Eight modules. One source of truth for every call.
DiBR turns every contact center call into structured intelligence — automatically scored, flagged, and analyzed. No manual review. No surveys. No sampling.
Every call scored across ~20 dimensions.
A consistent, AI-generated quality score for every call your team handles — not just the 1–5% sampled by traditional QA. 14 base dimensions plus campaign-specific additions.
- Greeting, identification, and call opening
- Active listening and empathy markers
- Issue resolution and first-call effectiveness
- Process adherence and policy accuracy
- Tone, professionalism, and language clarity
- Closing, callback commitment, and confirmation
Catch violations before they escalate.
Every call screened against the regulations relevant to your jurisdiction and industry. Flags include severity, transcript context, and the specific clause involved.
- TCPA — opt-in/opt-out language and consent tracking
- FDCPA — Mini-Miranda, time-of-day, third-party disclosure
- HIPAA — PHI handling, identity verification
- LFPDPPP (Mexico), PIPEDA (Canada), GDPR (EU)
- Industry-specific scripts and required disclosures
Predicted CSAT and NPS
without surveys.
Every call produces a predicted satisfaction score, NPS estimate, customer effort score, and churn-risk signal — modeled from language, behavior, and resolution.
- Predicted CSAT (1.0–5.0) per call
- Predicted NPS (–100 to +100) per customer
- Customer Effort Score signal
- Churn-risk and CLV indicators
- Sentiment trajectory through the call
Coaching that actually moves scores.
Per-agent scorecards with topic-level recommendations. Track which coaching moves which metric — not who completed which session.
- Topic-level strengths and weak points
- Coaching recommendation tied to specific calls
- Trend tracking — week, month, quarter
- Coaching effectiveness measurement
- Risk indicators (compliance, churn, attrition)
Which campaign,
which script, which moment.
Track campaign performance at the call level. Identify which scripts convert, which lists underperform, and which moments in a call drive outcomes.
- Per-campaign quality, conversion, and effort metrics
- Script variant performance — A/B at the call level
- Disposition vs predicted outcome correlation
- List quality scoring
Tells you what to do. Not just what happened.
Standard business intelligence (BI) is descriptive — it tells you what happened. DiBR is prescriptive. Outcome Reverse-Engineering and the Recommendations engine produce specific actions tied to specific outcomes.
- Outcome reverse-engineering — what made a call successful?
- Specific, actionable recommendations weekly
- Voice-of-Customer themes with frequency and impact
- Win/loss analysis at the call level
Pattern alerts in minutes, not days.
When a problem starts repeating across calls, you'll know the same day — not at the end of the week in a report. Configurable thresholds, email delivery.
- Compliance pattern alerts
- Agent-level coaching alerts
- Customer escalation alerts
- Email notifications
Your contact center,
in plain language.
Ask operational questions in natural English or Spanish. Get answers grounded in your call data — not a dashboard you have to interpret.
- Plain-language Q&A across your call corpus
- Bilingual — English and Spanish
- Answers scoped to your organization's call data only
- Available on Growth, Advanced, and Enterprise tiers
See the modules running on real calls.
Start free with your own calls, or book a 30-minute walkthrough first — we'll cover your specific use case.