--- title: ScorebuddyCX Reviews meta_title: 'ScorebuddyCX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 835 reviews by the users' company size, role or industry to find out how ScorebuddyCX works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 835 scale: '5' date_modified: '2026-08-13' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # ScorebuddyCX Reviews **Vendor:** ScorebuddyCX **Category:** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Average Rating:** 4.5/5.0 **Total Reviews:** 835 ## About ScorebuddyCX AI-Powered CX Intelligence for Contact Centers ScorebuddyCX is a CX intelligence platform that connects AI quality assurance, conversation analytics, business intelligence, and agent development in one place. Get a complete picture of what's happening across every customer conversation with AI Auto Scoring at 90%+ accuracy. Find the patterns and signals that matter, share them with every team that needs them, from QA and operations to product, marketing, sales, and the C-suite, and close the loop with integrated coaching & learning that turns this intelligence layer into measurable business impact. Trusted by organizations in financial services, betting and gaming, BPO, retail, and more. Visit http://www.scorebuddycx.com to see full case studies and customer outcomes. Key features: -AI Auto Scoring: Score 100% of conversations with AI scorecards built to your own standards, at 90%+ accuracy. -Conversation Analytics: Understand why customers reach out, how they feel, and what's driving contact volumes. -QA for Agents: Build a QA process agents can trust, with consistent scoring and full visibility for managers and agents alike. -QA for Bots: Catch hallucinations, guardrail violations, and off-brand responses before they reach your customers. -Business Intelligence: Share CX intelligence across the business with custom dashboards and reports for every team. -Integrated Coaching: Find every coaching opportunity and act on it faster, with plans built on complete performance data. -Learning Management System: Assign targeted learning the moment conversation data reveals a skill gap. ## ScorebuddyCX Pros & Cons **What users like:** - Users appreciate the **user-friendly interface** of ScorebuddyCX, enabling smooth implementation and effortless navigation for all team members. (66 reviews) - Users appreciate the **customizable scorecards and powerful analytics** of ScorebuddyCX, enhancing measurable and developmental quality assurance. (48 reviews) - Users value the **streamlined coaching process** in ScorebuddyCX, enhancing collaboration and visibility for improved performance tracking. (24 reviews) - Users value the **efficiency** of ScorebuddyCX in quality assurance, enhancing clarity and streamlining the evaluation process. (23 reviews) - Users appreciate the **simplicity and ease of use** of ScorebuddyCX, enhancing QA processes and providing valuable insights. (21 reviews) - Users find Scorebuddy to be **intuitive and user-friendly** , enhancing their overall quality review process and satisfaction. (20 reviews) - User Interface (17 reviews) - Experience Improvement (15 reviews) - Customization (14 reviews) - Easy Setup (14 reviews) **What users dislike:** - Users find the **missing filtering options** in ScorebuddyCX limits efficiency and complicates review management. (14 reviews) - Users find ScorebuddyCX's **reporting capabilities limited** , requiring extra steps and support for advanced data analysis. (14 reviews) - Users find **layout issues** with ScorebuddyCX, citing outdated design and difficulty in report filtering as major drawbacks. (11 reviews) - Users experience **slow loading** times and occasional lag, hindering efficiency and complicating workflow during peak usage. (10 reviews) - Users report **scoring issues** with ScorebuddyCX, leading to inaccuracies and unviewable scores for reviewed calls. (9 reviews) - Complexity (8 reviews) - Users often face **slow performance** with Scorebuddy, leading to frustration during navigation and data input. (7 reviews) - Initial Difficulties (6 reviews) - Inaccurate Data Analysis (5 reviews) - Inadequate AI Capabilities (5 reviews) ## ScorebuddyCX Reviews ### 1. Essential QA Tool with Room for Reporting Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Sean B. | S, Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about ScorebuddyCX?** Scorebuddy has become one of the most valuable tools in my workflow for streamlining quality assurance, which is both intuitive and powerful. It allows me to focus on coaching, improving processes, and elevating customer experience across the team. Being purpose-built for QA, Scorebuddy makes evaluating calls very efficient with clean, clear evaluations and insights. Its ease of use is so great that even new analysts pick it up quickly. It's an excellent tool for my team that values accuracy and clarity in customer service quality assurance. I regularly use it to audit ticket responses, and it's been a huge upgrade from spreadsheets. The initial setup was fairly easy, thanks to the Scorebuddy team meeting with us and providing instruction and feedback. I'd highly recommend it and rate it a 10. **What do you dislike about ScorebuddyCX?