--- title: ScorebuddyCX Reviews meta_title: 'ScorebuddyCX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 807 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: 807 scale: '5' date_modified: '2026-07-28' 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:** 807 ## 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. to be aware of what my goals are **Rating:** 5.0/5.0 stars **Reviewed by:** Cristel (CristelL) L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about ScorebuddyCX?** you will be able to inform your seccesses and opportunities. i appreciate the information i needed to fullfil what i have to accomplished moving forward to get my goal **What do you dislike about ScorebuddyCX?** i have nothing to dislike about the scorebuddy as it is easy to access and understand the template what your misses thats needs to fullfil on the next call audit **What problems is ScorebuddyCX solving and how is that benefiting you?** i have no problems with my score buddy so far, it is user friendly. and it benefits me to track my misses and comprehend on how i improve my call handling next time **Official Response from Robyn McGinn:** > Hi Cristel, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help make your day to day easier as well as helping your business meet its goals so we are delighted to hear that it is doing this for you. ### 2. Fantastic system. easy to navigate **Rating:** 5.0/5.0 stars **Reviewed by:** mike p. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about ScorebuddyCX?** Useful initial results help to identify strengths **What do you dislike about ScorebuddyCX?** Reporting could be improved to help gain more insights **What problems is ScorebuddyCX solving and how is that benefiting you?** Identiffying areas that require training. Helps to support complaint resolution. Also to identify strong performers. ### 3. Easy to use and easy to understand **Rating:** 5.0/5.0 stars **Reviewed by:** Hamza N. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2023 **What do you like best about ScorebuddyCX?** How it is build and how it works.How it shows the numbers etc. **What do you dislike about ScorebuddyCX?** I think it could be more modern......... **What problems is ScorebuddyCX solving and how is that benefiting you?** It solve the way of giving a feedback. ### 4. Need more improvisation **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about ScorebuddyCX?** Individual as well as overall team performance is known. So easy to understand were team is standing in reagrds to performance. **What do you dislike about ScorebuddyCX?** Frequently getting notifications of score buddy. Time consuming. Couldn't move forward from 1 feedback to another, Next button is not active. Need to click on previous button to see other feedbacks. **What problems is ScorebuddyCX solving and how is that benefiting you?** We get direct feedback from quality. So we can review the feedback, check and take action accordingly if required. ### 5. Scorebuddy for customer support success **Rating:** 4.0/5.0 stars **Reviewed by:** Patrick K. | Head of IT, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2022 **What do you like best about ScorebuddyCX?** Easy organization to deal with. The console is clean and easy to use. Has all the features we needed and they also have other add-ins we eventually used such as the LMS platform **What do you dislike about ScorebuddyCX?** It's not optimally fast in APAC - we worked with them to make it work better but be aware that in APAC you may see slower speeds. The LMS platform is not seamless and it's hard to manage with our external IDP **What problems is ScorebuddyCX solving and how is that benefiting you?** We needed to replace our in-house support QA tool - this is achieved. We also needed to be able to support 600+ agents with over 30 QA heads - which was easy with this tool. Lastly we need to integrate with Zendesk (easy) and also export data to Tableau (less easy but not so bad) **Official Response from Stephen O'Reilly:** > Hi Patrick, Thank you so much for the feedback. Regarding your feedback about latency issues, we will pass this on to our product team so they can take it into consideration for future enhancements. ### 6. User Friendly & Effective **Rating:** 5.0/5.0 stars **Reviewed by:** claire c. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** Super user friendly. Easy to use and therefore easy to train people on. **What do you dislike about ScorebuddyCX?** That it logs you out after 10-15 minutes of inactivity. Sometimes I may be investigating an issue that takes some time and by the time I go to leave feedback on a scorecard i've been logged out. **What problems is ScorebuddyCX solving and how is that benefiting you?** The ability to have drop down comments saves so much time as we often leave the same feedback on a lot of contacts and the drop down comments saves me from having to type the same sentence over and over. ### 7. It connects people **Rating:** 4.5/5.0 stars **Reviewed by:** Sofia G. | Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2023 **What do you like best about ScorebuddyCX?