--- title: ScorebuddyCX Reviews meta_title: 'ScorebuddyCX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 806 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: 806 scale: '5' date_modified: '2026-07-17' 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:** 806 ## 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. Intuitive, User-Friendly Scorebuddy That Simplifies Customer Support Evaluations **Rating:** 5.0/5.0 stars **Reviewed by:** John Mark M. | Executive Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2026 **What do you like best about ScorebuddyCX?** First of all the ease of use the scorebuddy, most of us find the interface intuitive and it is very user friendly. You can use it as it is hassle free and You navigate also use the system itself effectively. The Number of feautures it offers make the work simplier especially us working in customer support field, score buddy makes it easier and meet our deadlines as this is the frequent tool that we use to meet our targets when it comes in evaluating agents. **What do you dislike about ScorebuddyCX?** Nothing. All I can say is, scorebuddy do the things for us. It helps us summarize everything and meet yje goals. **What problems is ScorebuddyCX solving and how is that benefiting you?** I think it is the way of solving problems related to our work as a customer support. It helps us achive a quality calls and quality performance. This also helps us enhance ourquality assurance processes, improve agent performance, and ultimately boost customer satisfaction. ### 2. Easy to Access and User-Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Aldrin Q. | Outsourcing, Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2026 **What do you like best about ScorebuddyCX?** What stands out most about Scorebuddy is its focus on making quality assurance practical and actionable rather than just a box-ticking exercise. A few strengths that people often appreciate: User-friendly scoring interface – QA scorecards are easy to build, customize, and update without heavy technical work. Strong analytics & reporting – Clear dashboards help teams spot trends, coaching opportunities, and performance gaps quickly. Coaching integration – Feedback loops between QA results and agent coaching are built in, which makes improvement more structured. Scalability – Works well for growing support teams and multi-site operations. Compliance support – Helpful for regulated industries that need audit trails and documentation. **What do you dislike about ScorebuddyCX?** We don’t have an option to dispute our scores. **What problems is ScorebuddyCX solving and how is that benefiting you?** Before tools like Scorebuddy, many teams relied on spreadsheets, emails, or ad-hoc notes to evaluate calls and chats, which often led to inconsistent scoring and subjective feedback. Solution & Benefit: Scorebuddy centralizes QA with structured scorecards and standardized criteria, helping ensure evaluations are consistent and uniform across the team. Manual, Time-Consuming QA Processes Problem: Manually reviewing interactions and tracking results can be tedious and difficult to scale as teams grow. Solution & Benefit: Automated scorecards and workflows help speed up the QA process and reduce the manual effort involved. Overall Impact Teams using Scorebuddy often find their QA function becomes more efficient, transparent, and actionable, which can support better agent performance, an improved customer experience, and stronger operational accountability. ### 3. The best **Rating:** 5.0/5.0 stars **Reviewed by:** john paul M. | Outbound Sales Specialist Level 1, Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2026 **What do you like best about ScorebuddyCX?** is its overall ease of use and smooth implementation. The platform is very user-friendly, making it easy for both QA analysts and agents to navigate without extensive training. Implementation is straightforward, and the system integrates well with existing tools, which makes onboarding and setup efficient. I also appreciate the wide range of features—from customizable scorecards and detailed reporting to compliance tracking and performance analytics—without the system feeling overly complicated. We use it frequently as part of our daily QA process, and it consistently supports our monitoring and coaching needs. Additionally, their customer support is responsive and helpful, which makes resolving concerns or questions much easier. Overall, it’s a well-rounded tool that effectively supports quality management and team performance. **What do you dislike about ScorebuddyCX?** Is that some features can feel a bit limited or less intuitive, especially when generating more detailed or customized reports. At times, navigating between sections or pulling specific data can take extra steps, which can slow down the workflow. Additionally, occasional system lag or loading delays can impact efficiency during busy periods. **What problems is ScorebuddyCX solving and how is that benefiting you?** It standardizes scoring through customizable scorecards, ensuring that all agents are evaluated fairly and consistently. Benefit to me: I can trust that assessments are objective and aligned with our KPIs, which reduces disputes and confusion. ### 4. Essential QA Tool with Room for Reporting Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Sean B. | S, Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about ScorebuddyCX?