Scorebuddy
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Scorebuddy Reviews & Product Details - Page 44

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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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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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Zaakiyah S.
ZS
Quality Assessor
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
(Original )
What do you like best about Scorebuddy?

The search bar, and I also like that I can pull associates stats from scorebuddy Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I think it could be less generalized though Review collected by and hosted on G2.com.

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

It is allowing supervisors to provide associates with feedback that can help them improve their performance. In overall it helps employees improve Review collected by and hosted on G2.com.

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Response from Lauren Kennedy of Scorebuddy
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Hi Zaakiyah

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 loving Scorebuddy and that we are helping to make your job just that bit easier.

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Verified User in Leisure, Travel & Tourism
UL
Enterprise(> 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?

Simple, easy to navigate, userfriendly, good layout Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I would like to have more easy charts, evolution trends etc Review collected by and hosted on G2.com.

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

It is solving our quality scores. We strive to achieve 100 in score and this tool works as an additional coach to improve our quality and be the best of the best. Review collected by and hosted on G2.com.

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BJ
Small-Business(50 or fewer 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 you can navigate the site easily to find what you are looking for. It is pretty intuitive while being able to run reports that are needed based off business needs. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Sometimes when running the reports its not as easy process to find which you are looking for, but you eventually get there and find the data you need and then it is easy to remember. Review collected by and hosted on G2.com.

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

Score buddy is allowing us to efficiently audit and provide feedback for our internal CS team. You can customize tour scorecards easily and as often as you'd like. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi Blair, 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.

In relation to difficult process in running reports, if you contact your Customer Success Executive, they will be able to provide you with assistance and guide you through the areas that you are finding difficult.

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Verified User in Individual & Family Services
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?

It is simple and straigt forward. Very agent friendly. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It is not editable where I could add additional categories I may find an agent struggling in and could pinpoint. Review collected by and hosted on G2.com.

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

It breaks down errors and areas for improvement our agents can focus on. 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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Validated Reviewer
Verified Current User
Review source: Organic
(Original )Information
What do you like best about Scorebuddy?

The host application as a stand-alone application offers a good manually controlled application for a quality assurance platform to build assessment scorecards and metrics tracking. The host application offers a detailed and easy-to-use GUI for building out your assessment scorecards with abilities to set question weighting, auto-fail prioritizations, and a large number of reports for metric tracking. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Lacking extensive user and support documentation build out on the customer knowledge base. Support on issues and escalations can be challenging. Application integrations are invasive requiring installation in your host CRM system so Scorebuddy performs as applets inside of your CRM instead of running in parallel creating confusion about where a root cause of issues might exist. Review collected by and hosted on G2.com.

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

Provides me with a platform for which to build my company's quality assurance platform for our customer support and service delivery. This supports our objectives to deliver consistent world class support services to our customers and assist in developing our global workforce. 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 loving Scorebuddy and that we are helping to make your job just that bit easier.

Regarding your feedback about lacking extensive user and support documentation build out on the customer knowledge base, 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 Telecommunications
UT
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 has made marking and coaching my team very easy. It is a straightforward platform to use and gives you many options for customisation and creating your perfect scorecards. Scorebuddy has allowed me to develop my skills within quality monitoring and ensure my reporting at the end of the month is accurate and easy to export. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Without the coaching from the fantastic team at scorebuddy, the analytics section can seem quite daunting. However, once you know how this works, it is a brilliant tool for reporting, which I use every month to monitor my team. Review collected by and hosted on G2.com.

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

Scorebuddy allows me to score calls in a way that was not possible before by enabling me to create a specific scorecard for the business which covers all the criteria required. Scorebuddy also makes the agents' lives easier, with the simple navigation but equality of the detail that it allows them to view within the scorecard itself. Scorebuddy has created a professional environment within the businesses and permitted development for the teams, which was not possible before. 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 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.

Helpful?
Share
Admin Approval Link
Verified User in Airlines/Aviation
AA
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?

Easy to work on as provide clear information to navigate Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Request 1X1 as can provide a Clicks option to do the same. Review collected by and hosted on G2.com.

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

Scorebuddy assist to check for agents quality performance and review the same so this can be used as future guidance and track details. Review collected by and hosted on G2.com.

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Helpful?
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Kavissen K.
KK
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

The user friendly interface makes it easy to navigate and easy to manipulate tasks. As well, for scoring, it is very straight forward to use. Reports are easy to find. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Could have more option for example to assign different goals. Review collected by and hosted on G2.com.

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

Ease of scoring and evaluating staffs. Review collected by and hosted on G2.com.

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Helpful?
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Ryan (RyanGa) G.
RG
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
(Original )Information
What do you like best about Scorebuddy?

I like how detailed each line item to help user to understand better the processes Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Honestly I need maybe need to see other features of the link for me to state such dislike, as of everything is good Review collected by and hosted on G2.com.

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

Processes in regards the program Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi Ryan, 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
Verified User in Financial Services
AF
Enterprise(> 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?

It works without having issues and is easy to navigate Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

The filtering is not so good, when you have a search performed and apply a flter you have to start again Review collected by and hosted on G2.com.

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

Helping to see patterns in staff and assist with coaching in area's they score weak in. Review collected by and hosted on G2.com.

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