** The most helpfull thing that Scorebuddy bring to my work is the new possibility of constant comunication with my colleagues and improvement in my work! **What do you dislike about ScorebuddyCX?** Can be a little less intuitive as I hope so **What problems is ScorebuddyCX solving and how is that benefiting you?** It creates a channel of comunication with the waulity departement that allow me to recieved constant feedback and improve my work. ### 8. LOVE SCOREBUDDY! **Rating:** 5.0/5.0 stars **Reviewed by:** Chelsey Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** Love the access, the reporting, the scoring ability, copy and paste, attaching calls, sharing information. LOVE it **What do you dislike about ScorebuddyCX?** Sometimes the time it takes to load, technical issues but all very rare. **What problems is ScorebuddyCX solving and how is that benefiting you?** Being able to score entire floor, stay organized, reference and communicate ### 9. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about ScorebuddyCX?** I use scorebuddy to track some key words used for our customers. The product is easy to use and really helpful. There are all functionalities I need so for customer support is great. **What do you dislike about ScorebuddyCX?** Nothing to say at the moment. The product works fine for me. **What problems is ScorebuddyCX solving and how is that benefiting you?** Diminish the number of manual reviews needed to indentify an issue and how our customers reacted to that issue/change. ### 10. One Of Best Transaction Monitoring Platform For Independent Contractors And Their Clients **Rating:** 5.0/5.0 stars **Reviewed by:** Roy O. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2023 **What do you like best about ScorebuddyCX?** ScoreBuddy is very easy to use - intuitive. But don't be fooled by its simplicity; features like Dashboard, Analytics, raw data export, and integration with other platforms are best-in-class. **What do you dislike about ScorebuddyCX?** After more than eight years of using ScoreBuddy with three clients, I can't remember a single downside. Even their support team is very responsive in a timely manner. **What problems is ScorebuddyCX solving and how is that benefiting you?** ScoreBuddy helps my clients provide real-time feedback mechanisms to their managers and agents. It also allows management identify specific opportunities that need to be addressed in their call processes. **Official Response from Robyn McGinn:** > Hi Roy, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help you and your business successful, and hearing that we have helped you identify areas both strong and weak is fantastic. ### 11. Excellent System **Rating:** 5.0/5.0 stars **Reviewed by:** Charlie M. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about ScorebuddyCX?** Very helpful data in identifying causes trend/common opportunity that would help me to coach agents. **What do you dislike about ScorebuddyCX?** None. Everything is working fine and is very helpful. **What problems is ScorebuddyCX solving and how is that benefiting you?** Analyzing data and it helps trending behaviors that is beneficial for coaching opportunities. ### 12. Could use some more features **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about ScorebuddyCX?** It terms of scoring it's farelly easy to use. **What do you dislike about ScorebuddyCX?** A two features that I would love to have on hand: 1. A way to select which person you are rating when dealing with a conversation/chat handled by multiple agents. 2. A more intuative UI for analitics - at this point the lifters and options are very confusing. **What problems is ScorebuddyCX solving and how is that benefiting you?** It's an easy way to set a right workflow, standards and point out mistakes to individual agents. ### 13. user **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about ScorebuddyCX?** the ease of use and frequency of use regularly **What do you dislike about ScorebuddyCX?** reporting not user friendly. lot s of manual work **What problems is ScorebuddyCX solving and how is that benefiting you?** copliance and call quality ### 14. A fantastic tool to keep track on quality on team and individual levels. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** - Ease of use: the interface is really easy to use and simple to get the hang of. - Detail: the level of detail available in Scorebuddy is great, it allows me to put as much or as little detail as I'd like about each score. **What do you dislike about ScorebuddyCX?** - Reporting can sometimes be really intuitive, but it's also a bit faffy to set up and maintain. - The filters available aren't always great, it'd be good to have set options for 'X number of months ago' instead of faffing with dates. **What problems is ScorebuddyCX solving and how is that benefiting you?** With a team of 14 individuals, it can be hard to keep track of their individual scores - Scorebuddy makes this really easy, with all data accessible easily from one place. ### 15. I find the ease of use very good **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** Its easy to use and customer friendly a good tool to have **What do you dislike about ScorebuddyCX?