--- title: ScorebuddyCX Reviews meta_title: 'ScorebuddyCX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 835 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: 835 scale: '5' date_modified: '2026-08-13' 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:** 835 ## 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. It is a user friendly tool **Rating:** 4.5/5.0 stars **Reviewed by:** Joven C. | Executive service associate, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about ScorebuddyCX?** It's easy to use and it provides accurate details. **What do you dislike about ScorebuddyCX?** It must show the current month's average performance when going to the homepage **What problems is ScorebuddyCX solving and how is that benefiting you?** It identifies what needs to be worked on after receiving the QA score. ### 2. SURVEY **Rating:** 4.5/5.0 stars **Reviewed by:** Mary Joice D. | Executive Servicess II, Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2025 **What do you like best about ScorebuddyCX?** We are able to see are scores accurately for each of our QA **What do you dislike about ScorebuddyCX?** There is no room for improvement since it gives accurate infromation **What problems is ScorebuddyCX solving and how is that benefiting you?** Making aware of my QA scores and how to improved ### 3. You can add comments on each part **Rating:** 5.0/5.0 stars **Reviewed by:** Jon Axl Sebastian C. | Executive Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about ScorebuddyCX?** You can add comments on each part to help agents **What do you dislike about ScorebuddyCX?** Some scores are fix and cant be seen or updated **What problems is ScorebuddyCX solving and how is that benefiting you?** Helps to see agents opportunities to improve ### 4. Easy to access & user friendly. **Rating:** 5.0/5.0 stars **Reviewed by:** CAMILLE D. | Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about ScorebuddyCX?** It is easy to access & easy to navigate. **What do you dislike about ScorebuddyCX?** Sometimes notifications are not on the inbox. **What problems is ScorebuddyCX solving and how is that benefiting you?** Helping us to get the scores for every calls. ### 5. Scorebuddy is MY buddy! **Rating:** 5.0/5.0 stars **Reviewed by:** Cade V. | T, Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2024 **What do you like best about ScorebuddyCX?** 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! **What do you dislike about ScorebuddyCX?** Im yet to come across a feature that does not impress! **What problems is ScorebuddyCX solving and how is that benefiting you?** Apart from highlighting product knowledge misses, the way the rubrics and parameters are set up, ties in with our companies unique customer approaches - promoting normal VS formal. ### 6. Reliable and easy, straight forward to use for both evaluator and advisor **Rating:** 4.0/5.0 stars **Reviewed by:** Georgina P. | Assistant Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** It can be slow to react and slow to load making marking advisors frustrating. **What problems is ScorebuddyCX solving and how is that benefiting you?** Helps us mark and review the contacts our advisors have with customers. Gives us an easy way to provide feedback to the advisors to improve the customer service experience. ### 7. Good at what is needed **Rating:** 4.5/5.0 stars **Reviewed by:** Jon-Paul M. | Senior Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy allows us to set a uniform and consistent method of relaying call quality audits to our agents and an easy to use interface for managers to review those audits. ### 8. Great Call Feedback System **Rating:** 5.0/5.0 stars **Reviewed by:** Dominic S. | General Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about ScorebuddyCX?** 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 **What do you dislike about ScorebuddyCX?** Nothing massively that I dislike - however some team members need removing and not sure how that is done. **What problems is ScorebuddyCX solving and how is that benefiting you?** Helps me see exactly what areas needs to be worked on and with which agent. ### 9. Easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Nat R. | Customer Support Team Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2023 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** Nothing. This tool really meets all my needs. **What problems is ScorebuddyCX 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. ### 10. Very helpful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Swathi R. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** Nothing for now as all the features are working absolutely fine and accurately. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy is helping me add feedback for the employees as required. It helps me check the scores of my reportees and also others, for whatever dates I need precisely. ### 11. Easy to use, easy to track and really efficient at looking at Call Quality trends **Rating:** 5.0/5.0 stars **Reviewed by:** Sean M. | Customer Service Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** I think moving people to under different leaders and adding them on can take longer than needed. This is a very small issue though **What problems is ScorebuddyCX solving and how is that benefiting you?** When my Team are Reviewed on ScoreBuddy for the inbound calls, this allows myself to have structured feedback and training prepared to support those who quality dropped and need additional support. ### 12. Great way of monitoring performance **Rating:** 4.0/5.0 stars **Reviewed by:** Priyanka S. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX solving and how is that benefiting you?