Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 20

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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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Official Downloads

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

User interface is very friendly, super easy to use and train out Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The ability to make reporting more granular Review collected by and hosted on G2.com.

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

Making quality assurance an easy and straightforward process. Review collected by and hosted on G2.com.

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Kimberly H.
KH
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?

I love the how easy it is to use and share with my agents. I love the comment feature when grading. I also love that I can see trends to know what the majority is struggling with. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There isn't much to dislike. Scorebuddy is very easy to use and helps my agents a ton with understanding what they need to work on. Review collected by and hosted on G2.com.

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

Scorebuddy is solving the learning curve problem. The trends page really helps us understand what we are teaching well and what we are not. This has been a huge benefit Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Kimberly, thank you for taking the time to give us your feedback, it means a lot to us. At Scorebuddy our goal is to help you and your business successful, and hearing that we have helped you identify areas both strong and weak is fantastic.

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NR
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?

Scorebuddy benefits organizations by improving the quality of their customer service operations, increasing efficiency, and ultimately enhancing the overall customer experience. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

None. Scorebuddy is great when scoring team leader and agents. Great application. Review collected by and hosted on G2.com.

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

None Review collected by and hosted on G2.com.

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Verified User in Utilities
UU
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

Scorebuddy is one of the best platforms that can show how good you are in terms of production's quality. It is very exact. It motivates to do better than before. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It's perfect, nothing to say. Everything goes well. Review collected by and hosted on G2.com.

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

I've never experienced any problems on scorebuddy Review collected by and hosted on G2.com.

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Damian J.
DJ
Quality Assurance Officer
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
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(Original )Information
What do you like best about Scorebuddy?

Simple, easy interface

Being able to attach calls to audits

Saving drafts - both for personal use and if/when the browser closes unexpectedly Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Occasional crashes (whix are much rarer these days) Review collected by and hosted on G2.com.

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

It makes auditing calls easier Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi Damian, thank you for taking the time to share your thoughts on Scorebuddy. We are delighted to hear that you are loving Scorebuddy and that we are helping to make your job just that bit easier.

Regarding your feedback about 'Losing progress/calls attached to audits when SB closes the form', we will pass this on to our product team so they can take it into consideration for future enhancements.

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Verified User in Consumer Services
UC
Small-Business(50 or fewer emp.)
More Options
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 most about scorebuddy is being able to grade my team calls of course and to give them feedback. If there is something that they would like to discuss they could request a 1:1 and we could edit their grade as well. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes scorebuddy loads a little slower than we would like. They could be wi-fi but I am not sure. Review collected by and hosted on G2.com.

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

Making sure that we are all hitting the same key points on every call. Review collected by and hosted on G2.com.

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Helpful?
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Verified User in Insurance
UI
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?

The ease of entering/saving data needed. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

How the filter changes from score date to event date while trying to change date range. Review collected by and hosted on G2.com.

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

Place to store data for review. Review collected by and hosted on G2.com.

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Verified User in Executive Office
UE
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

Scorebuddy is very accessible and user friendly. As a user for almost 2 years, it gives us the ability to maximize it's functionality and features that can help us improved our day to day activities. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Loading takes time. There's some instances that it's a bit slow. Review collected by and hosted on G2.com.

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

It shows our Quality Scores and the comments for improvement that can help us improve our day to day work. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are enjoying Scorebuddy and that we are helping to make your job just that bit easier.

Helpful?
Share
Admin Approval Link
JV
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,easy to use, not difficult to navigate, easy to use for scoring. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

none . because its easy to use.everything about scorebuddy is perfect Review collected by and hosted on G2.com.

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

Its improves our performance to provide good customer service Review collected by and hosted on G2.com.

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Helpful?
Share
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JA
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

Its very challenging and helps a lot to follow up your progess Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It needs clarificacin of the cases by the manager since we cannot listen the conversiaton unless we require it Review collected by and hosted on G2.com.

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

Givin advice and help to identify the strenghts and weaknesses of our communication with costumer Review collected by and hosted on G2.com.

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