** I believe we are missing the option to report on causes for scores that failed only eg it would be great to be able to pull a report for causes for only scores that fail **What problems is ScorebuddyCX solving and how is that benefiting you?** It helps to give feedback on contacts from clients that were badly handled and also to give praise via kudos for things that went well ### 16. I have utilized Scorebuddy both as an employee receiving evaluation and as a supervisor. **Rating:** 3.0/5.0 stars **Reviewed by:** Markus L. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about ScorebuddyCX?** The UI is intuitive and easy to navigate. The tracking on the home page really gives a sense of progress and lets you know where you stand among the team. **What do you dislike about ScorebuddyCX?** Not sure if it's an internal issue or with Scorebuddy itself but, often time scores fall off the dashboard and do not reappear when using the filter for time. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy assist us in reviewing calls and emails made by our advisors and providing them with scores and feedback. ### 17. I love using score buddy easy, and reliable. **Rating:** 5.0/5.0 stars **Reviewed by:** keron w. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2023 **What do you like best about ScorebuddyCX?** It makes my work so much easier. I can open the scorecard to grade my agent. All the information is there. You can select the correct information depending on what area of the scorecard. **What do you dislike about ScorebuddyCX?** I am not impressed with having to scroll to the bottom to write my comment. I wish there were an icon to click on that would take you to the bottom, just as you click for it to take you to the top without scrolling. **What problems is ScorebuddyCX solving and how is that benefiting you?** The score buddy solves many issues; for instance, for the agents, when getting a score, they see comments and can work on their score to improve their performance. As a quality analyst, I feel proud that I am doing well. **Official Response from Robyn McGinn:** > Hi Keron, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help you and your business successful, and hearing that we have helped you identify areas both strong and weak is fantastic. Regarding your feedback about getting an icon to scroll to the bottom of the page, we will pass this on to our product team so they can take it into consideration for future enhancements. ### 18. This helps us a lot to check on agents **Rating:** 5.0/5.0 stars **Reviewed by:** Rhythm W. | Trainer , Airlines/Aviation, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2023 **What do you like best about ScorebuddyCX?** The interface is too easy to use for us. **What do you dislike about ScorebuddyCX?** I found it good to use yet not found anyting to dislike **What problems is ScorebuddyCX solving and how is that benefiting you?** It is giving me complete information on how the agent is performing. this way I can help them where I find mistakes done by agents ### 19. Scorebuddy - Tasks **Rating:** 1.5/5.0 stars **Reviewed by:** Toni S. | Quality Assurance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2022 **What do you like best about ScorebuddyCX?** Scorebuddy is easy to use, looks customer friendly. The site is not overloaded with information to confuse the user, which is good. **What do you dislike about ScorebuddyCX?** In Scorebuddy I don't really like how they created the Tasks and Goals. You should go and find specific employee, then click on his name so you can open the tasks. I personally think that this way it takes a lot of time and when everybody start to complete their tasks, you can't really track who's done with them and who not. "1.2 report" is a bit confusing and the information is incorrect, so you have to calculate it manually for all the agents by using the AVERAGE formula or use the "1.5 report" which is by individual. However, it takes a bit more time to download report for each agent.  Additionally it would be much better if the agents can track somehow the unaccepted/accepted tickets. Sometimes when your internet connection is lost, your draft doesn't work and all your notes disappear As a last but not a least I can add is regarding the filter. Always when you change something in the filter, you have to start from the beginning and input absolutely everything. And the formatting in the Appraisals is not the best one. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy is helping a lot in order to improve the quality and the overall performance of the employees. Shows them simplified information and makes it easy to understand. **Official Response from Robyn McGinn:** > Hi Toni, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier. Regarding your feedback above, we will pass this on to our product team so they can take it into consideration for future enhancements. ### 20. Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Aman M. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2023 **What do you like best about ScorebuddyCX?** We can get indept analaysisc for Agents and their markdown , Its easir to colate this data and share feedback of major markdowns on a organizational level. **What do you dislike about ScorebuddyCX?