** An easy-to-use interface and assistance in tracking individual and team performance metrics. It is very helpful for monthly and annual reviews, and extracting data is a simple task as well. ### 13. Excellent for performance tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Jason A. | Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX solving and how is that benefiting you?** Performance tracking on key metrics - this helps with comparitive analysis of individual and team performances, which areas need improving, which areas they are excelling in. ### 14. Simple, precise and holistic **Rating:** 5.0/5.0 stars **Reviewed by:** Vineeth G. | Operations Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX solving and how is that benefiting you?** Help identify where my team lacks in terms of process gaps, helps in assessing the APRs. More importantly helps the agents to rectify their fincorrect outcomes, learn from them and execute. ### 15. Quick access to data but can be limited in analytics side **Rating:** 3.5/5.0 stars **Reviewed by:** Dave C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX solving and how is that benefiting you?** For our purposes, quality metrics reporting, we benefit from being able to export data from ScoreBuddy and creating our reports outside of the tool. ### 16. User friendly way to collate and extrapolate data for quality scoring and feedback. **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan M. | Customer Service Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** The ability to focus on different types of data such as overall trends, points of failure and easily share them. **What do you dislike about ScorebuddyCX?** Every so often the cache gets too large and will prevent log in. **What problems is ScorebuddyCX solving and how is that benefiting you?** Identifying and highlighting different agent call quality fail points and showing how those trends directly corrolate with customer satisfaction. ### 17. AMAZING Product for your team! **Rating:** 5.0/5.0 stars **Reviewed by:** Tony S. | Program Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** 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 **What do you dislike about ScorebuddyCX?** I don't have anything negative to say about Scorebuddy. **What problems is ScorebuddyCX solving and how is that benefiting you?** The ability to create scorecards, and allow us to be able to score calls and have agents see those etc. ### 18. Scorebuddy and Ken have been wonderful to work with, they truly care about our goals and success **Rating:** 5.0/5.0 stars **Reviewed by:** Dennis E. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2023 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** Some of the reporting could be improved, I need a monthly report showing each concierge and their total quality score for the month. **What problems is ScorebuddyCX 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. ### 19. Complete overview of performance **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** There should be easy way to figure out which are the pending reviews which someone did not view to make their job easier. **What problems is ScorebuddyCX solving and how is that benefiting you?** It helps us deliver quality service to players by assisting us in guaging quality of agents. ### 20. Insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Claire C. | Customer Due Diligence, Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** Nothing - it's really easy to use and super effective **What problems is ScorebuddyCX solving and how is that benefiting you?** Really easy to review progress & scorecards ### 21. This platform has created easier analyzation of my agents work **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** 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. **What problems is ScorebuddyCX 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. ### 22. The best reviewing tool that I have came across. **Rating:** 5.0/5.0 stars **Reviewed by:** Venkata Ram Reddy M. | Operations Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about ScorebuddyCX?** 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. **What do you dislike about ScorebuddyCX?** The logging out part if I left it for idle for time and I have to login again. **What problems is ScorebuddyCX solving and how is that benefiting you?** It is solving my basic necessity of reviewing the quality and it is benefitting me in great way ### 23. Good product **Rating:** 4.5/5.0 stars **Reviewed by:** Heather B. | Supervisor, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** Being able to see the statistics all in one place is great. **What do you dislike about ScorebuddyCX?** The training videos are terrible! Especially the sound. At one point, there is a voice recording layered on top of another. Comes off as unprofessional. **What problems is ScorebuddyCX solving and how is that benefiting you?** It is streamlining our QA process ### 24. Easy and straight to point **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2025 **What do you like best about ScorebuddyCX?** Ease of use, and good user interface and experience. **What do you dislike about ScorebuddyCX?** lack some new advanced features mainly in AI. **What problems is ScorebuddyCX solving and how is that benefiting you?** Quality issues and corrective actions. ### 25. Eye catching view but difficult to pull out data in one shot **Rating:** 3.0/5.0 stars **Reviewed by:** Hang H. | Training Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about ScorebuddyCX?