DiBR began with a question: why does the contact center industry sample what it could measure?
For two decades, quality assurance in contact centers meant a small team listening to a small number of randomly-selected calls. Most contact centers reviewed less than 5% of their calls — and made coaching decisions, compliance assessments, and operational changes based on that 5%.
The reasons were practical: humans are slow; transcription was unreliable; language understanding was a research problem. None of those constraints exists anymore.
DiBR is what contact center QA looks like when those constraints are gone. Every call scored. Every compliance flag surfaced. Every customer signal captured. Every coaching opportunity identified. Not a sample — coverage.
We built DiBR for the contact centers we know best: regulated, bilingual, often outsourced, always under pressure to do more with the same team. We're based in the US and Mexico, and our platform is built bilingual from day one.