** Majorly Scorebuddy is not functional after 12:00 am midnight for 2-3 hours , which impacts our work. **What problems is ScorebuddyCX solving and how is that benefiting you?** It helps us to check major Quality error and analysi the issue , how the agent are handling calls and chats. This also helps us know the Quality ,how our passengers are feeling. ### 21. Easier and Organised QA **Rating:** 5.0/5.0 stars **Reviewed by:** Asma T. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about ScorebuddyCX?** I like how easier it is to review the QA for the team once you have everything set up in scorebuddy, all the QA will be stored in one for evaluator and for the team. **What do you dislike about ScorebuddyCX?** When I was setting up the scorecards, I found there were too many things to add which is not relevant to my team's QA, like events. I also during the course I felt the same. **What problems is ScorebuddyCX solving and how is that benefiting you?** I used to do QA on an Excel sheet and used to share those sheets with my team every month; now, with Scorebuddy, I don't have to open different tools and platforms for evaluating; all tickets and scores and the agents are in one forum, which is more professional. **Official Response from Robyn McGinn:** > Hi Asma, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier. Regarding your feedback about 'Irrelevant Scorecard features and irrelevant courses features', we will pass this on to our product team so they can take it into consideration for future enhancements. ### 22. Easy to use UI, organized and efficient. **Rating:** 5.0/5.0 stars **Reviewed by:** Alexis Z. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2023 **What do you like best about ScorebuddyCX?** The ability to review and create report within seconds, this function has improved the required productivity on my QA scores. The ability to create personalized and detailed reports is incredibly efficient. **What do you dislike about ScorebuddyCX?** I think most of the functions are excellent, with some minor bugs and errors occasionally happening within the report section. This does not affect the scorecard since the information saves, but it might be worth looking into it. These errors are minor crashes fixed with a refresh on the website. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy is helping with efficiency on the QA department with easy-to-use, organized and fast-paced scorecards. The ability to generate quality reviews for the agents effortlessly is impressive and has saved us a lot of time. **Official Response from Robyn McGinn:** > Hi Alexis, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier. Regarding your feedback about 'minor bugs and errors', we will pass this on to our product team so they can take it into consideration for future enhancements. ### 23. Good **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** the dashboard presentation is very easy to follow. Also the email reminder to complete the review is very helpfull. **What do you dislike about ScorebuddyCX?** There is no inbuilt RCA format on this platform and this needs to be done from outside and record keeping is becoming tedious. **What problems is ScorebuddyCX solving and how is that benefiting you?** It is helping with the QA checks to built the scorecards as well as maintain the quality data for the team. ### 24. Really great tool for performance management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Enterprise (> 1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** Easy for our company to amend questions Option to go back and add comments following discussion with collegues Good ability to generate reports to clearly see individuals progress **What do you dislike about ScorebuddyCX?** Because of the nature of the quesitions it can be difficult to list every possible outcome for a scenario with more nuance, meaning that some of the multiple choice answers have to be broad with the expectation the marker has the specialist knowlege **What problems is ScorebuddyCX solving and how is that benefiting you?** It is easy to identify my team members that are not hitting KPIs and are underperforming, and it then allows me to easily manage their progress and track this using the reporting functions, whilst recording any conversations we have about the scores. ### 25. Vey effective, easy to use and to understand. **Rating:** 5.0/5.0 stars **Reviewed by:** Cameron D. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** Its userbility and simplicity. It's extremely useful for maintaining compliance in a comany. **What do you dislike about ScorebuddyCX?** Sometimes Scorebuddy can be slightly tempremental. **What problems is ScorebuddyCX solving and how is that benefiting you?** It is helping us improve overall call quality. ### 26. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** Straight forward to use. Quick and hassle free **What do you dislike about ScorebuddyCX?** There can be downtimes and while these are resolved quickly, they are an inconvenience. **What problems is ScorebuddyCX solving and how is that benefiting you?