** I find that reporting can feel limited without custom work. While its default dashboards are helpful, some analysis requires extra manual work. Also, it's not integrated with any of our other software like ticketing systems. **Recommendations to others considering ScorebuddyCX:** We have been using scorebuddy for over 5 years now and we highly recommend it! **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy streamlines quality assurance and makes evaluating calls efficient, providing clear evaluations and insights. It's intuitive, so even new analysts can quickly adapt. It enhances my focus on coaching and improving processes, upgrading from spreadsheets for auditing ticket responses. **Official Response from Harry McIntyre:** > Hi Sean, thank you for feedback. It's great knowing that we are making your job easier. We'd be happy to show you more of what Scorebuddy can do this year. Just reach out to your Customer Success Executive when you are ready. ### 2. Effective QA Platform for Streamlined Performance Management **Rating:** 4.5/5.0 stars **Reviewed by:** Dylan C. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about ScorebuddyCX?** What I like best about Scorebuddy is its user-friendly interface and the ability to streamline quality assurance processes in one centralized platform. The scoring workflows are intuitive, making it easy to evaluate calls consistently while saving time compared to manual QA methods. I also appreciate the detailed reporting and analytics, which help identify performance trends, coaching opportunities, and areas for improvement at both individual and team levels. The platform supports structured feedback and coaching, which is valuable for driving agent development and maintaining high-quality standards. **What do you dislike about ScorebuddyCX?** One area for improvement would be the flexibility of customization and navigation, as some workflows can feel slightly rigid or require extra clicks to complete simple tasks. At times, the reporting setup can take a bit of time to configure, especially for more detailed or customized dashboards. Additionally, while the platform is generally intuitive, new users may need some initial training to fully understand all features and get the most value from the system. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps solve the challenge of managing quality assurance and performance monitoring in a structured and consistent way. It centralizes call evaluations, feedback, and reporting into one platform, which reduces manual processes and improves efficiency. The platform makes it easier to identify performance trends, ensure scoring consistency, and provide clear, actionable coaching to agents. This benefits me by saving time on QA administration, improving visibility into team performance, and supporting data-driven decisions that help improve overall service quality and agent development. ### 3. Easy, convenient and interactive way to provide feedback to our team members. **Rating:** 4.5/5.0 stars **Reviewed by:** Jennifer C. | Compliance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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 format. **What problems is ScorebuddyCX solving and how is that benefiting you?** They provide a comprehensive way for us to monitor and direct the quality aspects of all of our depts. This is not just for CSR's. We use it across many of our depts, for different types of roles, because the scorecards are easy to develop into information that is relevant to each role. ### 4. Scorebuddy Makes Daily QA Audits Clear with Customizable Scorecards and Helpful Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** Caio V. | Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about ScorebuddyCX?** I like that Scorebuddy provides a clear, structured view of quality results by agent, team, and form, which makes it much easier to spot trends and identify gaps quickly. I also appreciate that the scorecards can be customized to align with client requirements and QA criteria, helping keep evaluations consistent across auditors and TMs. Finally, the reporting and filtering options are very helpful for follow-up actions like coaching, PIPs, and tracking improvements over time. **What do you dislike about ScorebuddyCX?** One main frustration with Scorebuddy is that reporting feels limited – I've asked for more comprehensive quality results beyond basic scorecards, but options like pulling clear QA vs. Internal distinctions require extra filtering or support. It can also be tricky to navigate for advanced breakdowns (e.g., by TM or specific trends), sometimes needing help from others to get the right data view. ​ That said, it's still our go-to for daily QA audits in the contact center. **What problems is ScorebuddyCX solving and how is that benefiting you?