** The scorebuddy has an eye catching interface, easy to navigate to see the audits **What do you dislike about ScorebuddyCX?** The thing that I most dislike about the Scorebuddy are the data download features and report function. TO be able to download full data, need to download multiple time with different selections of specific column, merge data and then clean data. It would be good that scorebuddy is able to allow full data downloading including all selection that the auditor input in the evaluation form. Second is about visualized report, honestly we do not feel these reports are usefull, it is good if the report can reflect the actual view that the user wish to view **What problems is ScorebuddyCX solving and how is that benefiting you?** The scoreboddy is the platform that we use to submit the audit. It is part of our workflow ### 26. scorebuddy is an easy and reliable tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Mayla (MaylaG) G. | manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about ScorebuddyCX?** the best part of scorebuddy is where we as team managers can view the overall scvores of our agents. It's not complicated at all. **What do you dislike about ScorebuddyCX?** so far, theres nothing I dislike from scorebuddy specially with its new update. **What problems is ScorebuddyCX solving and how is that benefiting you?** it help us identify the agent's opportunities and gives us guide to how we can coach them in an effective yet professional level. Scorebuddy also helps us with callibration that made sure every one is allign with the process we follow for each and every campaign. ### 27. Streamlined Quality Tool and more **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2024 **What do you like best about ScorebuddyCX?** Scorecards are easy to update and customize as business and calltype needs change. **What do you dislike about ScorebuddyCX?** I would like an AI implementation. It would also be nice if there was a current timezone features for more accurate real time date/time cross reference. **What problems is ScorebuddyCX solving and how is that benefiting you?** Quality monitoring and reporting to direct how quality can work with training and operations to improve overall call handling. Weighted options to show the importance of each piece of a call are crucial. ### 28. We are able to get all information in one place **Rating:** 5.0/5.0 stars **Reviewed by:** Renu V. | Team leader, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** User friendly application, can get all the scores together **What do you dislike about ScorebuddyCX?** need to filter again and again, for date/month **What problems is ScorebuddyCX solving and how is that benefiting you?** Agents are getting all the scores, where they know where their quality is, detailed information and bifurcation ### 29. Very easy to use. Very informative and useful. **Rating:** 5.0/5.0 stars **Reviewed by:** Mayla G. | Team Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about ScorebuddyCX?** On our daily task the scorebuddy allows us to input the feedback to our agents. And also it's a great help when it come on monitoring the progress of my agents. **What do you dislike about ScorebuddyCX?** As of the moment, I don't see any reason to dislike scorebuddy. **What problems is ScorebuddyCX solving and how is that benefiting you?** Well it helps me a lot on monitoring the score of my agent and it's easy for me to identify on which field they need to work on so they can improve their scores. ### 30. Simple, easy to use Quality Monitoring tool - the best I've found on the market. **Rating:** 5.0/5.0 stars **Reviewed by:** Ben A. | Head of Supporter Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about ScorebuddyCX?** It's simplicity and ease of use. It's versatile and customisable to suit our needs. In fact, when we first started using Scorebuddy as a Quality Monitoring tool for tradtional call and email evaluations over 8 years ago, we quickly realised its features and integrations would enable us to use this for our compliance monitoring too. **What do you dislike about ScorebuddyCX?** Though it is versatile and customisable, there are some tweaks we're not able to make, particualry around rating outcomes where we typically have 4 ratings and set colours against those. **What problems is ScorebuddyCX solving and how is that benefiting you?** Provides the tool that enables us to Quality Monitor and evaluate conversations we have with our supporters, enabling us to continuously improve our Supporter and customer experience. ### 31. Highly recommend! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** The capability to continue using the same form for different agents! The reports are also great, and the fact that it saves drafts automatically, minimising the risk of losing the work you have done if there are disconnections issues. All the reports are easy and straightforward to read. **What do you dislike about ScorebuddyCX?** It logs you out after some time of inactivity, we should have the option to choose our own inactivity time. **What problems is ScorebuddyCX solving and how is that benefiting you?** I can work in a faster pace since the app provides us the chance to amend form in an efficient manner. The reports are easy to use and read, and we can communicate with team leaders and agents when scores are appealed. ### 32. Very user friendly. **Rating:** 5.0/5.0 stars **Reviewed by:** Mauricio C. | Ortho claims coordinator., Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ScorebuddyCX?** It can provide general and specific details of the information. **What do you dislike about ScorebuddyCX?