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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Verified User in Leisure, Travel & Tourism

Mid-Market (51-1000 emp.)

8/4/2023

"Very user friendly"

4.5/5

What do you like best about Scorebuddy?

The reporting for the supervisors is very easy from scorebuddy. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The homepage can be more better and can include graphs and pie charts for reports. Review collected by and hosted on G2.com.

Verified User in Renewables & Environment

Mid-Market (51-1000 emp.)

11/22/2024

"Great Tool to assist with Benchmarking"

5/5

What do you like best about Scorebuddy?

Being able to create and edit a bespoke scoring system is extremly useful in a fast paced Contact Centre, where there can be numerous changes to process in any 12-month period.

I use it weekly to help develop my Team, benchmark productivity and quality of calls, and identify ares of improvement and training requirements.

It's an easy system to use, once you know how to navigate your way around it. I've never experience any problems where I have had to contact Customer Support. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Takes a little bit of time to get used to navigation and find exactly what you want. Review collected by and hosted on G2.com.

Majorie Z.

Executive Services II

Mid-Market (51-1000 emp.)

2/18/2025

"It was amazing"

5/5

What do you like best about Scorebuddy?

It help improve operational efficiency, Upside is to identify what need to work on a particular service Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It improve the quality of their customer service interactions Review collected by and hosted on G2.com.

Verified User in Telecommunications

Mid-Market (51-1000 emp.)

11/20/2024

"Scorebuddy has fantastic potential!"

4/5

What do you like best about Scorebuddy?

I like the manager dashboard view- seeing all my agents' scores in one place makes my job really easy. I also like the Reports features and ability to filter down to exactly the data I need. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I wish I could get some of the filter options to stick (eg, instead of changing from Score Date to Even Date every.single.time could this be a semi-permanent in options somewhere?). Also, the employee dashboard view is no where near as user-friendly and intuitive as the manager dashboard. Our employees often get lost. Review collected by and hosted on G2.com.

Joven C.

Executive service associate

Mid-Market (51-1000 emp.)

2/18/2025

"It is a user friendly tool"

4.5/5

What do you like best about Scorebuddy?

It's easy to use and it provides accurate details. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It must show the current month's average performance when going to the homepage Review collected by and hosted on G2.com.

Mary Joice D.

Executive Servicess II

Small-Business (50 or fewer emp.)

2/18/2025

"SURVEY"

4.5/5

What do you like best about Scorebuddy?

We are able to see are scores accurately for each of our QA Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There is no room for improvement since it gives accurate infromation Review collected by and hosted on G2.com.

Verified User in Computer Software

Small-Business (50 or fewer emp.)

10/12/2021

"Excellent Quality Evaluation software"

5/5

What do you like best about Scorebuddy?

The best part of Scorebuddy is very easy to use and the Analytics they offer is excellent as it gives clear reports to identity defects related to Agent Performance Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The Interface of the Scorebuddy may need some changes because it looks old Review collected by and hosted on G2.com.

Recommendations to others considering Scorebuddy:

If you are looking to evaluate your Customer Support Agents using a scorecard methodology then I would suggest using Scorebudyd because you can create sections in your scorecard and evaluate it from Customer, Business, and Compliance perspectives. Review collected by and hosted on G2.com.

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

Actually, we were using Excel software to evaluate Agent performance but we got a lot of reporting errors, and using Scorebuddy we were able to fix that problem as everything is smoothly done. Review collected by and hosted on G2.com.

Response from Harry McIntyre of Scorebuddy

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Hi, thank you for your feedback. It's great knowing that we are making your job easier.

Jon Axl Sebastian C.

Executive Services

Mid-Market (51-1000 emp.)

2/18/2025

"You can add comments on each part"

5/5

What do you like best about Scorebuddy?

You can add comments on each part to help agents Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Some scores are fix and cant be seen or updated Review collected by and hosted on G2.com.

CAMILLE D.

Customer Service

Mid-Market (51-1000 emp.)

2/18/2025

"Easy to access & user friendly."

5/5

What do you like best about Scorebuddy?

It is easy to access & easy to navigate. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes notifications are not on the inbox. Review collected by and hosted on G2.com.

Cade V.

Mid-Market (51-1000 emp.)

9/10/2024

"Scorebuddy is MY buddy!"

5/5

What do you like best about Scorebuddy?

Scorebuddy has some of the best reporting that not only speaks to your quality metrics but also provides recommendations to increase on metrics such as:

1. CSAT/NPS/HMD (Satisfaction)

2. First contact resolution (First time solutions)

3. Total Time to Resolve (Total time to resolve a issue)

Apart from the many metrics the tool speaks to, it provides seamless coaching opportunities and identifies trends quickly! Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Im yet to come across a feature that does not impress! Review collected by and hosted on G2.com.