Case Study: soma technology group improves customer service and saves $30,000 a year with Dubber

soma technology group saves $30,000 a year with Dubber

soma technology group, an Australian managed IT services provider, faced a challenge in recording and monitoring customer service calls across its dispersed workforce. Their previous system was difficult to use and could not record calls from remote staff, leading to a lack of traceability and quality assurance. They turned to Dubber for its call recording and voice AI solution.

By implementing Dubber's solution integrated with Telstra Calling for Office 365, soma gained universal call recording, a searchable call library, and AI sentiment analysis. The results included improved customer satisfaction with survey scores consistently above 4.5 out of 5, better staff training, and full visibility of all conversations. Dubber also provided traceability for legal purposes and delivered significant cost savings of approximately $30,000 per year.

soma technology group