** Agents have quick access to their scores which allows instant feedback and learning. Quick to score and save contacts and handy to be able to come back to a contact to continue later. ### 27. Using Score Buddy Process Adherence and QA Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** HARISH Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about ScorebuddyCX?** The screens are user firednly and API integration is straight forward and documentation is avaialble to integrate data in scorebuddy easily. Creating an agent for data integration is also very easy and straight forward with option to provide access with necessary rights and screens. **What do you dislike about ScorebuddyCX?** Ability to deliver the reports directly to a mail or any other system to deliver the reports in a automated way. Resuage of the reports can be explained better to ensure users are using all the functionalities available. **What problems is ScorebuddyCX solving and how is that benefiting you?** Rather creating the Quality assruanc ein excel and consolidating the data across multiple QA's it one place where the rules are set and easy to make the process end to end. **Official Response from Robyn McGinn:** > Hi Harish, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier. Regarding your feedback about 'being able to deliver reports directly to a mail or other system', we will pass this on to our product team so they can take it into consideration for future enhancements. ### 28. QA Tracking Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2023 **What do you like best about ScorebuddyCX?** I like how the sections were compartamenalized to better understand the scoring. **What do you dislike about ScorebuddyCX?** I found most of it to be helpful. I would have liked to have known who the score was on without having to log in to find out. **What problems is ScorebuddyCX solving and how is that benefiting you?** It was helping us identify areas of opportunity within QA ### 29. Benefit Score buddy **Rating:** 4.0/5.0 stars **Reviewed by:** Muhammad H. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2023 **What do you like best about ScorebuddyCX?** Detail feedback is very helpful to understand **What do you dislike about ScorebuddyCX?** There is no particular issue or feather. **What problems is ScorebuddyCX solving and how is that benefiting you?** Improving customers satisfaction ### 30. Score Buddy - A Useful QA Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Gregory G. | Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about ScorebuddyCX?** The most helpful feature for my purposes was the data reporting features **What do you dislike about ScorebuddyCX?** I didn't like how long filter searches could take, and how restrictive some of the results were (without producing the desired results either) **What problems is ScorebuddyCX solving and how is that benefiting you?** Score Buddy is solving the problem of tracking business trends with our employees. This helps us to tailor fit our advice and monitoring processes **Official Response from Robyn McGinn:** > Hi Gregory, thank you for taking the time to share your thoughts on Scorebuddy. Regarding your feedback about the time filtering took and restrictive results, we will pass this on to our product team so they can take it into consideration for future enhancements. ### 31. It is sorted so I can recommend someone **Rating:** 4.0/5.0 stars **Reviewed by:** Shwetambari P. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** It gives notification for every action taken on and also we can clearly see charts and graph for team performance. **What do you dislike about ScorebuddyCX?** If we want to dispute or review somthing then we have to hunt for options as we could have more user friendly. **What problems is ScorebuddyCX solving and how is that benefiting you?** It is sorted and we dont have to send email for every quality dispute or feedback. Here we can see in one frame and also monitor everything. ### 32. A great resource for peer review! **Rating:** 5.0/5.0 stars **Reviewed by:** Nate M. | Enterprise (> 1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** I love the ability to customize and change the review process at any time. This is especially nice when our team provides feedback to our grading rubric! **What do you dislike about ScorebuddyCX?** I wish the interface could be designed to match our company look and feel, but this is really nitpicking! **What problems is ScorebuddyCX solving and how is that benefiting you?** This helps us peer review and discover the ways all of the team members could improve their day to day case taking. ### 33. Scorebuddy has made my life so much easier **Rating:** 5.0/5.0 stars **Reviewed by:** Shani B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about ScorebuddyCX?** I love the easy to use features. It allows me to focus on the aspects of QA that matter most to me. I also love the the vast amount of analytics and reports Scorebuddy offers. **What do you dislike about ScorebuddyCX?** It doesnt update very often, I feel like because of that it crashes from time to time which may be a little frustrating. Their support is very responsive and helpful, though! **What problems is ScorebuddyCX solving and how is that benefiting you?