--- title: ScorebuddyCX Reviews meta_title: 'ScorebuddyCX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 805 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: 805 scale: '5' date_modified: '2026-07-22' 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:** 805 ## 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. Easy to understand and very useful to improve as agents. **Rating:** 5.0/5.0 stars **Reviewed by:** Noe N. | Customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2025 **What do you like best about ScorebuddyCX?** The possibility of feedback with my team leader. **What do you dislike about ScorebuddyCX?** Nothing. I found it very complete and visual. **What problems is ScorebuddyCX solving and how is that benefiting you?** My call scoring and my overall work as an agent ### 2. Scorebuddy experience **Rating:** 4.0/5.0 stars **Reviewed by:** Liam L. | Business analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about ScorebuddyCX?** Useful for QA quickly and efficiently. And great to give feedback to agents. **What do you dislike about ScorebuddyCX?** Can sometimes load a little slowly which can be frustrating. **What problems is ScorebuddyCX solving and how is that benefiting you?** It solves poor quality from agents as we can coach from failures ### 3. Good user experience navigating the platform very user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** zahid k. | Outbound Engagement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about ScorebuddyCX?** Visuals and navigating the platform is excellent **What do you dislike about ScorebuddyCX?** Further tailored options for a more analytical breakdown of individual and specfic teams. **What problems is ScorebuddyCX solving and how is that benefiting you?** Allowing team members review their scores in an effortless manner ### 4. Easy to navigate **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2023 **What do you like best about ScorebuddyCX?** Scorebuddy is an easy to use and navigate system that gives me the information I need with the ease of being able to make any changes needed to scoring methods. **What do you dislike about ScorebuddyCX?** With the Snapshot setting, I would love to be able to toggle and select more than one scorecard name at a time. **What problems is ScorebuddyCX solving and how is that benefiting you?** An easy way to score information and make it easy to share with other team members. ### 5. Really good **Rating:** 5.0/5.0 stars **Reviewed by:** Antonella S. | Specialist Custome Service Agent, Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about ScorebuddyCX?** I have my feedbackI need to keep track of my chats to improve the service. **What do you dislike about ScorebuddyCX?** I don't always agree with the results.because sometimes I disagree **What problems is ScorebuddyCX solving and how is that benefiting you?** Customer Servivce Agent ### 6. Score buddy Review **Rating:** 5.0/5.0 stars **Reviewed by:** Dr. Jordan H. | Director of Operations, Financial Aid Processing, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about ScorebuddyCX?** Score buddy is a great way to get my advisors scored accurately on their calls and it provides a lot of great insight to help them grow and improve! **What do you dislike about ScorebuddyCX?** Sometimes the system would be slow or lagging but that would be the only thing **What problems is ScorebuddyCX solving and how is that benefiting you?** how we communicate with students in order to make sure we are our meeting our compliance goals. ### 7. Best Usage of time with Vast Features **Rating:** 5.0/5.0 stars **Reviewed by:** Manikanta T. | Team Lead - Customer Relations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2024 **What do you like best about ScorebuddyCX?** The Supervisor Dashboard is my most liked feature as I use it every week to understand where my team stands and the ease of using it. It helps me to easily implement strategies to devise new ways to provide customer support. The integration of Scorebuddy with our internal CRM has helped to save time without the need to switch tabs. **What do you dislike about ScorebuddyCX?** I feel it would be great if new options such as online resources to improve the communication or possibility any learning courses to be added in the coaching tab for further enhancement. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy provides a comprehensive view of my agents performance and also makes sure to stay compliant in the process. ### 8. Review Scorebuddy QA Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about ScorebuddyCX?** Scorebuddy is incredibly user-friendly. The setup was quick, and the platform is easy to navigate. Configuring scorecards and evaluation metrics to suit our needs was simple, and the dashboard provides a clear, real-time overview of key performance indicators, making it easy to monitor agent performance. **What do you dislike about ScorebuddyCX?** I sometimes find that the reports don't offer as much customization as I’d like. Particularly when I’m trying to track long-term trends or analyze data across different teams or departments. when I am trying to set up a more complex scorecard or evaluation metric, having some extra support would be helpful. like some video tutorial. **What problems is ScorebuddyCX solving and how is that benefiting you?