** Scorebuddy has become one of the most valuable tools in my workflow for streamlining quality assurance, which is both intuitive and powerful. It allows me to focus on coaching, improving processes, and elevating customer experience across the team. Being purpose-built for QA, Scorebuddy makes evaluating calls very efficient with clean, clear evaluations and insights. Its ease of use is so great that even new analysts pick it up quickly. It's an excellent tool for my team that values accuracy and clarity in customer service quality assurance. I regularly use it to audit ticket responses, and it's been a huge upgrade from spreadsheets. The initial setup was fairly easy, thanks to the Scorebuddy team meeting with us and providing instruction and feedback. I'd highly recommend it and rate it a 10. **What do you dislike about ScorebuddyCX?** I find that reporting can feel limited without custom work. While its default dashboards are helpful, some analysis requires extra manual work. Also, it's not integrated with any of our other software like ticketing systems. **Recommendations to others considering ScorebuddyCX:** We have been using scorebuddy for over 5 years now and we highly recommend it! **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy streamlines quality assurance and makes evaluating calls efficient, providing clear evaluations and insights. It's intuitive, so even new analysts can quickly adapt. It enhances my focus on coaching and improving processes, upgrading from spreadsheets for auditing ticket responses. **Official Response from Harry McIntyre:** > Hi Sean, thank you for feedback. It's great knowing that we are making your job easier. We'd be happy to show you more of what Scorebuddy can do this year. Just reach out to your Customer Success Executive when you are ready. ### 5. Effective QA Platform for Streamlined Performance Management **Rating:** 4.5/5.0 stars **Reviewed by:** Dylan C. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about ScorebuddyCX?** What I like best about Scorebuddy is its user-friendly interface and the ability to streamline quality assurance processes in one centralized platform. The scoring workflows are intuitive, making it easy to evaluate calls consistently while saving time compared to manual QA methods. I also appreciate the detailed reporting and analytics, which help identify performance trends, coaching opportunities, and areas for improvement at both individual and team levels. The platform supports structured feedback and coaching, which is valuable for driving agent development and maintaining high-quality standards. **What do you dislike about ScorebuddyCX?** One area for improvement would be the flexibility of customization and navigation, as some workflows can feel slightly rigid or require extra clicks to complete simple tasks. At times, the reporting setup can take a bit of time to configure, especially for more detailed or customized dashboards. Additionally, while the platform is generally intuitive, new users may need some initial training to fully understand all features and get the most value from the system. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps solve the challenge of managing quality assurance and performance monitoring in a structured and consistent way. It centralizes call evaluations, feedback, and reporting into one platform, which reduces manual processes and improves efficiency. The platform makes it easier to identify performance trends, ensure scoring consistency, and provide clear, actionable coaching to agents. This benefits me by saving time on QA administration, improving visibility into team performance, and supporting data-driven decisions that help improve overall service quality and agent development. ### 6. Valuable Insights with Great Graphs and Easy Individual & Team Feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Lisa D. | Phase ! Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2026 **What do you like best about ScorebuddyCX?** I really love it! It provides valuable insight and is very easy to use. The graphs are great, and I especially like the ability to give separate feedback for individuals while also seeing feedback for the team as a whole. **What do you dislike about ScorebuddyCX?** I would love the ability to apply filters that persist, so I don’t have to re-filter each time I log in. This would make it much easier to pick up where I left off. While I do appreciate being able to view data from the start of when the team came under me, when I’m focused on coaching for the current week or month, having to reset the filters each time adds extra steps. **What problems is ScorebuddyCX solving and how is that benefiting you?** It gives me my reps’ Q&A and the notes from our QA team, which provide valuable guidance for coaching. It also includes call details, allowing me to easily pull and review the call. ### 7. Great Reporting but Needs Better Integration **Rating:** 3.5/5.0 stars **Reviewed by:** Amit K. | Team Lead for second line SD Team, Small-Business (50 or fewer emp.) **Reviewed Date:** August 03, 2023 **What do you like best about ScorebuddyCX?