Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 41

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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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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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AM
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?

The parameters are very straight forward. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Widen the boxes to easily read the parameters Review collected by and hosted on G2.com.

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

WE can easily root cause agents calls and can easily create solutions Review collected by and hosted on G2.com.

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

I do like that the platform can be customized depending on each project's needs, it's light and easy to use. Also, I do like you can give different -out of Role Ad Hoc permissions t Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It's not a dislike per se but I would really like a "live monitoring" feature in which the QA could Send an Invitation to the Agent and they could watch the Agents Screen Live to see how they handle the case internally as well Review collected by and hosted on G2.com.

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

It will increase the volume of monitoring and have a personalized space for Agent and QAs to keep track and record Review collected by and hosted on G2.com.

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Mark Anderson (AndiT) T.
MT
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

THE ACCESSIBILITY OF THE SCORE BUDDY IS AMAZING. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

NONE THERE IS NOTHING WRONG WITH SCORE BUDDY Review collected by and hosted on G2.com.

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

IT BENEFITS ME BY LEARNING THE OPPORTUNITIES FROM MY CALL AUDITS. Review collected by and hosted on G2.com.

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Verified User in Telecommunications
AT
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?

Very easy to use, lots of bespoke reporting, great dashboards, just all round a good system. Great staff to help with any queries or ideas also. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

No downsides we have come across in the past 12 months + Review collected by and hosted on G2.com.

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

Our internal system broke and we came to SB for an interim purpose and are still here using it as it fulfils what wee need right now. Review collected by and hosted on G2.com.

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

Very User Friendly with all the Comments shared by the auditor Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

One thing which I would like to bring into attention is, If Agents can view the complete dashboard and can view the aggregate score as well for total performance that would be very nice. Review collected by and hosted on G2.com.

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

Scorebuddy is used to do the Quality audits and agents can view the shared feedback and their scores. Review collected by and hosted on G2.com.

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Verified User in Telecommunications
UT
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?

Scorebuddy tends to be straightforward to use, allow a good level of customisation and tracking of responses over time. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes I have encountered errors on my homepage or as an agent using the platform where scores are not shown historically or hard to review. Review collected by and hosted on G2.com.

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

Tracking QA on calls over time for agents across different call types, and identifying areas where additional support is needed. Review collected by and hosted on G2.com.

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Francis (FrancisG) G.
FG
Enterprise(> 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?

It's simplicity and it is easy to use. So I like it. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing in particular it serves its purpose. Review collected by and hosted on G2.com.

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

For quality assurance purposes. Review collected by and hosted on G2.com.

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Verified User in Airlines/Aviation
UA
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
What do you like best about Scorebuddy?

Interaction IDs can be displayed while scoring Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Inbox should give total no. of evaluation and score Review collected by and hosted on G2.com.

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

Process improvement Review collected by and hosted on G2.com.

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

the ease with which calls can be heard and how they can be evaluated, in addition to the score history makes it easy to interact with the areas of opportunities. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

the interface seemed somewhat complex and overwhelming. Navigating through the various sections and options proved to be a bit confusing at times, and I often found myself searching for specific features or struggling to understand how certain functionalities worked. Review collected by and hosted on G2.com.

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

Difficulty in tracking and analyzing data: ScoreBuddy helped me simplify the tracking and analysis of evaluation data. It centralized all scores and feedback, making it easy to access and review historical data, identify trends, and generate insightful reports. ScoreBuddy ensures consistency and standardization in evaluations by providing predefined criteria, scoring templates, and guidelines. This helps maintain fairness and accuracy across evaluations, reducing subjectivity and potential bias. 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. 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.

In relation to your feedback on the interface being complex and overwhelming, if you contact your Customer Success Executive, they will be able to provide you with assistance and guide you through the system.

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Verified User in Leisure, Travel & Tourism
UL
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?

Easy to navigate and user friendly. Good product with ample features. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The load time at times could be a little long. Review collected by and hosted on G2.com.

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

Eliminates the need to maintain multiple documents when sharing QA scores with the team. Also, having the 1:1 option for the agents is a time saver as it allows us to handle disputes real time. Review collected by and hosted on G2.com.

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