF THE ITWIRE SHOP

The much awaited iTWire Shop is now open to our readers.

Visit the iTWire Shop, a leading destination for stylish accessories, gear & gadgets, lifestyle products and everyday portable office essentials, drones, zoom lenses for smartphones, software and online training.

PLUS Big Brands include: Apple, Lenovo, LG, Samsung, Sennheiser and many more.

Products available for any country.

We hope you enjoy and find value in the much anticipated iTWire Shop.

ENTER THE SHOP NOW!

INTRODUCING ITWIRE TV

iTWire TV offers a unique value to the Tech Sector by providing a range of video interviews, news, views and reviews, and also provides the opportunity for vendors to promote your company and your marketing messages.

We work with you to develop the message and conduct the interview or product review in a safe and collaborative way. Unlike other Tech YouTube channels, we create a story around your message and post that on the homepage of ITWire, linking to your message.

In addition, your interview post message can be displayed in up to 7 different post displays on our the iTWire.com site to drive traffic and readers to your video content and downloads. This can be a significant Lead Generation opportunity for your business.

We also provide 3 videos in one recording/sitting if you require so that you have a series of videos to promote to your customers. Your sales team can add your emails to sales collateral and to the footer of their sales and marketing emails.

See the latest in Tech News, Views, Interviews, Reviews, Product Promos and Events. Plus funny videos from our readers and customers.

SEE WHAT'S ON ITWIRE TV NOW!