Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 14

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Scorebuddy Overview

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What is Scorebuddy?

QA with Embedded AI: The Key to Efficiency, Engagement and Insights Scorebuddy is a market-leading contact center quality assurance solution that uses embedded AI to improve operational efficiency, drive agent engagement, and uncover actionable insights. Reduce cost per interaction by automating repetitive tasks and use AI to analyze 100% of interactions—so you can identify the ones that need human review. Improve agent engagement and productivity with personalized dashboards and data-backed coaching. Leverage advanced QA reporting and business intelligence to uncover the trends and patterns that drive customer experience. Visit www.scorebuddyqa.com to learn more and access case studies from financial services, retail, tech, BPO, and more. Key features: ✔ Embedded AI - Automate manual tasks and boost efficiency. ✔ Conversational Analytics - Analyze 100% of interactions to uncover insights. ✔ Automated Workflows - Speed up QA and reduce evaluation times. ✔ Business Intelligence - Make data accessible and cut reporting time. ✔ Integrated Coaching - Engage agents with data-backed coaching. ✔ Learning Management System - Only QA tool with an integrated LMS. ✔ Personalized Dashboards - Custom dashboards to maximize engagement. ✔ Flexible Scorecards - The most flexible scorecard builder on the market.

Scorebuddy Details
Product Website
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Scorebuddy Community
Languages Supported
English
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Product Description

Scorebuddy is a cloud-based quality assurance software that evaluates customer interactions across multiple channels, calls, emails, live chat, and social media.

Seller Details
Seller
Scorebuddy
Company Website
Year Founded
2001
HQ Location
Dublin
Twitter
@score_buddy
1,909 Twitter followers
LinkedIn® Page
www.linkedin.com
48 employees on LinkedIn®
Description

Developing products and solutions for 18 years, Scorebuddy offers a Software as a Service (SaaS) platform focused on customer service. An early adopter of the SaaS model, Scorebuddy started life as a developer and supplier of hosted IVR services. New products and innovative solutions emerged driven by customers needs to solve business problems.

David M.
DM
Overview Provided by:
David McGeough

Recent Scorebuddy Reviews

JU
Jessie U.Mid-Market (51-1000 emp.)
5.0 out of 5
"Easy and reliable"
User-friendly and easy to navigate, it also provides accurate details.
Read more
MD
Mary Joice D.Small-Business (50 or fewer emp.)
4.5 out of 5
"SURVEY"
We are able to see are scores accurately for each of our QA
Read more
JC
Joven C.Mid-Market (51-1000 emp.)
4.5 out of 5
"It is a user friendly tool"
It's easy to use and it provides accurate details.
Read more

Scorebuddy Pricing

Enterprise
Free Trial
0 seat
Business
Free Trial
0 seat
See all 2 Scorebuddy pricing levels
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Scorebuddy Media

Scorebuddy Demo - Survey Reports
The Surveys additional module, just like Scorebuddy, has been designed to be intuitive and easy to use. Here are just a few benefits of our Surveys tool: 1) Agents and supervisors can easily compare Customer Sentiment and Quality results in one place. 2)Surveys are initiated at the ?Mome...
Scorebuddy Demo - Overall Summary Trend
Groups summary gives the user an overall average per Group (across the multiple Scorecards used) as well as the number of results below target and above target. In addition to the table, the user can also find a histogram and a trend chart. Both the histogram and the trend chart can be customized...
Scorebuddy Demo - Integrations
Scorebuddy can streamline your QA evaluations across all interaction types, using custom filters to create lists for scoring and assignment. Quotas of interactions can assigned per agent with filtering based on items like priority, status, or customer category to allow focus on what is important ...
Scorebuddy Demo - Success Rate Scorecard
Success Rate. It was designed for those customers who have a success-based framework where the focus of reporting is on Success/Fail rates rather than the numeric percentage score and where identifying the root cause of outcomes is critical. (for example the COPC methodology)
Scorebuddy Demo - Non Numeric Scorecard
Non-Numeric. This type of Scorecard was developed having in mind coaching-based QA frameworks. Because the focus is on the Employees? development and coaching rather than on numerical values, the Employees will get customized labels such as 'Needs development' rather then a percentage.
Scorebuddy Demo - Compliance
Compliance overview is particularly helpful for customers that use Compliance type sections in their Scorecards. Report 6.1 will give the user an overview of all the Group Pass and Fail Rates. There are two additional drill down reports available: when clicking on the Group name, the report on Pa...
Play Scorebuddy Video
In this captivating video, we delve into the realm of BPO mastery, unveiling the secrets to navigating customer instances seamlessly with Scorebuddy's QA Reporting. 🚀 Discover the ultimate solution to boost your BPO efficiency and ensure c
Play Scorebuddy Video
In this captivating video, we delve into the realm of BPO mastery, unveiling the secrets to navigating customer instances seamlessly with Scorebuddy's QA Reporting. 🚀 Discover the ultimate solution to boost your BPO efficiency and ensure c
Play Scorebuddy Video
Play Scorebuddy Video
Play Scorebuddy Video
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Official Interactive Demo

