Case Study: Devonport City Council achieves better customer service with Dubber

Devonport City Council boosts service with Dubber for 7-staff team and instant call recording

Devonport City Council, a local government body serving a population of over 26,000 in Tasmania, sought to improve its customer service performance and training structure for its team of seven agents. They partnered with vendor Dubber and utilized its Dubber Premier call recording and Voice AI solution, deployed via their existing Telstra TIPT communications platform, to gain better insights from citizen interactions.

The Dubber solution was provisioned instantly over the council's existing phone system, eliminating the need for costly on-site hardware. The implementation provided real-time sentiment analysis, call transcription, and instant search capabilities. As a result, Devonport City Council reported significantly more structured training and a measurable increase in customer satisfaction with its services.

Devonport City Council