** I’ve been using it to track my team’s errors and give feedback as soon as it’s available on the platform. The speed at which data flows into Scorebuddy helps me stay proactive—by providing timely, actionable feedback, I can address issues before they become bigger problems. This has really helped improve accountability and performance across the team. ### 9. have extensive experience utilizing Scorebuddy, a powerful quality management tool. **Rating:** 4.0/5.0 stars **Reviewed by:** Mohamed M. | Customer Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2025 **What do you like best about ScorebuddyCX?** Conducting audits on calls and chats, ensuring compliance, performance improvement, and enhanced customer interactions. **What do you dislike about ScorebuddyCX?** N/A..................................... **What problems is ScorebuddyCX solving and how is that benefiting you?** solves key challenges in quality assurance by streamlining call and chat audits, ensuring consistent evaluation criteria, and providing actionable insights for performance improvement. This benefits me by enhancing agent accountability, identifying training needs, and driving higher customer satisfaction through data-driven decision-making. ### 10. I really enjoy using Scorebuddy. However, there are some changes I would like to see. **Rating:** 3.5/5.0 stars **Reviewed by:** Mercedes M. | Quality Control Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about ScorebuddyCX?** I enjoy the easy navigation in finding any call ever audited. I love the calibration feature, it's really helped with internal calibration sessions. Overall this tool has done well for customer support QA feedback and holding sellers to a higher standard of quality. The frequency of use for this tool has become an everyday thing because it is so crucial for our auditing process. **What do you dislike about ScorebuddyCX?** Theres room for improvement for this like... being able to properly save hyper links for videos properly within the notes/comment section. The dashboard tends to not update on the regular so... it shows old performance averages VS the updated performance adverage score. Lastly, I wish that Scorebuddy had the ability to reconise that an an auditors scoring the same activity ID# and have some sort of error message to notify an auditor to not score this specific Activity ID; this would help prevent double scoring for the same Activity ID and having to manually delete one. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy helps fill the quality gaps between quality control analyst and the account reps. We are able to give great feedback and see the results of our feedback. If need be, we can always relate back to the specific score card even if its from a prior year, we have done this with multiple end of the year projects. ### 11. Scorebuddy is the most amazing tool that I have ever used. **Rating:** 5.0/5.0 stars **Reviewed by:** Tatum J. | Quality assessor, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** Data is always available in the easiest manner to be extracted. There are so many functions which is quick and easy to use and so many things that can be done using this tool. **What do you dislike about ScorebuddyCX?** Sometimes the system can freeze and it may give the error codes which allow you to not be able to do your daily target of work and at times it can be really slow **What problems is ScorebuddyCX solving and how is that benefiting you?** Its helps to give us trends on agents and what they can improve on. This is helpful as it identifies training , coaching and business improvements that needs to be done which is really great. ### 12. Easy and reliable **Rating:** 5.0/5.0 stars **Reviewed by:** Jessie U. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2025 **What do you like best about ScorebuddyCX?** User-friendly and easy to navigate, it also provides accurate details. **What do you dislike about ScorebuddyCX?** At times, the website takes longer to load, but other than that, everything works well. It effectively serves its intended purpose. **What problems is ScorebuddyCX solving and how is that benefiting you?** Scorebuddy serves as a guide, helping us stay aware of our scores and understand how we can improve to meet all the guidelines. ### 13. Good but not user friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about ScorebuddyCX?** It is a good way to keep track on your progress and allows you to request 1-1 should you feel the need to. **What do you dislike about ScorebuddyCX?** It could be a lot easier to navigate, sometimes I feel like you have to click on multiple links and pages in order to get where you need to be. There should be an easier way to see the data. **What problems is ScorebuddyCX solving and how is that benefiting you?** It allows you to ensure you are delivering the best service with every customer contact. ### 14. I think ScoreBuddy is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about ScorebuddyCX?** It's the perfect tool for QA. The analytical sections is brilliant. Easy to create and use scorecards. **What do you dislike about ScorebuddyCX?** The drop down for names should be sorted into groups and teams to make it tidier. **What problems is ScorebuddyCX solving and how is that benefiting you?** An easy QA platform. ### 15. Score buddy is easy to use and navigate. **Rating:** 5.0/5.0 stars **Reviewed by:** Shiela Flor P. | Executive consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about ScorebuddyCX?