Scorebuddy demo available

Try an interactive demo created by the software seller (right here on G2).
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Video Reviews

Review by Gregory G.
Scorebuddy review by Gregory G.
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Score Buddy - A Useful QA Tool
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687 Scorebuddy Reviews

4.5 out of 5
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Scorebuddy Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for ScorebuddyQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Verified User in Environmental Services
UE
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

Scorebuddy is easy to navigate and utilise over all Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

some of the reporting can be made slightly more clear as the results can be ambiguous when searching from trends Review collected by and hosted on G2.com.

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

I am able to monitor trends and facilitate adequate training Review collected by and hosted on G2.com.

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Verified User in Computer Software
UC
Enterprise(> 1000 emp.)
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What do you like best about Scorebuddy?

How easy it iss to use and learn for newcomers. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

That it is not use throughout my company. Review collected by and hosted on G2.com.

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

It helps with the interaction needed when it comes to scoring agents. Review collected by and hosted on G2.com.

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Verified User in Education Management
AE
Mid-Market(51-1000 emp.)
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What do you like best about Scorebuddy?

Appreciate the ability to really get in there and look at metrics. The amount of things you can look into is amazing. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

So far I have not seen any downsides to the system. Review collected by and hosted on G2.com.

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

Keeping our quality up! Review collected by and hosted on G2.com.

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LF
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
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What do you like best about Scorebuddy?

Scorebuddy helps me on tracking my monthly audits. It's very useful in a way I can see which opportunity I need to work on. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes it's running slow. So it takes awhile for me to view my previous score. Review collected by and hosted on G2.com.

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

Scorebuddy helps me on tracking my monthly audits. It's very useful in a way I can see which opportunity I need to work on. Review collected by and hosted on G2.com.

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Verified User in E-Learning
AE
Mid-Market(51-1000 emp.)
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What do you like best about Scorebuddy?

Very friendly app, everything is well explained and user friendly Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Logged out after every 5 mins elase very good app Review collected by and hosted on G2.com.

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

It helps to audit my team, so that I can keep track of their performance Review collected by and hosted on G2.com.

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Élodie B.
ÉB
Senior care advisor - Quality team
Insurance
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

It is very easy to use.

We can create our scorecards quickly and without any assistance.

When a score is done agents and their supervisor receive a notification straight away in their email.

Pulling report is very straightforward and there so many options of reports available

They have a great support team who always reply within a few hours.

Our customer services team accross Ireland, Malaysia, Hong Kong, UAE, Brussels and Egypt have been happily using Scorebuddy Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

We are missing an option to report on causes only for the scores that fail. We love everything else. Review collected by and hosted on G2.com.

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

Save time in giving feedback to agents

Better coordination between team leader and agents

Agents dont have to wait for team leader to give them their results, it is available immediately.

Easier to calibrate than we used salesforce for quality Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Élodie, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help make your day to day easier as well as helping your business meet its goals so we are delighted to hear that it is doing this for you.

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Verified User in Telecommunications
UT
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
(Original )
What do you like best about Scorebuddy?

Layout is clear, concise and easy to follow. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There are occasions where, when Scorebuddy times out it doesn't save the draft of the scorecard being worked on, meaning you have lost a significant amount of work and useful insight that requires you to audit the work again and start afresh. Review collected by and hosted on G2.com.

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

Allows us to record and store colleague quality performance together, and track team and individual trends. Review collected by and hosted on G2.com.

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Verified User in Industrial Automation
UI
Enterprise(> 1000 emp.)
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Review source: G2 invite on behalf of seller
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(Original )Information
What do you like best about Scorebuddy?

Once it is setup, using it is very easy and intuitive.

The reports and overviews it creates take away a lot of manual work. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There is no dislike. But it makes it clear you have to thoroughly think things through before just measuring stuff. So it's a bit confronting :-) Review collected by and hosted on G2.com.

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

It's user friendly and cloud based, so it is much better than e.g. a spreadsheet. Review collected by and hosted on G2.com.

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JM
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

It's not complicated to use and it's so easy to check my score. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Messages are still showing on my inbox eventhough I already check them. Review collected by and hosted on G2.com.

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

Reduce cost per interaction by automating repetitive tasks and use AI to analyze 100% of interactions. Improve agent engagement and productivity with personalized dashboards and data-backed coaching. Review collected by and hosted on G2.com.

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Helpful?
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Verified User in Environmental Services
UE
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
(Original )Information
What do you like best about Scorebuddy?

The feedback is extremely insightful and easy to decipher. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Exporting records would be helpful in a presentable format. Review collected by and hosted on G2.com.

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

Poor perfomance and training opportunities Review collected by and hosted on G2.com.

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