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Scorebuddy Reviews & Product Details - Page 30

Scorebuddy Overview

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
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
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:

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.
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
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.
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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

Official Interactive Demo

Scorebuddy demo available

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

Official Downloads

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Video Reviews

687 Scorebuddy Reviews

4.5 out of 5
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687 Scorebuddy Reviews
4.5 out of 5
687 Scorebuddy Reviews
4.5 out of 5

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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G2 reviews are authentic and verified.
AZ
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?

The ability to review and create report within seconds, this function has improved the required productivity on my QA scores. The ability to create personalized and detailed reports is incredibly efficient. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I think most of the functions are excellent, with some minor bugs and errors occasionally happening within the report section. This does not affect the scorecard since the information saves, but it might be worth looking into it. These errors are minor crashes fixed with a refresh on the website. Review collected by and hosted on G2.com.

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

Scorebuddy is helping with efficiency on the QA department with easy-to-use, organized and fast-paced scorecards. The ability to generate quality reviews for the agents effortlessly is impressive and has saved us a lot of time. Review collected by and hosted on G2.com.

Response from Robyn McGinn of Scorebuddy

Hi Alexis, 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.

Regarding your feedback about 'minor bugs and errors', we will pass this on to our product team so they can take it into consideration for future enhancements.

Verified User in Financial Services
UF
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

the dashboard presentation is very easy to follow.

Also the email reminder to complete the review is very helpfull. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There is no inbuilt RCA format on this platform and this needs to be done from outside and record keeping is becoming tedious. Review collected by and hosted on G2.com.

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

It is helping with the QA checks to built the scorecards as well as maintain the quality data for the team. Review collected by and hosted on G2.com.

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

Easy for our company to amend questions

Option to go back and add comments following discussion with collegues

Good ability to generate reports to clearly see individuals progress Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Because of the nature of the quesitions it can be difficult to list every possible outcome for a scenario with more nuance, meaning that some of the multiple choice answers have to be broad with the expectation the marker has the specialist knowlege Review collected by and hosted on G2.com.

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

It is easy to identify my team members that are not hitting KPIs and are underperforming, and it then allows me to easily manage their progress and track this using the reporting functions, whilst recording any conversations we have about the scores. Review collected by and hosted on G2.com.

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

Its userbility and simplicity. It's extremely useful for maintaining compliance in a comany. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes Scorebuddy can be slightly tempremental. Review collected by and hosted on G2.com.

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

It is helping us improve overall call quality. Review collected by and hosted on G2.com.

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

Straight forward to use. Quick and hassle free Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There can be downtimes and while these are resolved quickly, they are an inconvenience. Review collected by and hosted on G2.com.

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

Agents have quick access to their scores which allows instant feedback and learning. Quick to score and save contacts and handy to be able to come back to a contact to continue later. Review collected by and hosted on G2.com.

HY
Mid-Market(51-1000 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?

The screens are user firednly and API integration is straight forward and documentation is avaialble to integrate data in scorebuddy easily. Creating an agent for data integration is also very easy and straight forward with option to provide access with necessary rights and screens. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Ability to deliver the reports directly to a mail or any other system to deliver the reports in a automated way. Resuage of the reports can be explained better to ensure users are using all the functionalities available. Review collected by and hosted on G2.com.

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

Rather creating the Quality assruanc ein excel and consolidating the data across multiple QA's it one place where the rules are set and easy to make the process end to end. Review collected by and hosted on G2.com.

Response from Robyn McGinn of Scorebuddy

Hi Harish, 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.

Regarding your feedback about 'being able to deliver reports directly to a mail or other system', we will pass this on to our product team so they can take it into consideration for future enhancements.

Verified User in Consumer Services
AC
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
(Original )Information
What do you like best about Scorebuddy?

The ability to make custom scorecards and to divide the reporting by scorecards, teams, channels, ect. How easy it is to update a scorecard. The calibration feature and user option allow us to collaborate with clients. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing as of yet, we have been very pleased. The support staff is quick to respond and they email our team about relevant training events and updates. Review collected by and hosted on G2.com.

Recommendations to others considering Scorebuddy:

This is a great platform that will help to monitor and improve your quality scores! Review collected by and hosted on G2.com.

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

It allows us to track not just agent quality performance but the performance of our coaching staff. We are able to compare metrics to ensure our agents have the correct support teams driving them. Review collected by and hosted on G2.com.

Response from Robyn McGinn of Scorebuddy

Hi, 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 be its best, and we are delighted to hear that it is doing this for you.

Verified User in Higher Education
UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

I like how the sections were compartamenalized to better understand the scoring. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I found most of it to be helpful. I would have liked to have known who the score was on without having to log in to find out. Review collected by and hosted on G2.com.

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

It was helping us identify areas of opportunity within QA Review collected by and hosted on G2.com.

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

Detail feedback is very helpful to understand Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There is no particular issue or feather. Review collected by and hosted on G2.com.

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

Improving customers satisfaction Review collected by and hosted on G2.com.

Verified User in Executive Office
UE
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

My experience with scorebuddy was outstanding. Aside from helping me to make my workloads easier, it's also helps me gained more knowledge and information that I can share to everyone. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There's nothig to dislike about it.

There's nothig to dislike about it.

There's nothig to dislike about it.

There's nothig to dislike about it.

There's nothig to dislike about it. Review collected by and hosted on G2.com.

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

It benefits me in a way that can make my works easier and better. Also it is very convenient and easily to use.

It benefits me in a way that can make my works easier and better. Also it is very convenient and easily to use. Review collected by and hosted on G2.com.

Response from Robyn McGinn of Scorebuddy

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.