** It logs me out very frequently after a couple of minutes without use. **What problems is ScorebuddyCX solving and how is that benefiting you?** We can detect trends in no time. ### 33. Scorebuddy Review **Rating:** 5.0/5.0 stars **Reviewed by:** James Andrew C. | Team Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2024 **What do you like best about ScorebuddyCX?** I am able to identify the opportunities of my agents and how they can avoid it and how to apply the information on their calls moving forward **What do you dislike about ScorebuddyCX?** There was a time that i cannot submit the score when all fields are filled out. i have to relogin multiple times to go through **What problems is ScorebuddyCX solving and how is that benefiting you?** Pinpoint all call opportunities and identify what are the markdowns committed by the agents for the past few months ### 34. Great Tool for reviewing agents calls **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole W. | Customer Care Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about ScorebuddyCX?** I like that you can customize your score card based on what metrics and talking points you need the agents to hit. The score cards are easy to use. I haven't had to use customer support because its self explainatory. We use the scorecards weekly. **What do you dislike about ScorebuddyCX?** I like all of the features in Scorebuddy. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps us to score our agents performace and communicate the scores to the agents with ease. ### 35. Would recommend using Scorebuddy, easy to use, very intuitive **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2024 **What do you like best about ScorebuddyCX?** All options laid out on the Dashboard which makes it very easy to navigate. Lots of features. Easy to identify trends. **What do you dislike about ScorebuddyCX?** Nothing really, I can't think of any negative aspects to Scorebuddy or anything that needs to be improved upon. **What problems is ScorebuddyCX solving and how is that benefiting you?** Storing all quality assurance scores in one place and being able to view them collectively rather than individually. ### 36. Efficient quality software by Scorebuddy that rovides us insight to drive improvements as CS Centre **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Customer Service Quality Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about ScorebuddyCX?** From the start it was easy to impliment as ist web based so no downloading of software. There are so many, agents having there own dashbaords to be able to monitor their own quality. Managing callobrations within Scorebuddy. The ease of use and communication with Scorebuddy has been exceptional. Using all the tools we have managed to measure more activities and provide insight in what works well and what are improvements are. **What do you dislike about ScorebuddyCX?** I only have one dislike which I know is being worked on. Its when team leaders move and visibility of advisors. **What problems is ScorebuddyCX solving and how is that benefiting you?** Before Scorbuddy and like small contact centres everything was conducted on a spreadsheets, as you know that presents its own errors. Compiling reports at the end of the month proved to be time consuming. We save a lot of time being able to create an interaction and reporting at the end of the month. With a number of scorecards whiah are easy to create means that we can measure almost anything. We have been able to gain insight into out work and customer interactions to drive improvements in agents, proceses and customer experience. Using the reporting has provided us with the evidence that there is a need for change and improvements within processes or customer behaviour. ### 37. Scorebuddy a Friendly scoring tool **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel V. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about ScorebuddyCX?** It is a go to tool that is easy to use for us to score every call not just to figure out but also to have the implementation of the best customer support by us providing all of the good frequency that is found in a call. ease of integration makes everything light and simple throug scorebuddy **What do you dislike about ScorebuddyCX?** on the other hand what I dislike about scorebuddy is that we are needing to breakdown the scores that we are needing to have, to narrow down on what is the over all score that would impact the way on how you handle a call. **What problems is ScorebuddyCX solving and how is that benefiting you?** The hassle of scubbing a call all through out, to gage on where the agent is not at its best with the call, it gives us the convenience to rate the call because the questions are there to determine on where did the agent got a low score to. and lastly the benifit to score a large number of agent because of scorebuddy, it helps us in tons of way from rating the call and with the coaching. ### 38. Scorebuddy is a very intuitive and easy to use tool **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah K. | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about ScorebuddyCX?** The tool makes it very easy to use it. There are no complicated settings that make it hard to differenciate. It can be set up easily for different purposes like the rating ff different teams and delivers great results. After entering all the data collected, the visual support of te results makes it easy to understand the outcome and to use it afterwards. The tool makes it easy to give feedback when using it to rate tickets processed in a ticket system. This is the purpose I mainly used it for within our company. I never had to contact the Scorebuddy support since it is a very reliable tool. **What do you dislike about ScorebuddyCX?