Scorebuddy
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Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 15

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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
Discussions
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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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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Jacob (JakeF) F.
JF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

What I like the most using scorebuddy is how efficient it is on showing agent's quality performances. We use this everyday to monitor our employees and it is a really good tool to use. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I have used scorebuddy for more than a year now and I have not encountered any issues. Review collected by and hosted on G2.com.

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

It's a big help in identifying the weakness of the employees when it comes to the process. It is easy to disccuss and track their progress. Review collected by and hosted on G2.com.

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CJ
Quality analyst
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Seller invite
What do you like best about Scorebuddy?

It makes grading and reviewing calls quick and simple. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The website can sometimes have glitches. Review collected by and hosted on G2.com.

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

We can determine if our team is performing at our call center's required standard. Review collected by and hosted on G2.com.

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Verified User in Information Technology and Services
UI
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

Scorebudy is intuitive and easy to use. When we have made and adjusted scorecards for different team our staff is able to easily make changes. This helps our customer support team to monitor quality and track changes. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

This system takes a while to login which if you are doing live audits can make you miss things. Review collected by and hosted on G2.com.

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

Helping us to monitor and track agents customer service skills. Review collected by and hosted on G2.com.

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DC
Sales Manager
Mid-Market(51-1000 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?

How easy it is to use and navigate around Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Not much just if you leave it to long you have to start again Review collected by and hosted on G2.com.

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

Its makoing the onboard and teaching of new employees a lot easier Review collected by and hosted on G2.com.

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LC
Mid-Market(51-1000 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?

Friendly application always giving us easy way to give score to our agents I used this as well at home when my nephews and my son taking some activities. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

For me the downside of scorebuddy is having some delays in loading and uploading scores. Review collected by and hosted on G2.com.

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

Making our work easier regarding scoring people. Review collected by and hosted on G2.com.

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XP
Mid-Market(51-1000 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?

User friendly. Easy to navigate and locate where you want to go. Weekly we use it all the time and help us improve our score. We can see our average percentage and focus on the things we need to improve. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

None. I like everything about Score buddy. Review collected by and hosted on G2.com.

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

Things that I need to improve and it benefits me as an employee because I know what I need to focus to give a better service. Review collected by and hosted on G2.com.

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JA
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?

The layout of the platform. The ease of access of moving from one area to the next. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Chatting back and forth with agents about their scores easier Review collected by and hosted on G2.com.

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

Consolidating QA in one place Review collected by and hosted on G2.com.

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Verified User in Retail
UR
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

The best thing about scorebuddy is that it helps you keep a track of your quality score and shows which areas you need to concentrate on if you are failing in a certain area. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Only downside I have is that sometimes you will need to wait a short while after clicking on your scores as the loading process takes some time. Review collected by and hosted on G2.com.

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

Scorebuddy helps me focus on the areas I need to concentrate on should I fail a scorebuddy, the TL has the ability to leave a note on where I went wrong so I know going forward I can look out to not repeat the mistake again. Review collected by and hosted on G2.com.

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Verified User in Gambling & Casinos
UG
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

User friendly interface and the reporting and analytics capabilities provide valuable insights into trends and areas for improvements. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

As an Operation manager I am not able to see my full org together. I have 3 direct report and to see the performance for the team I need to filter one per time. Review collected by and hosted on G2.com.

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

Scorebuddy is helping us to improving efficiency, standardization of framework, give us insights, and guide agent development. Review collected by and hosted on G2.com.

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SS
Quality Analyst
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Organic
What do you like best about Scorebuddy?

It allows to break the score on different sections that are intuitive and easy to use. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The weightage sometimes seems unequal and hard to get right Review collected by and hosted on G2.com.

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

Scorebuddy allows us to fairly audit the specialists' work in a way that makes sense for the agents too. They have full visibility over the score, where the auditor can leave comments and feedback. It improved the quality and knowledge of our staff. Review collected by and hosted on G2.com.

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