Scorebuddy Reviews & Product Details

QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, drive agent engagement, and uncover actionable insights. Reduce cost per interaction by automating repetitive tasks and use AI to analyze 100% of interactions—so you can identify the ones that need human review. Improve agent engagement and productivity with personalized dashboards and data-backed coaching. Leverage advanced QA reporting and business intelligence to uncover the trends and patterns that drive customer experience. Visit www.scorebuddyqa.com to learn more and access case studies from financial services, retail, tech, BPO, and more. Key features: ✔ Embedded AI - Automate manual tasks and boost efficiency. ✔ Conversational Analytics - Analyze 100% of interactions to uncover insights. ✔ Automated Workflows - Speed up QA and reduce evaluation times. ✔ Business Intelligence - Make data accessible and cut reporting time. ✔ Integrated Coaching - Engage agents with data-backed coaching. ✔ Learning Management System - Only QA tool with an integrated LMS. ✔ Personalized Dashboards - Custom dashboards to maximize engagement. ✔ Flexible Scorecards - The most flexible scorecard builder on the market.

Product Website

Seller

Scorebuddy

Discussions

Scorebuddy Community

Languages Supported

English

Product Description

Scorebuddy is a cloud-based quality assurance software that evaluates customer interactions across multiple channels, calls, emails, live chat, and social media.

Overview by

David McGeough

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

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Scorebuddy Integrations

(5)

Verified by Scorebuddy

Scorebuddy Media

The Surveys additional module, just like Scorebuddy, has been designed to be intuitive and easy to use. Here are just a few benefits of our Surveys tool: 1) Agents and supervisors can easily compare Customer Sentiment and Quality results in one place. 2)Surveys are initiated at the ?Mome...

Groups summary gives the user an overall average per Group (across the multiple Scorecards used) as well as the number of results below target and above target. In addition to the table, the user can also find a histogram and a trend chart. Both the histogram and the trend chart can be customized...

Scorebuddy can streamline your QA evaluations across all interaction types, using custom filters to create lists for scoring and assignment. Quotas of interactions can assigned per agent with filtering based on items like priority, status, or customer category to allow focus on what is important ...

Scorebuddy Demo - Success Rate Scorecard

Success Rate. It was designed for those customers who have a success-based framework where the focus of reporting is on Success/Fail rates rather than the numeric percentage score and where identifying the root cause of outcomes is critical. (for example the COPC methodology)

Non-Numeric. This type of Scorecard was developed having in mind coaching-based QA frameworks. Because the focus is on the Employees? development and coaching rather than on numerical values, the Employees will get customized labels such as 'Needs development' rather then a percentage.

Compliance overview is particularly helpful for customers that use Compliance type sections in their Scorecards. Report 6.1 will give the user an overview of all the Group Pass and Fail Rates. There are two additional drill down reports available: when clicking on the Group name, the report on Pa...

In this captivating video, we delve into the realm of BPO mastery, unveiling the secrets to navigating customer instances seamlessly with Scorebuddy's QA Reporting. 🚀 Discover the ultimate solution to boost your BPO efficiency and ensure c

Official Downloads

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Nycole B.

Quality Analyst

Mid-Market (51-1000 emp.)

8/18/2025

"Scorebuddy , My Awesome Buddy!"

5/5

What do you like best about Scorebuddy?

It's very easy to use especially with the calibration. Useful and convenient! Everyone can use it anywhere they are. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Some boxes are not needed but cannot be removed Review collected by and hosted on G2.com.

What problems is Scorebuddy solving and how is that benefiting you?

Problems Scorebuddy Solves:

Inconsistent Quality Monitoring: Traditional QA processes can be subjective and inconsistent. Scorebuddy provides standardized scoring criteria that ensure every agent is evaluated fairly and uniformly.

Manual and Time-Consuming Evaluations: Evaluating calls and interactions manually takes a lot of time. Scorebuddy automates much of this process, speeding up feedback loops.

Lack of Real-Time Feedback: Without timely feedback, agents can continue making the same mistakes. Scorebuddy helps deliver quicker insights so agents can improve faster.

Difficulty in Identifying Training Needs: It can be hard to spot trends or recurring issues across many interactions. Scorebuddy’s analytics highlight specific areas where agents or teams need coaching.

Limited Visibility for Managers: Managers often struggle to get a clear overview of team performance. Scorebuddy dashboards provide real-time metrics and detailed reports.

Benefits You Could Experience:

Improved Customer Experience: By consistently monitoring and improving agent performance, customer interactions become smoother and more effective.

Increased Agent Productivity and Morale: Agents get clear, actionable feedback and recognition for good performance, leading to motivation and faster skill development.

