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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Dave C.

Mid-Market (51-1000 emp.)

5/20/2024

"Quick access to data but can be limited in analytics side"

3.5/5

What do you like best about Scorebuddy?

I like that ScoreBuddy is easily integrated with most telephony services in the market. Its fast and very easy to use. I picked it up and in a day, was rolling out reports. I almost did not need to use the knowledgebase, and often only needed a quick search for a nuanced problem. We often use it to compile lots of data, the URL parameters even help tweak some reports to our liking. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Out of the box, analytics on ScoreBuddy can be limiting. If you're looking for a robust way to report on QA stats, you'll have to do this outside of the tool. I wish there was some way to build your own reports and not just edit templates. Review collected by and hosted on G2.com.

Nino Q.

customer service

Mid-Market (51-1000 emp.)

2/20/2024

"User friendly and instructions are very easy to follow."

5/5

What do you like best about Scorebuddy?

The scorebuddy helps us record the scores of our team mates. It allow us to run and pull out reports easily and quickly. It is very easy to use. The scorebuddy help us track the improvement of our team mates. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The idle time. Sometimes when I'm doing other task, when I get back to it I need to relog in again. Review collected by and hosted on G2.com.

Ryan M.

Customer Service Advisor

Mid-Market (51-1000 emp.)

8/4/2023

"User friendly way to collate and extrapolate data for quality scoring and feedback."

4.5/5

What do you like best about Scorebuddy?

The ability to focus on different types of data such as overall trends, points of failure and easily share them. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Every so often the cache gets too large and will prevent log in. Review collected by and hosted on G2.com.

Tony S.

Program Manager

Mid-Market (51-1000 emp.)

11/8/2023

"AMAZING Product for your team!"

5/5

What do you like best about Scorebuddy?

I love that my agents can interact and see scores on calls etc. Really a great product that helps us all with our QA needs Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I don't have anything negative to say about Scorebuddy. Review collected by and hosted on G2.com.

Dennis E.

Mid-Market (51-1000 emp.)

8/2/2023

"Scorebuddy and Ken have been wonderful to work with, they truly care about our goals and success"

5/5

What do you like best about Scorebuddy?

I honestly feel the application is very user friendly. The setup is simple and we have support from Ken if we have any questions and regular touchpoint calls to ensure we are on the right path. From the start the Scorebuddy team has been engaged and treated our requests with a sense of urgency. The attention to detail has also made all the difference in ensuring we setup our scorecards and parameters correctly. We recently also added the coaching module which uses the Grow coaching methodology. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Some of the reporting could be improved, I need a monthly report showing each concierge and their total quality score for the month. Review collected by and hosted on G2.com.

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

Scorebuddy is solving the ability to see trends across multiple locations, multiple clients and verticals. Our QA process was very manual prior to implementing Scorebuddy. Their reporting and tools give us immediate actionable feedback to improve our performance, coaching delivery to our agents. Review collected by and hosted on G2.com.

Verified User in Gambling & Casinos

Enterprise (> 1000 emp.)

8/20/2024

"Complete overview of performance"

4.5/5

What do you like best about Scorebuddy?

Scorebuddy helps with multiple reports to assess performance. It also helps in understanding who are checking the reviews with details monthly performance.

It makes the job easy and helps understand various aspect of the performance.

It helps us deliver better customer support experience to players everyday. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There should be easy way to figure out which are the pending reviews which someone did not view to make their job easier. Review collected by and hosted on G2.com.

Claire C.

Customer Due Diligence

Enterprise (> 1000 emp.)

11/8/2023

"Insightful"

5/5

What do you like best about Scorebuddy?

Recently changed roll & no longer do the QA but receive it and I think the agent dashboard is really good. It shows great insight on the scores and where you're at. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing - it's really easy to use and super effective Review collected by and hosted on G2.com.

Verified User in Pharmaceuticals

Mid-Market (51-1000 emp.)

8/19/2024

"This platform has created easier analyzation of my agents work"

3.5/5

What do you like best about Scorebuddy?

What I like best about Scorebuddy is its ability to streamline report analysis and data collection. It offers detailed insights that make it easier to assess performance and identify trends effectively. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

While I appreciate the coaching features in Scorebuddy, there are some challenges with coaching time-outs and occasional issues with users not being able to access information when needed. These disruptions can affect the overall efficiency of the coaching process. Review collected by and hosted on G2.com.

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

corebuddy is helping to solve the challenge of consistent performance monitoring and quality assessment. By centralizing data and automating evaluations, it makes it easier to track agent performance, identify areas for improvement, and implement targeted coaching. This has improved our overall quality management and streamlined our reporting processes, ultimately leading to better customer interactions and more effective team management. Review collected by and hosted on G2.com.

Bill W.

Sales Trainer

Mid-Market (51-1000 emp.)

11/18/2024

"Scorebuddy a Good Partner"

4.5/5

What do you like best about Scorebuddy?

The ability to design something for what I need in my department. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Petty but can we change the time and date to American date and regular not military time. Review collected by and hosted on G2.com.

Venkata Ram Reddy M.

Operations Team Lead

Mid-Market (51-1000 emp.)

5/16/2024

"The best reviewing tool that I have came across."

5/5

What do you like best about Scorebuddy?

The most I like about the Score Buddy is the ease with which I can operate it, the features that it gives, and the filtering I can do. I can start from where I left and it increases the frequency of use.The implementation is so easy that it makes my life simple. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The logging out part if I left it for idle for time and I have to login again. Review collected by and hosted on G2.com.