** ScoreBuddy solves quality monitoring challenges by providing structured scorecards for evaluating agent interactions (phone/chat), distinguishing QA vs. Internal audits, and tracking adherence to PCI/compliance processes. This benefits me by enabling quick identification of gaps (e.g., critical scores), supporting coaching/PIPs, and generating reports for team performance reviews – helping us maintain high standards like Worldpay's 8.3 survey score. ​ Overall, it streamlines QA workflows, reduces inconsistencies across TMs/agents, and drives targeted improvements in our Lisbon contact center operations. ### 5. Transparent Performance Reviews with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Gizele C. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about ScorebuddyCX?** I like Scorebuddy's layout and transparency, allowing employees to check who has done their review, their comments, and details. I appreciate how Scorebuddy provides clear performance numbers too. The initial setup was very easy, which made getting started a breeze. **What do you dislike about ScorebuddyCX?** I just find a bit challenging when I need to find specific report or employee review. Maybe a search bar or even add an AI companion, sometimes I need to look for specific reports and spend a bit longer trying to find what exactly I am looking for. **What problems is ScorebuddyCX solving and how is that benefiting you?** I use Scorebuddy to review employees' performance, ensuring they follow procedures and apply soft skills. It provides transparency and performance numbers, allowing employees to see who evaluated them and their comments. ### 6. Score buddy Makes Scorecards Easy and KPI-Aligned for Better QA Outcomes **Rating:** 5.0/5.0 stars **Reviewed by:** Maricon B. | PCI COMPLIANCE SPECIALIST, Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2026 **What do you like best about ScorebuddyCX?** Score buddy makes it easy to build scorecards tailored to your business goals. You can align scoring directly with compliance, customer experience, and operational KPIs — so QA isn’t just about “finding mistakes,” it’s about improving outcomes. **What do you dislike about ScorebuddyCX?** The standard dashboards are solid, but advanced reporting or cross-team analytics may require exports or workarounds. Some managers want deeper real-time insights without pulling data into external BI tools. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy turns quality assurance from a checklist task into a strategic performance tool. Instead of simply judging interactions, you gain insights you can act on — faster coaching, clearer performance trends, and higher consistency across your team. ### 7. Using Scorebuddy since a long time and happy with the results with it. **Rating:** 4.5/5.0 stars **Reviewed by:** Sourav Y. | Quality Assurance Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2025 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX 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. ### 8. Effortless Call Scoring with Superb Support **Rating:** 5.0/5.0 stars **Reviewed by:** Darren H. **Reviewed Date:** February 09, 2026 **What do you like best about ScorebuddyCX?** I really appreciate Scorebuddy's accessible support; the account management support is always on hand, and the live chat feature is superb, even out of hours. The simple user interface is beneficial, especially since it's our first foray into call scoring. The simplistic views enable usage at both the supervisor and agent levels. I also found the initial setup to be simple, supportive, and quick. **What do you dislike about ScorebuddyCX?** Some reporting needs pieced together from various report sources **What problems is ScorebuddyCX solving and how is that benefiting you?** I use Scorebuddy to collect call scores that generate insights for coaching, and its simple UI helps our team, including supervisors and agents. The accessible support, especially the live chat, is always on hand and beneficial. ### 9. Scorebuddy: Simplifying Quality Monitoring and Performance Management **Rating:** 5.0/5.0 stars **Reviewed by:** Mohit R. | Executive, Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2025 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX 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. ### 10. Driving Consistency and Clarity in Quality Assurance **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2026 **What do you like best about ScorebuddyCX?** What I like best about Scorebuddy is how it makes quality assurance simple, structured, and actionable. **What do you dislike about ScorebuddyCX?** One area where Scorebuddy could improve is in advanced customization and reporting flexibility. While the standard dashboards are helpful, creating highly tailored reports or pulling very specific data sets can sometimes feel a bit limited or require extra steps. