About Scorebuddy

Scorebuddy is the only All-in-One Contact Center Quality Management platform for scoring, reporting and automatically analyzing customer interactions; flexible scorecards, integrated surveys, rich dashboards, AI text analytics as well as Learning & Development solutions, integrated in one platform sold as bundles; or purchased as stand-alone solutions. Design scorecards, use analytics to automatically uncover drivers of customer sentiment, deliver CSAT/NPS surveys and / or assign agents to relevant courses to fill knowledge gaps. Solutions are sold separately for organizations who have fewer agents or just getting started and as a comprehensive platform for Enterprise users. Take your quality management program to the next level. A 30 day free trial is available.

Key benefits of Scorebuddy

Improve agent performance.
Analyze customer interactions.
Increase CSAT / NPS.
Send integrated branded surveys to customers.
Save time scoring and reporting.
Assign courses through an integrated Learning & Development platform.
Increase employee engagement.
Reduce customer churn.
Determine root causes.

Devices

Business size

S M L

Markets

Australia, Canada, China, Germany, United Kingdom and 3 others, India, Japan, United States

Supported Languages

English

Images

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Scorebuddy video
Scorebuddy video
Scorebuddy screenshot: Scorebuddy screenshot: Scorebuddy screenshot:

Features

Total features of Scorebuddy: 21

  • API
  • Alerts / Escalation
  • Alerts/Notifications
  • Audit Management
  • Blended Learning
  • Call Center Management
  • Call Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Corrective and Preventive Actions (CAPA)
  • Customer Service Analytics
  • Defect Tracking
  • Employee Activity Monitoring
  • Employee Email Monitoring
  • Learning Management
  • Productivity Analysis
  • Reporting/Analytics
  • Supplier Quality Control
  • Surveys & Feedback
  • Task/Project Tracking
  • Training Management

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Reviews

Overall rating

4,5 /5
(40)
Value for Money
4,6/5
Features
4,4/5
Ease of Use
4,6/5
Customer Support
4,8/5

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Showing 5 reviews of 40
Govindraj S.
Overall rating
  • Industry: Entertainment
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great quality interaction tool

Reviewed on 2020/07/27

We were using COPC quality model using a Excel sheet however the reporting and analysis was a...

We were using COPC quality model using a Excel sheet however the reporting and analysis was a signficant challenge. So we decided to try Scorebuddy and it meet our needs and requirement and we are able to successfully use this software in identifying interaction quality issues and thereby share feedback to the support agent. It is a great support. I have never searched for other software so far becasue it is meeting our business requirement at this point. Also special thanks to Scorebuddy Account rep [SENSITIVE CONTENT HIDDEN] because she ensured that in the COVID19 pandemic a good discount was given to us. A great customer support. Whenever you need help they will respond you immediately.....

Pros

I was able to customize our quality requirements with the help of Scorebuddy. The best part of scorebuddy is the Insight reports which gives the company a clear snapshot about the areas where the Agent needs an improvements. The section feature enabled us to break down our quality parameters into 3 segments which was our actually Quality interaction requirements. Also the Cause by staff trend report helps to identify in which area the Support Agent needs improvements.

Cons

I think the software should also allow us to create a "Balanced Score card report" where the company should be able to add the monthly KPI as a Goal and the snapshot should show to Agents as an aggregate performance.

Also the Performance Management feature should be implemented, so that Support Agent can get an idea about the overall Monthly and Yearly perofrmance.

Paul L.
Overall rating
  • Industry: Financial Services
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great software, very intuitive

Reviewed on 2020/08/04

We have managed to reduce our average handling times for quality monitoring, as the software...

We have managed to reduce our average handling times for quality monitoring, as the software enables us to automate more of the process which was previously conducted using Excel tools. The customer service prior to, during and since setup has been excellent, our account managers are always quickly available when we need them.

Pros

The software is very intuitive and user-friendly. It was very easy for all staff who use the product, whether in management, business analyst or quality monitoring roles, to familiarise themselves with the features quickly and start using it.

Cons

Infrequent error messages saying that a feature is temporarily unavailable, however these are normally fixed if you just reattempt the process

Holly B.
Overall rating
  • Industry: E-Learning
  • Company size: 10 000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Ok product

Reviewed on 2020/01/13

Overall it is an Okay product. I'm not sure what other software would compare

Overall it is an Okay product. I'm not sure what other software would compare

Pros

I like that you can log in and view your scores and updates for your company. I also like that it is easy to access.

Cons

I don't like that it takes forever to load and crashes a lot. It is very hard to use when this happens.

Wendy W.
Overall rating
  • Industry: Utilities
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Its so easy to use

Reviewed on 2019/10/24

Scorebuddy is so user friendly. It is easy to learn and very easy to navigate the system. The built...

Scorebuddy is so user friendly. It is easy to learn and very easy to navigate the system. The built in reporting functions are ideal and simple.

Pros

Scorebuddy is so easy to use, it is easy to create scorecards and maintain the users on the system

Cons

The only thing I would like to be able to do is snapshots for each question but for multiple scorecards at once which would be very useful when reporting on which questions are getting scored down.

Ben R.
Overall rating
  • Industry: Sports
  • Company size: 501-1 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

The better alternative to spreadsheets!

Reviewed on 2020/08/06

We use Scorebuddy to provide our agents with weekly ratings (filled out scorecards that they can...

We use Scorebuddy to provide our agents with weekly ratings (filled out scorecards that they can review and comment). This is for quality control as well as for the further development of the agents. On the other hand, we identify the need for improvement in our processes and training needs within the team. Scorebuddy is a great help to us in this process. When I think back to the spreadsheets, I can't imagine going back to that time. I really like the knowledge capture and the support. The reply time of the support employees was really great so far!

Pros

I very much like the fact that with the help of the Zendesk integration we can achieve a comprehensive and comprehensible evaluation of the interactions of our agents.

Cons

A few times the platform was not accessible. However, I would like to point out that this may partly also be due to problems on my side and that the unavailability is within an absolutely tolerable range. I think it is within the range that can happen with any online-based platform.

Showing 5 reviews of 40 Read all reviews

Scorebuddy FAQs

Below are some frequently asked questions for Scorebuddy.

Scorebuddy offers the following pricing plans:

  • Starting from: US$12,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Scorebuddy is charged based on the number of users on the system in the month, and with tiered pricing. There are three Packages to chose from, Essential (core features to get started today), Elite (offering the full Engagement Suite) or Enterprise (all access suite incl. Deep Dive Analytics). DashboardFull feature comparison can be viewed here https://scorebuddyqa.com/us/pricing/

We do not have any information about Scorebuddy features

Scorebuddy has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Scorebuddy supports the following languages:

English

Scorebuddy supports the following devices:

Android (Mobile)

Scorebuddy integrates with the following applications:

Five9, Salesforce Service Cloud, Talkdesk, Zendesk

Scorebuddy offers the following support options:

Email/Help Desk, FAQs/Forum, Phone Support, Chat

Related categories

See all software categories found for Scorebuddy.