** Sometimes the webpage would crash and entered values would not be saved in the cache. A proper link to external contants being embadded would be a nice fuction. This is the only think I missed when using it. It is possible that I just missed this function or didnt use it correct. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy enabled me to rate the work different users delivered within the used ticket system. This was not to rate their work but to find out whicha reas needed improvement within the team. ### 39. social media and content specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Hesham E. | Content specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about ScorebuddyCX?** Detailed and easy to use and the dashboard very useful **What do you dislike about ScorebuddyCX?** The reports takes not organised and takes too long to download **What problems is ScorebuddyCX solving and how is that benefiting you?** Easy to use and help the team to indicate the metrics ### 40. Using quality to drive process improvement and give advisor visability of their own quality. **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Quality Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about ScorebuddyCX?** Scorebuddy is an intuitive and easy-to-use online platform that can be accessed from anywhere, making it convenient for advisors to manage their work. With its personalized dashboard, advisors can easily keep track of their progress and performance. Additionally, Scorebuddy provides valuable insights and data that can help advisors make informed decisions and improve their overall performance. Whether you're a new advisor or an experienced professional, Scorebuddy is a powerful tool that can help you achieve your goals and succeed in your career. **What do you dislike about ScorebuddyCX?** There is only 1 thing, when changing team leaders you either lose visibility or have to amend all the evaluations which is very time consuming. However we have raised this and I know its something Scorebuddy are working on. **What problems is ScorebuddyCX solving and how is that benefiting you?** It provides us with the visiibility of our quality where we have in the past used MS Excel. It saves us time with easy to use reports. As well as measuring our quality we also have a number of forms that we use just to measure an activity. This provides evidence that an activity has been executed with evidence. It has provided actionable insight into how we are interacting with our customers and what direction we need to go in to improve the customer experience. ### 41. Simple and Easy! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about ScorebuddyCX?** I like that you can review all the data for all users on this one platform and I love that everything automatically saves in drafts when completing reports. **What do you dislike about ScorebuddyCX?** One minor thing that I am not fond of when it comes to Score Buddy, is the comment section at the bottom of the page. If there is an error noticed after you submit for scoring, there isn't a way to correct or edit unless you delete and re-type the details. **What problems is ScorebuddyCX solving and how is that benefiting you?** Its allowing us to have a streamlined tracking system where we can gauge and track the Agents performance. ### 42. Call review made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2024 **What do you like best about ScorebuddyCX?** I like that I am able to go through each individual point and score the person accordingly and also include my own comments along the way! **What do you dislike about ScorebuddyCX?** I wish the interface was more user friendly. **What problems is ScorebuddyCX solving and how is that benefiting you?** Score buddy allows me to break down each call and help my team with steps to correct their errors. ### 43. Great Product, User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Melody S. | Customer Care Supervisor , Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about ScorebuddyCX?** Ease of use and ability to pull data easily. **What do you dislike about ScorebuddyCX?** The downside is the admin/sup options. Unable to have sup notifications and be an admin. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy makes it easy to identify department trends with its reporting menu. The filters allow you to see whatever you want. We can see the improvement week over week with Scorebuddy. **Official Response from Robyn McGinn:** > Hi Melody, 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 'Being an admin and not having sup notifications', we will pass this on to our product team so they can take it into consideration for future enhancements. ### 44. Good Experience Overall **Rating:** 4.0/5.0 stars **Reviewed by:** Iesha D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2024 **What do you like best about ScorebuddyCX?** Its easy to ready my score. It points out exactly how many points I received from each scoring metric. As a trainer, I also enjoy the anatlyics feature. **What do you dislike about ScorebuddyCX?** It is difficult to find where to pull a blank score card from. It doesn't stand out. **What problems is ScorebuddyCX solving and how is that benefiting you?** From an agent standpoint, it shows me my scores for calls I take. It diagnosis where I need improvment just as well as the metrics I hit 100% on. From a trainers standpoint, it allows me to view my agents/learners scores and assess where they are at in the materials that I have taught them. ### 45. A great performance management tool for customer service teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ScorebuddyCX?