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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Interactive Demo

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Dr. Jordan H.

Director of Operations, Financial Aid Processing

Mid-Market (51-1000 emp.)

5/20/2025

"Score buddy Review"

5/5

What do you like best about Scorebuddy?

Score buddy is a great way to get my advisors scored accurately on their calls and it provides a lot of great insight to help them grow and improve! Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes the system would be slow or lagging but that would be the only thing Review collected by and hosted on G2.com.

Manikanta T.

Team Lead - Customer Relations

Mid-Market (51-1000 emp.)

11/18/2024

"Best Usage of time with Vast Features"

5/5

What do you like best about Scorebuddy?

The Supervisor Dashboard is my most liked feature as I use it every week to understand where my team stands and the ease of using it. It helps me to easily implement strategies to devise new ways to provide customer support. The integration of Scorebuddy with our internal CRM has helped to save time without the need to switch tabs. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I feel it would be great if new options such as online resources to improve the communication or possibility any learning courses to be added in the coaching tab for further enhancement. Review collected by and hosted on G2.com.

Verified User in Airlines/Aviation

Enterprise (> 1000 emp.)

11/15/2024

"Review Scorebuddy QA Tool"

4.5/5

What do you like best about Scorebuddy?

Scorebuddy is incredibly user-friendly. The setup was quick, and the platform is easy to navigate. Configuring scorecards and evaluation metrics to suit our needs was simple, and the dashboard provides a clear, real-time overview of key performance indicators, making it easy to monitor agent performance. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I sometimes find that the reports don't offer as much customization as I’d like. Particularly when I’m trying to track long-term trends or analyze data across different teams or departments.

when I am trying to set up a more complex scorecard or evaluation metric, having some extra support would be helpful. like some video tutorial. Review collected by and hosted on G2.com.

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

I’ve been using it to track my team’s errors and give feedback as soon as it’s available on the platform. The speed at which data flows into Scorebuddy helps me stay proactive—by providing timely, actionable feedback, I can address issues before they become bigger problems. This has really helped improve accountability and performance across the team. Review collected by and hosted on G2.com.

Mohamed M.

Customer Experience Manager

Mid-Market (51-1000 emp.)

3/9/2025

"have extensive experience utilizing Scorebuddy, a powerful quality management tool."

4/5

What do you like best about Scorebuddy?

Conducting audits on calls and chats, ensuring compliance, performance improvement, and enhanced customer interactions. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

N/A..................................... Review collected by and hosted on G2.com.

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

solves key challenges in quality assurance by streamlining call and chat audits, ensuring consistent evaluation criteria, and providing actionable insights for performance improvement. This benefits me by enhancing agent accountability, identifying training needs, and driving higher customer satisfaction through data-driven decision-making. Review collected by and hosted on G2.com.

Mercedes M.

Quality Control Analyst

Small-Business (50 or fewer emp.)

8/8/2023

"I really enjoy using Scorebuddy. However, there are some changes I would like to see."

3.5/5

What do you like best about Scorebuddy?

I enjoy the easy navigation in finding any call ever audited. I love the calibration feature, it's really helped with internal calibration sessions. Overall this tool has done well for customer support QA feedback and holding sellers to a higher standard of quality. The frequency of use for this tool has become an everyday thing because it is so crucial for our auditing process. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Theres room for improvement for this like... being able to properly save hyper links for videos properly within the notes/comment section. The dashboard tends to not update on the regular so... it shows old performance averages VS the updated performance adverage score. Lastly, I wish that Scorebuddy had the ability to reconise that an an auditors scoring the same activity ID# and have some sort of error message to notify an auditor to not score this specific Activity ID; this would help prevent double scoring for the same Activity ID and having to manually delete one. Review collected by and hosted on G2.com.

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

Scorebuddy helps fill the quality gaps between quality control analyst and the account reps. We are able to give great feedback and see the results of our feedback. If need be, we can always relate back to the specific score card even if its from a prior year, we have done this with multiple end of the year projects. Review collected by and hosted on G2.com.

Tatum J.

Quality assessor

Mid-Market (51-1000 emp.)

8/4/2023

"Scorebuddy is the most amazing tool that I have ever used."

5/5

What do you like best about Scorebuddy?

Data is always available in the easiest manner to be extracted. There are so many functions which is quick and easy to use and so many things that can be done using this tool. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes the system can freeze and it may give the error codes which allow you to not be able to do your daily target of work and at times it can be really slow Review collected by and hosted on G2.com.

Jessie U.

Agent

Mid-Market (51-1000 emp.)

2/20/2025

"Easy and reliable"

5/5

What do you like best about Scorebuddy?

User-friendly and easy to navigate, it also provides accurate details. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

At times, the website takes longer to load, but other than that, everything works well. It effectively serves its intended purpose. Review collected by and hosted on G2.com.