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.

Georgina P.

Assistant Team Leader

Mid-Market (51-1000 emp.)

11/15/2024

"Reliable and easy, straight forward to use for both evaluator and advisor"

4/5

What do you like best about Scorebuddy?

Straight forward to use. Easy user interface. Clear instructions on how to use. Used as a regular part of my job. Straight forward to understand. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It can be slow to react and slow to load making marking advisors frustrating. Review collected by and hosted on G2.com.

Jon-Paul M.

Senior Team Lead

Enterprise (> 1000 emp.)

8/20/2024

"Good at what is needed"

4.5/5

What do you like best about Scorebuddy?

Score buddy provides a helpful easy to understand interface for reviewing call quality audits in a clear and concise manner. The information is presented in an easy to understand and access manner from a manager's perspective. The depth of reporting options is also a key feature allowing users to review performance from multiple different points of view allowing manager's to fucs on individual aspects of the audits. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The search feature can be a challenge. When searching for specific agents the system reverts to a view all status instead of retaining the search results just accessed. This is a minor annoyance that can be worked around, but retaining the search results would be a nice qulity of life improvement. Review collected by and hosted on G2.com.

Dominic S.

General Sales Manager

Mid-Market (51-1000 emp.)

11/9/2023

"Great Call Feedback System"

5/5

What do you like best about Scorebuddy?

The dashboard that shows all scores for my site at West Yorkshire. As Sales Manager I want all the data right in front of me and this is perfect Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing massively that I dislike - however some team members need removing and not sure how that is done. Review collected by and hosted on G2.com.

Nat R.

Customer Support Team Manager

Enterprise (> 1000 emp.)

8/5/2023

"Easy to use!"

5/5

What do you like best about Scorebuddy?

This tool really helped speed up the quality review task for me. The scoring forms are auto-populated and I can view the form and the conversation being reviewed side-by-side, which is a big time saver.

The Dashboard allows an overview of my team's performance and I have a wide range of reports available that make it easier for me to analyze trends and address performance issues.

It allows my team members to reach out to the reviewer directly, increasing accountability and improving the overall feeling around the process. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing. This tool really meets all my needs. Review collected by and hosted on G2.com.

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

Before implementing Scorebuddy our quality process did not allow much visibility from the agent's side, creating negative feelings around it. With Scorebuddy they can see who was the reviewer and contact them directly through the platform if needed. It also helps holding the agents accountable for their improvement, since we can keep track of who is viewing and accepting the reviews. Review collected by and hosted on G2.com.

Swathi R.

Team Leader

Mid-Market (51-1000 emp.)

8/21/2024

"Very helpful tool"

5/5

What do you like best about Scorebuddy?

I like how the review forms have different drop-downs/options to select from. It gives an obvious idea to the agent. For the evaluator, it is easy to add their score and write a summary.

Apart from reviewing the agent's work, we can check their scores for any day/week/month. I love how we can select custom dates to pull the report for any agent & evaluator. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing for now as all the features are working absolutely fine and accurately. Review collected by and hosted on G2.com.

Sean M.

Customer Service Team Leader

Mid-Market (51-1000 emp.)

11/19/2024

"Easy to use, easy to track and really efficient at looking at Call Quality trends"

5/5

What do you like best about Scorebuddy?

I like how it is integrated with my Outlook so any new scores that are done, I am notified so can check the call quality of my team and see a easy to read but very comprehensive look at the scores of my team. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I think moving people to under different leaders and adding them on can take longer than needed. This is a very small issue though Review collected by and hosted on G2.com.

Priyanka S.

Team Lead

Mid-Market (51-1000 emp.)

8/20/2024

"Great way of monitoring performance"

4/5

What do you like best about Scorebuddy?

It is an easy way of communication for analysts and management to exchange evaluations and comments. In certain circumstances, score should also be significant, and we have the choice to maintain that. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

We occasionally experience slowness since we have to constantly go back and choose full view while searching for analysts' names in order to provide input for names that begin with U, Y, or Z. The names should all automatically appear. Review collected by and hosted on G2.com.

Julius L.

User support

Mid-Market (51-1000 emp.)

2/21/2024

"My Scorebuddy"

5/5

What do you like best about Scorebuddy?

It make you score perfectly when scoring my agents. Also we can talk about something new regarding the scorecard that was implemented on scorebuddy we also able to adjust our self for our agents when they have low score ( if they are not satisfied with their score) Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

none at the moment everytrhing is perfect regarding with the option. Review collected by and hosted on G2.com.

Jason A.

Team Leader

Enterprise (> 1000 emp.)

5/22/2024

"Excellent for performance tracking"

4.5/5

What do you like best about Scorebuddy?

Navigation through the platform is easy which is impressive given the wealth of metrics that are available to you, particularly your dashboard. I use Scorebuddy once a month to review each of my direct report's performance. When completing a review, options such as sending the report a kudos is a simple but nice touch in the typically cold and calculated world of scores and targets. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I would like to be able to retrospectively add a performance review. For example, if scheduling does not allow me to complete a review for one of my reports in May, I would like to be able to do this the following month but still have that review show up as being done in May. Review collected by and hosted on G2.com.

Vineeth G.

Operations Team Lead

Enterprise (> 1000 emp.)

8/21/2024

"Simple, precise and holistic"

5/5

What do you like best about Scorebuddy?

When reviews are performed, it's easy and at the same time it's user friendly when it's about reporting, the reports are clutter free and gives the desired output. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

While the dashboard view from Supervisor end is good, agent end is a bit for confusing, specially when an agent tries to navigate through their scorecard. If it could be made more simpler, it would have been a phenomenal product. Review collected by and hosted on G2.com.