** 1. It has a user friendly interface. The interface is easy to navigate by both managers and agents without any extensive training requirment. 2. It has customizable scorecards. 3.It provides real-time feedback. Feedback is immediately given to the agents to improve their performance. **What do you dislike about ScorebuddyCX?** 1. The scorecards occasionally take a long time to load. 2. It takes too long to generate reports after applying filters. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy has significantly improved our team's performance by providing valuable insights and enabling more effective coaching. It is a great performance management tool. ### 46. A very good tool to view quality and scoring **Rating:** 5.0/5.0 stars **Reviewed by:** Tammy S. | Team lead customer service, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2024 **What do you like best about ScorebuddyCX?** View and listen to your call to see how you were and how the call was rated/ **What do you dislike about ScorebuddyCX?** Nothing bad about it, Its a very good tool **What problems is ScorebuddyCX solving and how is that benefiting you?** What I need to improve on my calls and how to check to see if current mistakes are being made. ### 47. Trainer **Rating:** 5.0/5.0 stars **Reviewed by:** Nikka B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about ScorebuddyCX?** It is easy to use and notifies each user via email when there are updates. The admin can customize the scoring process for each call by checking and rating it according to the client's expectations and details. Additionally, it allows the administrator to designate a percentage for the total rating for every call quality category. **What do you dislike about ScorebuddyCX?** It's better if we could developed a tutorial video how each tabs works specially for new user. **What problems is ScorebuddyCX solving and how is that benefiting you?** Merely assigning points to each person in scorebuddy makes it easier to verify if they are all in consistency. Users receive a notification when they are being scored, as well as the ability to view the scoring data. If they have any questions, they can also contact the one who scored them tby using scorebuddy, which facilitates smooth communication between all parties. **Official Response from Robyn McGinn:** > Hi Nikka, 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. In relation to there being no reference guide, if you contact your Customer Success Executive, they will be able to provide you with assistance and guide you through the system. ### 48. Very user friendly / quick to use and easy for reports **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ScorebuddyCX?** Easy to use easy to report on / get quick notifications **What do you dislike about ScorebuddyCX?** nothing springs to mind , it is a lot better than what we used before **What problems is ScorebuddyCX solving and how is that benefiting you?** quick to us and repprt to enable me to give quick feedback to customers ### 49. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Sergio V. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2023 **What do you like best about ScorebuddyCX?** Score Buddy has been an invaluable tool for our team. It allows me to easily track trends among team members, identify areas for improvement, and celebrate successes. The platform provides transparency by showing who reviewed and accepted their scores, which fosters accountability and continuous growth. Additionally, the ability to view my team's overall score at a glance makes it simple to assess our performance and set strategic goals **What do you dislike about ScorebuddyCX?** Too many notifications, when a score is received, reviewed and acceepted **What problems is ScorebuddyCX solving and how is that benefiting you?** Accountability for my agents, indentify coaching and training areas ### 50. Scorebuddy Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** I like the simplicity and that you're able to generate different types of reports from the data. The reports drawn have help our quality team to implement changes in our comapny which have enhanced and improved the customer experience. **What do you dislike about ScorebuddyCX?** There's a lot to uncover, I don't think I can ever get to know all the tools of Scorebuddy. I am excited for the newly added feature of coaching and can't wait to try it out! I think there can perhaps be a daily did you know showing a particular feature of Scorebuddy. **What problems is ScorebuddyCX solving and how is that benefiting you?** It makes data reporting straightforward, concise, and relevant. The data we receive allows us to identify issues, trends, and patterns in order to address them in a timely manner. ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-15+16%3A29%3A25+-0500&secure%5Bsession_id%5D=13a4dd12-936e-4aa3-a4d3-49bfcb836728&secure%5Btoken%5D=9b11509f83396b79f0ccebfff4f6575904c20431056974745f00481d14fd7d94&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) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## ScorebuddyCX Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Quality Assurance** - Evaluation - Calibration - Reports **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Performance** - Third-Party Integrations - Compliance **Generative AI** - AI Text Summarization - Call Routing - Generative AI **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation ## 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) - 4.8/5.0 (312 reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) - 4.5/5.0 (309 reviews)