** You can see all of the pointers we need to improved right away. **What do you dislike about ScorebuddyCX?** The messages arent read even though the score was already made. **What problems is ScorebuddyCX solving and how is that benefiting you?** It points out the things i need to improve. It benifit me because I know which section I need to work on. ### 16. Very user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about ScorebuddyCX?** The reporting for the supervisors is very easy from scorebuddy. **What do you dislike about ScorebuddyCX?** The homepage can be more better and can include graphs and pie charts for reports. **What problems is ScorebuddyCX solving and how is that benefiting you?** Evualtions have come more steamed line because of scorebuddy ### 17. Great Tool to assist with Benchmarking **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Renewables & Environment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2024 **What do you like best about ScorebuddyCX?** Being able to create and edit a bespoke scoring system is extremly useful in a fast paced Contact Centre, where there can be numerous changes to process in any 12-month period. I use it weekly to help develop my Team, benchmark productivity and quality of calls, and identify ares of improvement and training requirements. It's an easy system to use, once you know how to navigate your way around it. I've never experience any problems where I have had to contact Customer Support. **What do you dislike about ScorebuddyCX?** Takes a little bit of time to get used to navigation and find exactly what you want. **What problems is ScorebuddyCX solving and how is that benefiting you?** It is helping us identify failures in GDPA, service quality and this helps us put training and support in place to solve that issue. ### 18. It was amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Majorie Z. | Executive Services II, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about ScorebuddyCX?** It help improve operational efficiency, Upside is to identify what need to work on a particular service **What do you dislike about ScorebuddyCX?** It improve the quality of their customer service interactions **What problems is ScorebuddyCX solving and how is that benefiting you?** It helps me to improved my calls track the things that i need to work ### 19. Scorebuddy has fantastic potential! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2024 **What do you like best about ScorebuddyCX?** I like the manager dashboard view- seeing all my agents' scores in one place makes my job really easy. I also like the Reports features and ability to filter down to exactly the data I need. **What do you dislike about ScorebuddyCX?** I wish I could get some of the filter options to stick (eg, instead of changing from Score Date to Even Date every.single.time could this be a semi-permanent in options somewhere?). Also, the employee dashboard view is no where near as user-friendly and intuitive as the manager dashboard. Our employees often get lost. **What problems is ScorebuddyCX solving and how is that benefiting you?** Making and managing records of our agents' performance. This is important to making sure we've got the right talent and quickly remove agents that aren't measuring up to standards. ### 20. 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. ### 21. 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 ### 22. 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 ### 23. 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. ### 24. 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. ### 25. 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. ### 26. 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. ### 27. 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. ### 28. 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. ### 29. 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. ### 30. 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. ### 31. 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. ### 32. 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. ### 33. 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. ### 34. 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. ### 35. 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. ### 36. 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. ### 37. 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. ### 38. 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. ### 39. 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 ### 40. 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. ### 41. 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 ### 42. 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 ### 43. 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. ### 44. 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 ### 45. 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. ### 46. 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. ### 47. 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 ### 48. 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. ### 49. 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. ### 50. 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. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+18%3A25%3A28+-0500&secure%5Bsession_id%5D=613e747d-b4a1-4da2-bdf9-7d179b6a00c6&secure%5Btoken%5D=e3d589922f196f35bbabddb41fdc0ef2f040729234ce30d94cf4caccbfaccd69&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)