** Closing the gap of keeping my agents in the know. The reports and scorecards are straightforward to use and read, making it so much easier to take the time to train and coach on the areas of opportunities. **Official Response from Robyn McGinn:** > Hi Shani, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help you and your business successful, and hearing that we have helped you identify areas of opportunities is fantastic. ### 34. Simple and concise **Rating:** 5.0/5.0 stars **Reviewed by:** Mario C. | Coach, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about ScorebuddyCX?** You can see the scores for your agents in a clear way and it also allows them to comment their own thoughts **What do you dislike about ScorebuddyCX?** There is no dislike at the moment, it has been working just fine **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps me to see the audits done on my agents and allows me to provide a faster feedback session to them and review together the specific markdowns they need to work on **Official Response from Robyn McGinn:** > Hi Mario, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help make your day to day easier as well as helping your business meet its goals so we are delighted to hear that it is doing this for you. ### 35. Need more user frinedly **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** I can listen to the call while going through the evaluation. **What do you dislike about ScorebuddyCX?** I can not communicate with the Auditor when disputing the call. I do not have any option to add my remarks. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps us to know the Quality score for my team as well as it helps me to consolidate the data for al the location. ### 36. Deeper than the surface **Rating:** 4.5/5.0 stars **Reviewed by:** Barbara C. | Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about ScorebuddyCX?** At first I wasn't sure if the tools available in Scorebuddy were exactly useful to my team as the tool was initially purchased to be used by another department. Recently, We had a call with the Scorebuddy team and, WOW! The tool is so much more than what I expected. I can truly see inside cases and the AI tool is very interesting and effective. I'm loving it and we are incorporating this work into our daily tasks more and more. **What do you dislike about ScorebuddyCX?** Presently, we can only check cases in a few limited languaged among ou team members. A translation tool would be very helpful to add efficiency to teams that lack some languages. **What problems is ScorebuddyCX solving and how is that benefiting you?** We have to gather insights from customers' conversations and being able to filter effectively so we can hit the nail on the head is essential. Now, instead of manually checking multiple cases in order to find the few that suit our search, we can directly review what we need. Fast and efficient! **Official Response from Robyn McGinn:** > Hi Barbara, thank you for taking the time to share your thoughts on Scorebuddy. Regarding your feedback about a translation tool, we will pass this on to our product team so they can take it into consideration for future enhancements. ### 37. Very simple, but effective to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** The upside of using Scorebuddy is that is gives insight to the employee about how to better their approach when assisting customers over the phone. It also helps with trainings as well. **What do you dislike about ScorebuddyCX?** The downsides and least likely to be used in Scorebuddy how you locate the calls you just scored. When you come out of a call, sometimes its very difficult to locate the last call you graded. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy is allowing us to utilize effective feedback to the agents. This is done when we are doing reviews, repremands, helping the agent to understand where the calls can become better, and also positive feedback. ### 38. Perfect tool for quality assurance! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2024 **What do you like best about ScorebuddyCX?** We can have different clients on different campaigns and keep all the scores separate. **What do you dislike about ScorebuddyCX?** There isn't really anything that I dislike about scorebuddy. **What problems is ScorebuddyCX solving and how is that benefiting you?** All of our QA scores are centralized and streamlined and separated by client, agent, etc. ### 39. I like the scorecard metrics and the score log part **Rating:** 5.0/5.0 stars **Reviewed by:** Gourab M. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about ScorebuddyCX?** I like the Meta Data analytics part, which clearly indicates the agent's talk, customer's talk or over talk and the overall silence maintained on the call. Also, the conversation part is interesting which encaptures both the sound and also gives the transcripts at the same time. **What do you dislike about ScorebuddyCX?** At times it is unwantedly slow and wish if we could get some sentiment scores of the calls and chats. **What problems is ScorebuddyCX solving and how is that benefiting you?