I'm a second time subscriber to ScorebuddyCX, this time around 2 years apart, Scorebuddy has made tremendous strides. Agent end user experiences are pretty well organized and intuitive over what they used to be and for the evaluator experience the platform has shown big jumps in functionality. Scorebuddy greatly improved their integration with Salesforce and it actually works and is simple to configure and setup. With a proper working integration, what brought me back outside of a good account team is the introduction of a proper and well functioning AI assisted AutoQA feature. Scorebuddy does lend some guidance on the AI model training, but you'll still need to tune it to your needs and performance expectations. All said, a vast improvement and a high performer in the 10 competitor tools I evaluated before coming to a decision to move ahead with Scorebuddy again.

The platform has continued to become more flexible and useful for our QA process. I particularly like the ease of managing reviews across different support channels and the flexibility around importing and working with our own data. The overall experience is quite smooth, and their team has been responsive whenever we’ve needed help or had questions.

You can build fully custom scorecards tailored to your own quality metrics, brand standards, and KPIs rather than being stuck with rigid templates.