Data-Driven Decisions: Management can use reliable data to make informed decisions about training, staffing, and process improvements.

Cost Savings: More efficient QA reduces the resources spent on manual evaluations and lowers the risk of costly errors. Review collected by and hosted on G2.com.

Sourav Y.

Quality Assurance Analyst

Enterprise (> 1000 emp.)

9/1/2025

"Using Scorebuddy since a long time and happy with the results with it."

4.5/5

What do you like best about Scorebuddy?

One of the things I like most about Scorebuddy is how user-friendly it is. The interface is clean, and it doesn’t take long to figure things out—even for new team members. The ability to customize scorecards based on different criteria is incredibly helpful, especially for managing multiple teams. It really helps us maintain consistency in our QA process while giving us room to adapt things as we grow. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There are a few areas where Scorebuddy could improve. For example, the reporting functionality is powerful, but sometimes feels a bit clunky or unintuitive. It can take a few extra clicks to get to the data you need, and the visualizations could be a bit more dynamic. Also, the integration process with some external systems took more time than expected, although support was helpful throughout. Review collected by and hosted on G2.com.

What problems is Scorebuddy solving and how is that benefiting you?

Scorebuddy helps us streamline our quality assurance process by allowing consistent, transparent, and customizable performance evaluations for our customer support team. Before using it, QA was more subjective and scattered across spreadsheets, which made it difficult to track trends or take corrective action. Now, with Scorebuddy, we have clear visibility into agent performance, easier coaching conversations, and actionable insights that help improve both customer satisfaction and team efficiency. It has also reduced manual work, saving time for our QA and team leads. Review collected by and hosted on G2.com.

Mohit R.

Executive

Enterprise (> 1000 emp.)

8/23/2025

"Scorebuddy: Simplifying Quality Monitoring and Performance Management"

5/5

What do you like best about Scorebuddy?

What I like best about Scorebuddy is its ability to make quality monitoring structured and transparent through customizable scorecards and detailed reporting. The platform is easy to use, even for first-time users, and allows managers to deliver targeted feedback that helps agents improve quickly. The dashboards provide clear visibility into performance trends, which makes coaching more focused and impactful. Overall, it simplifies what used to be a manual, time-consuming process and helps maintain consistent service quality. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

While Scorebuddy is highly effective, some of the reporting features could be more advanced, especially for larger teams that need deeper analytics. The range of integrations with other systems is somewhat limited, which sometimes leads to manual data handling. Additionally, although the interface is straightforward, it could benefit from more customization and a fresher, modern design to enhance the overall user experience. Review collected by and hosted on G2.com.

What problems is Scorebuddy solving and how is that benefiting you?

corebuddy is solving the problem of inconsistent and time-consuming quality monitoring in customer support by providing a centralized and structured platform for evaluations. Instead of relying on spreadsheets or manual tracking, it allows managers to create customizable scorecards, capture performance data, and share feedback in one place. This ensures that evaluations are consistent across the team and that agents receive clear, actionable coaching. The benefit has been improved service quality, agent performance, and visibility into trends, which helps identify gaps early and provide targeted training. As a result, customer interactions are monitored more effectively, and overall customer satisfaction has increased. Review collected by and hosted on G2.com.

Rafaelo A.

Fraud & Risk Analyst

Mid-Market (51-1000 emp.)

8/13/2025

"Great User Interface"

5/5

What do you like best about Scorebuddy?

The clean user interface alongside with the color choices but also the multiple categories that can be used on each review.

Great way of tracking different KPIs with options of seeing graphs, individual scores, team scores etc.

+ bonus points for options to request 1:1 through the software instead of having to jump to other 3rd party softwares for that. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

When reviewing my individual QX scores, I have an option to either Accept or Request 1:1 (challenge) - this is good. What I do not like is that the button to ''Accept'' or ''Request 1:1'' is at the bottom of the page and have to scroll all the way down every time.

On one side it's good because it forces me to review thoroughly but on the other hand, if I have multiple QX scores at 100% and I am fine with that, I would rather be able to have the Accept button on the top page. Review collected by and hosted on G2.com.

Allen R.

Technical Escalation and QA Lead

Mid-Market (51-1000 emp.)

8/12/2025

"Great QA System"

4/5

What do you like best about Scorebuddy?

Scorebuddy lets our support team dig deep into every conversation — whether it’s chat, email, or call — with a structured, easy-to-use scoring system. We can spot exactly what went well and where we can improve, ensuring each customer interaction is better than the last. No more guesswork — we have hard data to back up our coaching. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The user interface could be more modern and intuitive. While functional, the current design sometimes feels dated and doesn’t always guide the user naturally through tasks. A cleaner, more streamlined layout could improve day-to-day efficiency.