** No doubt score buddy helps a lot during the scrubbing and evaluation, and also the scorecard metrics is a brilliant feature where proper segregation is done based on communication skills and process knowledge. **Official Response from Robyn McGinn:** > Hi Gourab, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier. ### 40. Accountability **Rating:** 5.0/5.0 stars **Reviewed by:** Mackenzie P. | Team Lead Disability Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** I like the scoring - its easy to use, supports customer support, and has a large number of features available for scoring. **What do you dislike about ScorebuddyCX?** Nothing I can think of at this time. It's a great service! **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy is holding my AFC's accountable with how they conduct themselves on the phone as a premier customer service representative. ### 41. Great Resource **Rating:** 3.5/5.0 stars **Reviewed by:** Mandy C. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2023 **What do you like best about ScorebuddyCX?** I like the ability to edit and reuse a score card for another QA setup if it's similar enought to not need many overall changes instead of having to reinvent the wheel each time. **What do you dislike about ScorebuddyCX?** I wish it was easier to view my overall dashboard for the items I created instead of having to go to a different area than the main login screen. It would be so much more user-friendly. **What problems is ScorebuddyCX solving and how is that benefiting you?** This product/software allows us to create a better and simpler environment to provide QA to our users and it makes tracking results faster and more convenient for our teams. ### 42. It's easier to see coaching logs. **Rating:** 5.0/5.0 stars **Reviewed by:** Leomar P. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2023 **What do you like best about ScorebuddyCX?** The Dashboard interface is very helpful in viewing monthly, quarterly, and yearly scores. **What do you dislike about ScorebuddyCX?** The inbox page is not updated in realtime. **What problems is ScorebuddyCX solving and how is that benefiting you?** We use the score buddy in grading chat and emails responses to customers. Scorebuddy helps us identify and resolve customer service handling. ### 43. What I really like with score buddy **Rating:** 5.0/5.0 stars **Reviewed by:** Rochelle (RochelleT) T. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2023 **What do you like best about ScorebuddyCX?** What I like best is it provides all the informations whenever I was being scored in full details. **What do you dislike about ScorebuddyCX?** I can't find any downside since as I've mention that it provides all the informations whenever I am being scored **What problems is ScorebuddyCX solving and how is that benefiting you?** It resolves the quality of my call and it benefits me on what I need to do to have a quality good call. ### 44. A best tool to perform QA on the agent tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Arun N. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about ScorebuddyCX?** The UI is super friendly and gives easy access to perform a QA review of the agent tickets, plus the lookback time is beneficial to filter out the required time frames. **What do you dislike about ScorebuddyCX?** I do not see any features that require any improvements as of now. Keep up the good work and may you continue to add new features that will help us review and analyze the scores. **What problems is ScorebuddyCX solving and how is that benefiting you?** QA reviews are one of our important KPI's and having Scorebuddy as a tool to perform QA has its benefits. All the historic data can be viewed whenever required, can view data for a particular agent and analyze the areas of improvement for the agent. It also keeps a track of my own reviews that I have done and that is really helpful to understand the frequency of reviewing the agent tickets. **Official Response from Robyn McGinn:** > Hi Arun, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help you and your business successful, and hearing that we have helped you identify areas both strong and weak is fantastic. ### 45. Good system to keep track of your team and do reviews. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2023 **What do you like best about ScorebuddyCX?** Quick navigation once you learn where all the options and menus are. **What do you dislike about ScorebuddyCX?** Filtering system could be better: if you modify one option you need to set up the whole filter again. Took some time to understand where everything is. Reports that I download do not work. **What problems is ScorebuddyCX solving and how is that benefiting you?** Easy to track my team performance. ### 46. The best QA tool I have ever worked with! **Rating:** 5.0/5.0 stars **Reviewed by:** Donn E. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2023 **What do you like best about ScorebuddyCX?** The ability to immediately send the feedback to my team after their scores are entered so they can review the notes and adjust their customer interactions right away is a huge win! **What do you dislike about ScorebuddyCX?