Melbourne-based managed service provider Outcomex has reached an agreement with Sydney veterinary clinic chain WellPet Vets to deploy Dubber voice recording technology.
As part of a larger deployment focused on Cisco Webex Calling, WellPet sought to upgrade its communications platform to improve dispute resolution with customers.
Dubber was introduced to help meet WellPet’s specific requirements for recording their interactions with customers, including both the transactional side and advising customers.
“We evaluated what was available in the market to provide the easiest experience when it came to recording these interactions,” Barry Fialkov, practice manager of the Outcomex collaboration, told CRN.
âDubber was very easy to use and its technology was well suited to be part of the solution for WellPet Vets to meet specific requirements. “
Fialkov added that WellPet was able to take advantage of data integrations between Dubber and Webex Calling to make the switch as simple as possible without requiring third-party integrations and additional software development work.
Older systems took hours to retrieve recorded calls, so WellPet simply avoided doing the task. With Dubber, the task is to connect to a portal to retrieve the recordings.
“With Dubber having native integration with Webex, calls can be recorded when a WellPet practice manager provides pricing or when he advises pet owners such as how much medication their pet needs.”
WellPet said the new system has significantly reduced customer litigation while reducing costs and improving its account recovery processes.
The new cloud-based solution also helped the company simplify and standardize the systems of all WellPet offices in West Sydney into a single dashboard to call, record and also retrieve records.
Fialkov said that aside from a few issues with legacy platforms that caused delays (which did not impact the UC component or technology from Cisco and Dubber), the deployment went well. .
âIt was just for WellPet to add additional registered web users – we just placed the order with Dubber and those users are enabled to register in the future,â he said.