Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 17

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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
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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
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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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Bruno C.
BC
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?

Easy to handle and very intuitive to use. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I think that it would help if we could create an Individual database per agent, it would save us time when searching for the tickets evaluated from a specific agent. Review collected by and hosted on G2.com.

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

It's been great to use Scorebuddy to do my evaluations, it's very straightforward and allows me to save extra time to do all my daily tasks. Review collected by and hosted on G2.com.

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AD
Enterprise(> 1000 emp.)
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Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

Helpful reviews, makes the job much easier and more conveneint Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

negative scores on my call recording, HAHA

Everything is Good with Score Buddy Review collected by and hosted on G2.com.

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

helping me get good on my calls Review collected by and hosted on G2.com.

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MS
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?

It's a fairly easy service to use and navigation is an easy adjustment Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

adjusting settings is a bit complicated. For example, we are unable to simply add a group to an agents settings. Scorebuddy requires us to add every single scorecard/group instead of just the new one Review collected by and hosted on G2.com.

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

It's really easy to add or a remove a new agent/supervisor which I appreciate Review collected by and hosted on G2.com.

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

QA scoring. Ease of use. Ease of implementation. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

None. Scorebuddy is a great platform to score agents Review collected by and hosted on G2.com.

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

KPI Metrics Review collected by and hosted on G2.com.

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Verified User in Information Technology and Services
AI
Mid-Market(51-1000 emp.)
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Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

The QA platform itself it great, we have a large amount of daily users that this has become a reliable tool and resource for. I love that there are so many customizable features! The service we have received has made it even better. I love that I can reach out with anything from feedback, issues, or enhancement ideas and our service team responds quickly, listens to our needs, and keeps us informed of what they are working on based on our feedback. A huge shout-out to Rebecca Clarke, she has been by our side making sure our needs are met since we started with Scorebuddy in 2021 and she is an absolute DELIGHT to work with. In fact, everyone we have worked with since starting has also been amazing! Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The website can run a little slow at times. Review collected by and hosted on G2.com.

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

BI Reporting: Currently we are working with our support team to align with all that the BI Reporting has to offer and specific reports we would like to have or be able to create in the BI. Review collected by and hosted on G2.com.

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Response from Harry McIntyre of Scorebuddy
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Hi, thank you for your feedback. It's great knowing that we are making your job easier.

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Verified User in Professional Training & Coaching
UP
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?

Scorebuddy gives plenty of room to give you ideas on how to assess individual skills and what they can polish to achieve ultimate career goals and growth. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I would like for scorebuddy to input disclaimers and notes under each section for easier navigation of skills and sections. Review collected by and hosted on G2.com.

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

Easier navigation and making it user friendly. 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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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 data driven and provides a ton of views to see performance. I love all the options for scoring when creating your scorecard. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Calibration scores: The score difference is inputted as + / - . The problem with this is that when you average evaluators variances you are averaging + and - which will give you a different average. For example:

Evaluator 1 had variances 5, -5, 1. Scorebuddy puts the average at .333. But the variance should not be plus/minus, the variance average is really 3.7. This messes up for the indiviual average and the overall average for everyone.

Report 4.1 Overall Trend, you are wanting to see trends for overall scorecards. But the system only lets you see one scorecard. You should allow multiple scorecards under filter to be selected for all your reporting. This becomes annoying when I'm trying to compare new hires to tendered agents, or the system to agents. Review collected by and hosted on G2.com.

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

It helps us identify trending causes. Review collected by and hosted on G2.com.

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Adam O.
AO
Mid-Market(51-1000 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?

It's easy to use, really useuful tool for providing consistent feedback to the team. It's had a great postive effect on our processes. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Does anyone actually like auditing? haha But really there is nothing I dislike, it's a very comprehensive solution Review collected by and hosted on G2.com.

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

We need to maintain a certain standard and have a system whereby we can provide consistent and fair feedback. Review collected by and hosted on G2.com.

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Verified User in Internet
AI
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 ease of use, their focus on existing and anticipating needs of customers, and their ability to keep up with technology. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing. Only thing I could ask for is lower pricing but honestly I think the current pricing is justified and scalable Review collected by and hosted on G2.com.

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

Centralizing knowledge and training materials for new and exisiting employees Review collected by and hosted on G2.com.

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Verified User in Outsourcing/Offshoring
UO
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

An easy-to-use Dashboard that has an overview of all the Agent/team stats.

Easy to implement new tags and scorecards. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

A few times there are issues with the tool as it takes too long to respond. Review collected by and hosted on G2.com.

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

Scorebuddy is used mainly for quality assurance and to keep a proper check and balance on the stats of the agents and teams. Review collected by and hosted on G2.com.

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