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

View More Pricing Information

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

(3)

edit

9 Practical Ways to Use Generative AI for Contact Centers

How to Get Started With Contact Center AI: A 3-Step Plan

Interactive Demo

edit

Try an interactive demo created by the software seller (right here on G2).

Try demo

G2 reviews are authentic and verified.

Here's how.

Heather B.

Supervisor

Financial Services

Mid-Market (51-1000 emp.)

8/3/2023

"Good product"

4.5/5

What do you like best about Scorebuddy?

Being able to see the statistics all in one place is great. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The training videos are terrible! Especially the sound. At one point, there is a voice recording layered on top of another. Comes off as unprofessional. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

5/26/2025

"Easy and straight to point"

4/5

What do you like best about Scorebuddy?

Ease of use, and good user interface and experience. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

lack some new advanced features mainly in AI. Review collected by and hosted on G2.com.

Nafisah A.

Quality specialist

Mid-Market (51-1000 emp.)

11/11/2024

"Good transition and helpful staff"

4.5/5

What do you like best about Scorebuddy?

Friendly staff, always read to assist, I love the reporting capabilities.

Very east integrations process and easy to use. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Some limitations around the calibration function and work allocation. Review collected by and hosted on G2.com.

Hang H.

Training Manager

Small-Business (50 or fewer emp.)

5/20/2024

"Eye catching view but difficult to pull out data in one shot"

3/5

What do you like best about Scorebuddy?

The scorebuddy has an eye catching interface, easy to navigate to see the audits Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The thing that I most dislike about the Scorebuddy are the data download features and report function. TO be able to download full data, need to download multiple time with different selections of specific column, merge data and then clean data. It would be good that scorebuddy is able to allow full data downloading including all selection that the auditor input in the evaluation form.

Second is about visualized report, honestly we do not feel these reports are usefull, it is good if the report can reflect the actual view that the user wish to view Review collected by and hosted on G2.com.

Mayla (MaylaG) G.

manager

Mid-Market (51-1000 emp.)

2/29/2024

"scorebuddy is an easy and reliable tool."

5/5

What do you like best about Scorebuddy?

the best part of scorebuddy is where we as team managers can view the overall scvores of our agents. It's not complicated at all. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

so far, theres nothing I dislike from scorebuddy specially with its new update. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

11/18/2024

"Streamlined Quality Tool and more"

4/5

What do you like best about Scorebuddy?

Scorecards are easy to update and customize as business and calltype needs change. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I would like an AI implementation. It would also be nice if there was a current timezone features for more accurate real time date/time cross reference. Review collected by and hosted on G2.com.

Renu V.

Team leader

Mid-Market (51-1000 emp.)

8/4/2023

"We are able to get all information in one place"

5/5

What do you like best about Scorebuddy?

User friendly application, can get all the scores together Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

need to filter again and again, for date/month Review collected by and hosted on G2.com.

Mayla G.

Team Manager

Mid-Market (51-1000 emp.)

2/21/2024

"Very easy to use. Very informative and useful."

5/5

What do you like best about Scorebuddy?

On our daily task the scorebuddy allows us to input the feedback to our agents. And also it's a great help when it come on monitoring the progress of my agents. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

As of the moment, I don't see any reason to dislike scorebuddy. Review collected by and hosted on G2.com.

Ben A.

Head of Supporter Operations

Mid-Market (51-1000 emp.)

8/21/2024

"Simple, easy to use Quality Monitoring tool - the best I've found on the market."

5/5

What do you like best about Scorebuddy?

It's simplicity and ease of use. It's versatile and customisable to suit our needs. In fact, when we first started using Scorebuddy as a Quality Monitoring tool for tradtional call and email evaluations over 8 years ago, we quickly realised its features and integrations would enable us to use this for our compliance monitoring too. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Though it is versatile and customisable, there are some tweaks we're not able to make, particualry around rating outcomes where we typically have 4 ratings and set colours against those. Review collected by and hosted on G2.com.

Verified User in Gambling & Casinos

Enterprise (> 1000 emp.)

8/3/2023

"Highly recommend!"

5/5

What do you like best about Scorebuddy?

The capability to continue using the same form for different agents! The reports are also great, and the fact that it saves drafts automatically, minimising the risk of losing the work you have done if there are disconnections issues. All the reports are easy and straightforward to read. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It logs you out after some time of inactivity, we should have the option to choose our own inactivity time. Review collected by and hosted on G2.com.