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy is solving the challenge of inconsistent quality monitoring and limited visibility into performance trends. Before using it, tracking evaluations, identifying coaching needs, and spotting recurring issues could be time-consuming and fragmented across spreadsheets or different systems. ### 11. Essential for Staff Evaluation, Needs Better Analytics Guidance **Rating:** 4.0/5.0 stars **Reviewed by:** Claire C. **Reviewed Date:** February 09, 2026 **What do you like best about ScorebuddyCX?** I like how Scorebuddy helps me track trends, spot areas to improve, and collectively save scores for many years. I appreciate that we can use it universally as a team and see all scores, which is really beneficial. I also like the reports, even though I do find them tricky to navigate. **What do you dislike about ScorebuddyCX?** I find the reports tricky to navigate, and the analytics lack easy-to-use guidance to help master them. **What problems is ScorebuddyCX solving and how is that benefiting you?** I use Scorebuddy to evaluate staff, track trends, spot areas to improve, and save scores. It helps ensure team standards and provides universal access to scores. ### 12. Customizable Scorecards and Clear Analytics in a Scalable Cloud Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Karla G. | Compliance Specialits, Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2026 **What do you like best about ScorebuddyCX?** Customizable scorecards Clear reporting & analytics Coaching workflow Cloud-based & scalable **What do you dislike about ScorebuddyCX?** Reporting depth - reporting could be more granular, or that it requires extra steps to export and manipulate data for executive reports **What problems is ScorebuddyCX solving and how is that benefiting you?** Problem on Multi-site/remote teams that are hard to manage -How Scorebuddy solves it with it's Cloud-based access means everyone — wherever they are — can be scored and coached with the same tools. ### 13. Effective Self-Improvement Tool with Room for Reporting Enhancements **Rating:** 5.0/5.0 stars **Reviewed by:** JANREL V. | Customer Service, Enterprise (> 1000 emp.) **Reviewed Date:** February 23, 2026 **What do you like best about ScorebuddyCX?** I like Scorebuddy because it shows your score, allowing you to always check yourself to see if you're improving or not. The initial setup was very easy. **What do you dislike about ScorebuddyCX?** I think reporting could be improved. **What problems is ScorebuddyCX solving and how is that benefiting you?** I use Scorebuddy to check my progress at work, solve communication issues, and identify areas for improvement. It shows my score, helping me track my improvement. ### 14. Ease of Use That Delivers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2026 **What do you like best about ScorebuddyCX?** ease of use, lot's of features, saves progress automatically as draft **What do you dislike about ScorebuddyCX?** no issues other than the fact it automatically opens a report when you double click to open as a new tab, so a lot of back and forth **What problems is ScorebuddyCX solving and how is that benefiting you?** n/a ## ScorebuddyCX Discussions - [What does Scorebuddy do?](https://www.g2.com/discussions/what-does-scorebuddy-do) - 3 comments, 2 upvotes - [I would like to know why some of the audits do not appear right away in Dashboard.](https://www.g2.com/discussions/i-would-like-to-know-why-some-of-the-audits-do-not-appear-right-away-in-dashboard) - 1 comment, 1 upvote - [What is Scorebuddy?](https://www.g2.com/discussions/what-is-scorebuddy) - 1 comment, 1 upvote - [How do you use Scorebuddy?](https://www.g2.com/discussions/how-do-you-use-scorebuddy) - 3 comments - [Is there a way that you can have your scores that are lower than 100 show in there own category?](https://www.g2.com/discussions/34291-is-there-a-way-that-you-can-have-your-scores-that-are-lower-than-100-show-in-there-own-category) - 1 comment, 1 upvote - [View ScorebuddyCX pricing details and edition comparison](https://www.g2.com/products/scorebuddycx/reviews?filters%5Bsentiment_snippet%5D=1716882&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+20%3A43%3A15+-0500&secure%5Bsession_id%5D=5a08a0c9-723a-480d-8210-b52f0876dda0&secure%5Btoken%5D=4eab66121d79c1f9b711d9668fce9e8785123c4ef624d1ceec86bbf2c6892844&format=llm_user) ## ScorebuddyCX Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [IDhall SC](https://www.g2.com/products/idhall-sc/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## ScorebuddyCX Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Quality Assurance** - Evaluation - Calibration - Reports **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Performance** - Third-Party Integrations - Compliance **Generative AI** - AI Text Summarization - Call Routing - Generative AI **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation ## Top ScorebuddyCX Alternatives - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - 4.8/5.0 (1,053 reviews) - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - 4.8/5.0 (312 reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) - 4.5/5.0 (308 reviews)