Why enterprises need Optus Mobile Voice Recording

By Catherine Yue

With an estimated 20 million smartphone users in Australia in 2021 the growth in business conversations taking place on mobile is set to continue. Unfortunately, these conversations can go in one ear and out the other. We need to capture them – for proof of what was said, to uncover hidden insights and trigger alerts.

Traditional call recording has it challenges. In the past, businesses have relied on expensive, legacy recording hardware often paired with proprietary software and siloed data. These solutions often don’t scale to record mobile conversations.

Today many enterprises face challenges in leveraging the latest technology to support regulatory compliance and a remote workforce. Then there are higher productivity goals and the need to pick up customer insights across a range of touchpoints. All this makes mobile voice recording and extracting intelligence a business imperative.

“Today more than 90% of crucial customer interactions are still voice. The value of that conversation ends as soon as it is over. A wealth of data is locked in the conversations businesses are having every day with customers – tapping into that data is the key to proactive compliance and customer experience improvements.” Andy Lark, Dubber Chief Customer Officer.

Making mobile recording simple

Optus, in partnership with Dubber, has launched Australia’s first network-integrated mobile voice recording and intelligence service. This solution is embedded in the Optus mobile network, can be cost effective and help deliver ROI more quickly than traditional call recording solutions. 

Now Optus Enterprise customers can easily capture, record, transcribe and analyse mobile calls between employees and customers and best of all, conversations are easily searchable.

The four benefits of Optus Mobile Voice Recording and AI

Gartner predicts that by 2025, organisations will record and analyse 75 percent of work conversations, enabling the discovery of added organisational value or risk. Optus Mobile Voice Recording and AI enables enterprises to record calls at scale.

Here are four of the potential major benefits of Optus Mobile Voice Recording and AI:

1. Proactive Compliance & Risk Management

• Help meet regulatory requirements requiring call recording, such as AML/KYC, Anti-Hawking Legislation and Internal Dispute Resolution RG 271.
• Respond to regulatory requests and investigations quickly with near-immediate search capability of conversations and receive alerts on potential compliance breaches.
• Enable call recording, call processing and storage of associated data to data compliance directives such as the Privacy Act, PCI, HiPPA and GDPR.
• Integrate voice data into big data sets alongside items like emails, text, video and more.
   

2. Customer Intelligence

• Get a more complete view of the customer by expanding recording beyond the contact centre to other parts of the business.
• View real-time customer satisfaction insights to reduce churn, surface trends, improve customer experience and identify trends.
• Avoid costly customer disputes by having a complete and accurate record of customer conversations for proof of agreements, orders and advice provided.
   

3. Revenue Intelligence

• Speed up sales productivity and reduce inaccurate and time-wasting manual note taking. Instead, capture conversations and automatically attach them to customer records in tools such as Salesforce and other productivity tools.
   

4. People Intelligence

• Provide near real-time reporting on employee sentiment and engagement through conversational data.
• Quickly review conversations to improve customer service and for effective employee coaching and training.

Optus Mobile Voice Recording is now available. Find out more here and learn more about this and how it could benefit your enterprise, alternatively contact your Optus Account Manager or call the Optus Enterprise Hotline on 1800 555 937.