Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 35

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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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PN
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?

I like that Scorebuddy is very user-friendly and simple to navigate. I like the analytics features of Scorebuddy as well. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I can't think of anything that I dislike about Scorebuddy. Review collected by and hosted on G2.com.

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

Scorebuddy allows us to Quality Assess our agents and provide them with meaningful feedback. Scorebuddy is vital for us to use as Quality Assessors. Review collected by and hosted on G2.com.

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ZT
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's elaborate and detailed features that are easy to use and understand. Eassily access anywhere. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

None so far because I find it very useful and helpful. Review collected by and hosted on G2.com.

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

It helps me track my quality score, which keeps me updated. This helps me to better my performance in every review and scored monitoring I got. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Zaldie, 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.

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Verified User in Financial Services
UF
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

I enjoy the many possibilities it offers for easier learning. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes Scorebuddy takes a longer time to load. Review collected by and hosted on G2.com.

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

It provides our QA scores efficiently. Review collected by and hosted on G2.com.

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Verified User in Consumer Services
AC
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

Simple and userfirnedly interface and the fact that it gives view over everything Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Report section needs improvement as some reports are not providing enough visibility Review collected by and hosted on G2.com.

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

They are working on improving their reporting currently which is exactly what we need Review collected by and hosted on G2.com.

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Feroz K.
FK
Senior Frontend Engineer
Small-Business(50 or fewer 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?

Mainly I like the scorecard part of the application because it's the heart of the application. UI and UX are very user-friendly for the users, and the more options for the scorecard are beautifully designed Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

In the analytics module, breadcrumbs are incorrect on the result details page. For example if I landed to result details page from the 4.4 main pages, then it should show the breadcrumb for 4.4, but it showing 1.2 Review collected by and hosted on G2.com.

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

It's helpful to track and analyze our agent performance for the BPO organization Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Feroz, thank you for taking the time to share your thoughts on Scorebuddy. Regarding your feedback about the analytics module breadcrumbs being incorrect on the result details page, 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 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
(Original )Information
What do you like best about Scorebuddy?

I like to see the % for my team it's easy to navigate Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes it would be better to. Be able to download my own team performance only instead of everyone's Review collected by and hosted on G2.com.

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

Identifying training needs and knowledge gaps in my team Review collected by and hosted on G2.com.

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Verified User in Higher Education
UH
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
(Original )
What do you like best about Scorebuddy?

I think feedback is crutial to creating a consistant team. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I think it may seem harsh to some who are really hero's overall to their department Review collected by and hosted on G2.com.

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

I would hope more serious issues of misadvisement or poor quality service Review collected by and hosted on G2.com.

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Chamyra H _.
C_
Care Coach Supervisor
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

Scorebuddy analytics has been one of the most valuable features within the system. It allows me to pull all different types of reporting to gauge how the agents and teams are doing and to offer additional support in areas of opportunity. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

For me, there have not been any downsides to using Scorebuddy. All these features help my organization understand where our opportunities lie to offer practical strategies and support for improvement. Review collected by and hosted on G2.com.

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

Having a system to track the progress of our agents and see what type of experience our customers have. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi Chamyra, 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 Computer & Network Security
AC
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Scorebuddy?

Many customization options, fast working, almost never lags. Great reports options, well designed and user friendly.

Notifications working well, many options to cusotmize those as well. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

There should be more options regarding data privacy. When pulling up a report, being able to hide users name would be very benefical. Some reports have to be shared with outside clients. Review collected by and hosted on G2.com.

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

Scorebuddy allows us to give a insightfull feedback to our call center agents. All the scores are then stored in a user fridnly format allowing to pull the data easly. Review collected by and hosted on G2.com.

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Verified User in Consumer Services
AC
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 ability to provide guided feedback to employees. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I wish there were an easier way to review all of your previous scores. Review collected by and hosted on G2.com.

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

It allows us to coach our employees in a productive way and keep track of their progress. Review collected by and hosted on G2.com.

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