Scorebuddy
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4.5 out of 5 stars
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Scorebuddy Reviews & Product Details - Page 9

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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
Verified User
E
Verified UserMid-Market (51-1000 emp.)
4.5 out of 5
"Survey"
User Friendly and easy to understand what are things need to improve.
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.
Play Scorebuddy review by Gregory G.
Score Buddy - A Useful QA Tool
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688 Scorebuddy Reviews

4.5 out of 5
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688 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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KB
Chat representative
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?

This app is so easy to use. I did not have any hard time navigating it. It's also a very nice tool even for beginners. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing since it's a really good tool and helped me a lot Review collected by and hosted on G2.com.

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

Consolidated and easy to analize scoring, which helps us improve our call quality. Review collected by and hosted on G2.com.

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Verified User in Computer & Network Security
UC
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?

It's easy to understand and follow. User friendly. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I feel that we must adapt to technological advances and implement new, more automated functionalities. Review collected by and hosted on G2.com.

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

Monitoring of good follow-up of processes by call center agents Review collected by and hosted on G2.com.

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SM
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?

Its great to see the growth with scorebuddy and consitently looking to improve their business and product, we recently started a pilot with theitr new Coaching addon, so far it is looking great and will save so much time for teamleads. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Not much to dislike, they are just very likeable. Review collected by and hosted on G2.com.

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

Currently we are broading our horizons woth scorebuddy and looking and testing theitr coaching addon feature, with this we hope to make a huge effciency impact on the owrkload for Teamleads. Review collected by and hosted on G2.com.

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Tom A.
TA
Customer Services - Team Manager
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
What do you like best about Scorebuddy?

Can use Scorebuddy to cater reviews; in customer services it's a great way of gauging and scoring an individual's process score. Also used to gauge whether a group's view or knowledge is aligned. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

It can be difficult to navigate and a lot of fuss/effort with filtering criteria. Review collected by and hosted on G2.com.

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

We can identify where the contact center both excels and lacks, whether it's as a collective or for an individual; specifically identifying where we can improve. Review collected by and hosted on G2.com.

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

I like everything and the way it posts the information is fantastic! It has improved and became extra useful than ever. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Nothing, everything is so good and helpful with the use of Scorebuddy. and it is Constantly improving for the better usage. Review collected by and hosted on G2.com.

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

Scoring Quality of calls and showing it through graphs to easily understand the results . It also posts updates whenever there is a new scores available. That benefits me alot by saving time from checking it from time to time and it avoids to forget something. It is accurate and as a user it is solving the opportunities being found on the calls being audited. Please keep up your good work for us. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
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Hi Arminda, 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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DM
sales controller
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 think the ease of use within Scorebuddy is great. You can quickly see where your agents are in terms of progession or areas for improvement. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I can't really think of something I dislike about Scorebuddy. I do have ex team members still on my dashboard but that isn't a scorebuddy issue itself. Review collected by and hosted on G2.com.

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

We are tracked on call quality and GDPR. Scorebuddy gives a quick but informative overview of an agents call and shows us where we can improve. Review collected by and hosted on G2.com.

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Sean B.
SB
S
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?

The customer service is fantastic and the app is customizable to your needs. I like the fact that reports can be pulled and data anlalytics can be created based on the metrics. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Im not sure Id call it a downside, I will need more training on the tools that scorebuddy provides like the metrics and reporting. These are on my goals for 2024 Review collected by and hosted on G2.com.

Recommendations to others considering Scorebuddy:

We have been using scorebuddy for over 5 years now and we highly recommend it! Review collected by and hosted on G2.com.

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

I have a team in which we use scorebuddy to gauge how well the team is doing, in other words, our major use of scorebuddy is to audit the team's tickets and phone calls. Providing scores and averaged that can turn into bonuses for the analysts. Review collected by and hosted on G2.com.

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Response from Harry McIntyre of Scorebuddy
Editedit

Hi Sean, thank you for feedback. It's great knowing that we are making your job easier.

We'd be happy to show you more of what Scorebuddy can do this year. Just reach out to your Customer Success Executive when you are ready.

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Willie H.
WH
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 love the dashboard feature and sending kudos to agents that receive exceptional scores in their audits. I also love the new options for analytics that has been helpful with compiling data Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

When running reports, the ability to filter on a group of specific individuals is not available. The data will need to exported to excel or a similar program. Review collected by and hosted on G2.com.

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

I am able to find trends using causes that helps us to identify areas where our agents are struggling. Review collected by and hosted on G2.com.

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Response from Robyn McGinn of Scorebuddy
Editedit

Hi Willie, thank you for feedback. We are delighted to hear you are enjoying Scorebuddy.

Regarding your feedback about being able to run reports on specific groups of individuals, we will pass this on to our product team so they can take it into consideration for future enhancements.

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David T.
DT
Volunteer Marketing Committee Boardmember
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Scorebuddy?

It's very intuitive to novice and experienced users Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

I think there is nothing that can't be useful with score buddy Review collected by and hosted on G2.com.

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

Yes -- we were able to validate data Review collected by and hosted on G2.com.

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TM
Senior Digital Support Specialist
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
(Original )Information
What do you like best about Scorebuddy?

AI, Analytics, Reports and Conversational analytics. Review collected by and hosted on G2.com.

What do you dislike about Scorebuddy?

Not sufficient support and been expected to know the system even though I am not a Specialist. Review collected by and hosted on G2.com.

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

Contact Centre QA, ease of reporting and Sentiment analysis Review collected by and hosted on G2.com.

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