** I cannot think of a single thing I would change about Scorebuddy. In the four years I have worked with it, my experience has been excellent, and I recommend it to anyone. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps my team take customer service to the next level. We can focus on the points of customer interaction that we feel are most important, score those, and provide valuable feedback all in one place. **Official Response from Robyn McGinn:** > Hi Donn, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help you and your business successful, and hearing that we have helped you identify areas both strong and weak is fantastic. ### 47. Easy Navigation and Self-explnatory **Rating:** 5.0/5.0 stars **Reviewed by:** Joel (JoelL) L. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2023 **What do you like best about ScorebuddyCX?** I like the interface and the graphical view of the scores. I also like the side menus, which easily shows you your score and status. There is menu about Score Buddy Academy which I think will be a big help to the user. Also I like the message notification, showing you that you have new messages. **What do you dislike about ScorebuddyCX?** None that I can think of. So far, Score Buddy is excellent, easy to navigate and self-explanatory. You can easily see if you are logged in because your profile picture appears at the top right of the page. **What problems is ScorebuddyCX solving and how is that benefiting you?** The quality of deliveries **Official Response from Robyn McGinn:** > Hi Joel, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier. ### 48. Once it is set up it is easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** Youcan set up ticket lists and scorecards just the way you need them and can score tickets in an overview with the ticket text, the scorecard and all the labels from the ticket. **What do you dislike about ScorebuddyCX?** Setting up the scorecards and lists can sometimes be difficult to find out what works how and to evaluate all scores you need to know how because there are so many options. I do not really understand how the dashboard works. **What problems is ScorebuddyCX solving and how is that benefiting you?** Finding improvements in working on the support tickets and evaluating bad ratings, reopenings or multi touch tickets to reduce them and have better customer support. ### 49. Effective training tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about ScorebuddyCX?** I like that Scorebuddy allows you to see the trendlines, which help surface higher-level themes that may be missed if you only look at individual calls. I also like that there is a feature that allows you to contest if you feel something has been graded in error. **What do you dislike about ScorebuddyCX?** To be honest I think that some of the UX isn't as intuitive or clean as it could / should be. I'm sure there are many features I am not fully leveraging, because I'm unaware of them and digging around isn't as clean as it could be. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps us to ensure that our agents are following regulatory and legal requirements, adhering to the scripts that we have in our phone system, and it also gives us insights not just into the agent but also the students as well. **Official Response from Robyn McGinn:** > Hi, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help make your day to day easier as well as helping your business meet its goals so we are delighted to hear that it is doing this for you. In relation to 'the UX isn't as intuitive or clean as it could / should be' and 'digging around isn't as clean as it could be', if you contact your Customer Success Executive, they will be able to provide you with assistance and guide you and we will pass the other feedback on to our product team so they can take it into consideration for future enhancements. ### 50. Scorebuddy review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about ScorebuddyCX?** Good softwar for monitoring score reports but I think the filtering needs some improvements **What do you dislike about ScorebuddyCX?** Filtering, the filtering does not alow multi filtering so you can only filter by one colum at a time. **What problems is ScorebuddyCX solving and how is that benefiting you?** Monitoring performance of staff on calls and seeing weak areas that need improvement for staff ## 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?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-07-30+14%3A00%3A43+-0500&secure%5Bsession_id%5D=00ed3131-64c9-4dee-a486-1b6ec5d9f2da&secure%5Btoken%5D=53a1e12fadff2d405ce6ea3b03866406561d09af54a3d3987e65eb00d594dc4d&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) ## ScorebuddyCX Features **Quality Assurance** - Evaluation - Calibration - Reports **Engagement** - Feedback - Dashboards - Training **Performance** - Integrations - Compliance **Generative AI** - AI Text Summarization ## 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) - 4.7/5.0 (311 reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) - 4.5/5.0 (308 reviews)