Menu navigation can be unclear at times. Some options are nested in ways that aren’t immediately obvious, which can lead to extra clicks or guesswork. Grouping related functions together more logically would make the experience smoother for support agents. Review collected by and hosted on G2.com.

What problems is Scorebuddy solving and how is that benefiting you?

We now have a standardized, consistent scoring framework, so every agent is evaluated fairly and against the same expectations.

Scorebuddy’s reporting and analytics give us a clear view of trends over time, so we can address recurring issues quickly and double down on what’s working.

Scorebuddy streamlines evaluations into one platform, saving time and letting us focus on the customer experience instead of admin work. Review collected by and hosted on G2.com.

Dijon M.

Trusted Referee

Mid-Market (51-1000 emp.)

9/15/2025

"Constructive Criticism"

4/5

What do you like best about Scorebuddy?

The most helpful thing about Scorebubby is, it give the Trusted Referee's a point of reference that gives us a opportunity to grow. It also, gives us a place to take accountability and make healthy corrections on developing properly. I believe this give us the ability to expand and grow our skills has a trusted referee. This gives us the tools we need to create insanely great customer experience by making lives better, one interaction at a time. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The least help thing I dislike about Socrebuddy is? I honestly have not thought about it. Due to, the fact I know this is here to track our work production. Review collected by and hosted on G2.com.

Jennifer C.

Compliance Specialist

Mid-Market (51-1000 emp.)

8/14/2025

"Easy, convenient and interactive way to provide feedback to our team members."

4.5/5

What do you like best about Scorebuddy?

I love how user friendly Scorebuddy is. The interface is presented well so that usage is intuitive. I also love that they have training videos that we can provide to each new user we add to the program. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

My least favorite aspect of this program is the reporting. While they provide many different reports we can run; the reports are not easily filtered and there isn't one report that combined all of the data we need in one, easy to manipulate report. Review collected by and hosted on G2.com.

Anusha P.

Travel Sales Consultant

Airlines/Aviation

Mid-Market (51-1000 emp.)

8/7/2023

"Quality check done right"

5/5

What do you like best about Scorebuddy?

The Scorebuddy interface is very easy to use, so you can quickly learn how to use the system. The reporting features are simple and work well. Additionally, they offer customizable dashboards that allow users to track key metrics at a glance. Overall, the platform streamlines the quality assurance process for contact centers of any size. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing. I truly can't ask for more from this product. Review collected by and hosted on G2.com.

What problems is Scorebuddy solving and how is that benefiting you?

Score buddy addresses key challenges by providing quick and easy quality assessment across various customer interactions, including calls, emails, chats. It simplifies performance monitoring with customizable dashboards, ensures easy access to detailed reports, and offers real-time data updates for faster decision-making. It also allows flexible creation of multiple scorecards tailored to different evaluation needs. Review collected by and hosted on G2.com.

Sophia S.

Risk and Safer Gambling Team Manager

Enterprise (> 1000 emp.)

8/23/2024

"Great tool that allows you to manage team performance."

5/5

What do you like best about Scorebuddy?

I love how quickly we can make in house changes to the system to ensure the marking criteria is always reflective of our processes which are regularly updated. This allows us to quickly begin measuring whether we are being compliant against regulatory process changes implemented and identy gaps in knowlege to inform additional training sessions. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The functionality can be glitchy, I often have issues logging in or my scores not saving / being logged out whilst working. Review collected by and hosted on G2.com.

What problems is Scorebuddy solving and how is that benefiting you?

Identifying areas for development for my team members that I would have to record manually if not. It therefore saves me a lot of time due to the ability to track an individuals performance across a specific period. As we move on to new processes duing a period of change in the business, the platform allows us to identify themes and trends in quality score drops so we can identify these and amend training to fix issues early. Review collected by and hosted on G2.com.

Suganya S.

Quality Assurance Analyst

Consumer Services

Mid-Market (51-1000 emp.)

8/22/2024

"Great software for QA's"

4.5/5

What do you like best about Scorebuddy?

I really like the way the website is set up, with the most accessible tabs placed at the top, just one click away. We use Scorebuddy daily to score our Customer Service Specialists, and the software is incredibly intuitive. It gives our company full visibility into the reports, making it easier to identify areas for quality improvement. The streamlined design and easy navigation truly enhance our overall experience. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Website down issue has been resolved now. But more automated processes to simplify the needs would be amazing. Review collected by and hosted on G2.com.