** I think the reports in Scorebuddy stand out for me, especially those where we've exported the tickets and done the data analysis. I also appreciate the month-wise reports or those with periodic data; these reports are very important to us because they help analyze the efficiency of our engineers' work. Plus, since Scorebuddy is cloud-based, it makes the initial setup easy for us. **What do you dislike about ScorebuddyCX?** I think ticketing integration will be a crucial part for using Scorebuddy. Otherwise, we have to put manual data entries into Scorebuddy, and then it will have static data. It's not going to suffice, especially for organizations working extensively on a ticketing tool. Also, delegating rights to users is challenging. I'm trying to delegate auditing rights to a senior team member, and it's a tricky process that could be optimized and made easier. **What problems is ScorebuddyCX solving and how is that benefiting you?** I use Scorebuddy for auditing tickets. It helps us analyze tickets and provides reports for each team member, which are important for assessing efficiency and needed improvements. ### 8. Easy, convenient and interactive way to provide feedback to our team members. **Rating:** 4.5/5.0 stars **Reviewed by:** Jennifer C. | Compliance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about ScorebuddyCX?** I love how user friendly Scorebuddy is. The interface is presented well so that usage is intuitive. I also love that they have training videos that we can provide to each new user we add to the program. **What do you dislike about ScorebuddyCX?** My least favorite aspect of this program is the reporting. While they provide many different reports we can run; the reports are not easily filtered and there isn't one report that combined all of the data we need in one, easy to manipulate format. **What problems is ScorebuddyCX solving and how is that benefiting you?** They provide a comprehensive way for us to monitor and direct the quality aspects of all of our depts. This is not just for CSR's. We use it across many of our depts, for different types of roles, because the scorecards are easy to develop into information that is relevant to each role. ### 9. Good transition and helpful staff **Rating:** 4.5/5.0 stars **Reviewed by:** Nafisah A. | Quality specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about ScorebuddyCX?** they are a fast-paced service who constantly adapts in line with new needs, features and enhancement **What do you dislike about ScorebuddyCX?** We are currently working with them to make use of their AI function within their tool. there are current limitations which seems to be related to the integration of tools and systems **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy allows for automative storage of assessments, easy access and pin point trend resources. ### 10. Scorebuddy Makes Daily QA Audits Clear with Customizable Scorecards and Helpful Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** Caio V. | Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about ScorebuddyCX?** I like that Scorebuddy provides a clear, structured view of quality results by agent, team, and form, which makes it much easier to spot trends and identify gaps quickly. I also appreciate that the scorecards can be customized to align with client requirements and QA criteria, helping keep evaluations consistent across auditors and TMs. Finally, the reporting and filtering options are very helpful for follow-up actions like coaching, PIPs, and tracking improvements over time. **What do you dislike about ScorebuddyCX?** One main frustration with Scorebuddy is that reporting feels limited – I've asked for more comprehensive quality results beyond basic scorecards, but options like pulling clear QA vs. Internal distinctions require extra filtering or support. It can also be tricky to navigate for advanced breakdowns (e.g., by TM or specific trends), sometimes needing help from others to get the right data view. ​ That said, it's still our go-to for daily QA audits in the contact center. **What problems is ScorebuddyCX solving and how is that benefiting you?** ScoreBuddy solves quality monitoring challenges by providing structured scorecards for evaluating agent interactions (phone/chat), distinguishing QA vs. Internal audits, and tracking adherence to PCI/compliance processes. This benefits me by enabling quick identification of gaps (e.g., critical scores), supporting coaching/PIPs, and generating reports for team performance reviews – helping us maintain high standards like Worldpay's 8.3 survey score. ​ Overall, it streamlines QA workflows, reduces inconsistencies across TMs/agents, and drives targeted improvements in our Lisbon contact center operations. ## 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/scorebuddy/reviews/scorebuddy-review-9554017?section=pricing&secure%5Bexpires_at%5D=2026-07-20+18%3A50%3A49+-0500&secure%5Bsession_id%5D=ab776ff0-9f04-43ef-9568-68a5e0c7fe2b&secure%5Btoken%5D=0496c09965ab0ac22a8f5c536f4fbf74ed2aae1dae9462239edea526d7a386e1&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)