Scorebuddy
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Scorebuddy Reviews & Product Details - Page 46

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

Scorebuddy helps to centralize all of our quality initiatives in one place with seamless scorecards that provide an easy to use format. I also love that the website has a user-friendly interface for both our Quality agents as well as the folks getting scored. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I wish the reports were more customizable and had more filters that were specific to our scorecards. Specifically when it comes to the different teams and sections that are available to filter from. Review collected by and hosted on G2.com.

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

Scorebuddy centralized our quality processes, across multiple contact points, all in one location so that our Quality Team could monitor multiple channels, lines of business and all of our agents. It provides one simple site so we don't have to use different programs to accomplish the same task. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Jennifer, thank you for taking the time to share your thoughts on Scorebuddy. Regarding your feedback about more customisable reporting and more scorecard filters, 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 Financial Services
AF
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?

Simplicity - a piece of software that save time and also provides rewards it's fantastic Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing it's fantastic I don't have anything bad to say Review collected by and hosted on G2.com.

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

It helps to keep everything in one place makes is so simple to deal with compliance 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: G2 invite on behalf of seller
Incentivized Review
What do you like best about Scorebuddy?

Reports, easy access to all kind of reports. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Analytics - the user experience should be better, easier to produce any analitical reports with one click. Review collected by and hosted on G2.com.

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

QA for all agents, improving QA tghrou sets of scorecards, improving QA by checking analytics tool. Review collected by and hosted on G2.com.

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

It is a very helpful site in order to get scores on a regular basis and it is easy to know and access this website. It is user friendly. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing, everything works well on this website. Review collected by and hosted on G2.com.

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

It helps me to see my daily scores and it is very helpful Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Meet, 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 Telecommunications
UT
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Organic
What do you like best about Scorebuddy?

We are using scorebuddy at our organisation and its great, ease of use and easy implementation. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

None so far what I can see or tell...... Review collected by and hosted on G2.com.

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

Scorebuddy for scoring our staff Review collected by and hosted on G2.com.

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

It breaks down each and every category so that a call can be assessed. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I don't have negatives to say about it as it works for me in my role. Review collected by and hosted on G2.com.

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

It is giving a more details account of call audits Review collected by and hosted on G2.com.

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Portia G.
PG
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?

I love the ability to quickly filter search results by QA agent and teams/score cards. I love that we can add tags for visibility on items we'd like to track and trends we want to report. THe graphs and causes categories are also so helpful when it comes to 1:1 coaching with agents. I love working within ScoreBuddy Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I would appreciate notifications when an agent asks for a 1:1 or wants to dispute a score. Review collected by and hosted on G2.com.

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

tracking trends and causes and recognizing calls QA'd by client Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi Portia, 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 receiving notifications when an agent requests a 1:1, if you contact your Customer Success Executive, they will be able to provide you with assistance and guide you through the notification options that are available for 1:1 requests.

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

it's easy to understand and help me improved my performance consistency and engagement in overall performance. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

none so far, because it so useful for me. Review collected by and hosted on G2.com.

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

It let's me know my misopportunities and how to overcome it. Review collected by and hosted on G2.com.

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Helpful?
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Verified User in Telecommunications
UT
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?

How easy and efficient it's to do monthly quality assessments using Zendesk. Also is handy for agents to see their results instantly, and comment on each case if there is a concern. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

So far I like the way the software works, it would be useful to see in the dashboard a better display of top agents highlighted. Review collected by and hosted on G2.com.

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

It has saved us a lot of time in assessing the quality of our service and interaction with our agents. 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 Marketing and Advertising
AM
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 drop down options make it easy to choose from. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Its to simple and subjective. It does not allow much wiggle room. Review collected by and hosted on G2.com.

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

It is intended to guage overall quality but it does not seem to meet our needs Review collected by and hosted on G2.com.

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