100% Interaction Analysis: The Ultimate Compliance Safety Net for Financial Services

Ensure regulatory compliance across every aspect of your contact center operations with custom scorecards, 100% interaction analysis, targeted coaching, and more.

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AI-Powered QA & Compliance for Financial Services

Tailored solutions for financial services

Challenge

Solution

Increasing regulatory demands

Increasingly complex regulations and customer care responsibilities, and the rising threat of fraud, mean compliance is top priority. Any slip-up, including undetected fraudulent activities, could lead to severe financial and reputational damage.

Automated AI compliance coverage

Scale your QA to analyze 100% of interactions with AI. Catch lapses, including suspicious phrases and potential fraud, to avoid financial losses. Build custom compliance scorecards with auto-fail rules. Prevent errors with targeted compliance coaching.

Persistent agent attrition

With complex back-office processes and a demanding QA function (plus a lack of development opportunities) agent attrition is rising. Not to mention the growth of AI driving job displacement fears.

Tailored, data-backed coaching

Deliver agent feedback faster via personalized dashboards to maximize impact. Tailor coaching based on AI insights. Drive agent upskilling with a fully featured LMS.

Difficulty finding QA insights

Fintechs have mastered data analytics to seize a competitive edge. Those stuck with legacy QA tools are lagging behind and missing growth opportunities.

Unrivaled QA reporting

Build custom reports to uncover insights about CX, agent performance, process efficiency, and more. Break down data silos with seamless integrations.

What's the Role of AI in Contact Center Compliance?

In this webinar, a panel of industry experts discuss the new compliance challenges in 2024—and where AI comes into play.

Our Financial Services Track Record

How Sanlam Increased the Quality of Their Client Resolution Center & Customer Satisfaction with Scorebuddy

How Tide Automated Quality Assurance and Improved Operational Efficiency with Scorebuddy

How Premia Solutions Used Scorebuddy to Streamline QA and Improve Agent Training

See all case studies here

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Why CX Matters More for Financial Services

This white paper explores how financial services providers can use tech innovation to ensure regulatory compliance, manage omnichannel CX, and optimize the customer journey.

Get the white paper now

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Our Financial Services Customers

'Scorebuddy offers an amazing way to keep track of performance'

What do you like best about Scorebuddy?

I enjoy the many possibilities it offers for easier learning.

Enterprise Financial Services Customer

‘Easy and Seamless’

What do you like best about Scorebuddy?

Scorebuddy is a one-stop shop, everything that I need to make my job easy and seamless is on Scorebuddy and information is never lost because I am able to backtrack should I require information about an agent from years or months back

Mid-Market Financial Services Customer

‘Scorebuddy has been a game changer for our company'

What do you like best about Scorebuddy?

The ever changing legal and regulatory rules and obligations have been a constant battle to keep our staff up to date and following. Scorebuddy allows us to leverage QA to improve those areas.

Curtis K, Mid-Market Financial Services Customer

Finance Customers

FAQ

Can you provide audit trails and reports to demonstrate compliance to regulators?

Yes, Scorebuddy’s analytics and reporting tools provide an easily accessible compliance audit trail, illustrating due diligence to regulators. You can build reports specifically aligned to your regulator requirements and even highlight how you’ve implemented targeted coaching to meet previously identified risks.

Our business intelligence add-on takes it a step further, allowing for drag-and-drop report-building and easy sharing with stakeholders—even if they don’t have access to Scorebuddy.

How customizable are your scorecards? Can I tailor them to specific regulations or internal quality standards?

Our scorecard builder offers the most extensive customization options on the market. You can design tailored scorecards to ensure adherence with specific regulatory demands and internal quality standards—and then segment by agent, team, department, and more.

Choose from numeric, non-numeric, and pass/fail formats so you can evaluate both the quantitative and qualitative aspects of any interaction. Build in auto-fail criteria to ensure no compliance lapse goes unnoticed.

How do you use AI and how can it support our compliance efforts?

Rising interaction volumes are creating additional opportunities for compliance lapses. Scorebuddy safeguards against this added risk with embedded AI features constantly monitoring all your interactions:

100% interaction analysis: Automatically detect patterns that could result in regulatory violations, as well as specific instances of agent noncompliance.
Automated sentiment analysis: Flag emotionally charged conversations that may indicate compliance red flags.
AI topic detection: Categorize interactions to pinpoint topics associated with compliance issues.
GPT auto-scoring: Eliminate hours of manual work and tailor auto-scoring criteria to meet your specific compliance requirements.

How much does Scorebuddy cost?

Details of our different plans are available here. You can view the features included with our Business and Enterprise plans, as well as details of optional add-ons like Scorebuddy BI, Scorebuddy Coaching, and our integrated, fully featured learning management system.

How does the trial process work?

You book a meeting and tell us about your needs and challenges. Using this information, we design a custom trial just for you. You’ll have a dedicated account manager throughout the entire process and full access to our QA solution. At the end of the trial period, we’ll catch up and see how it went.

Is Scorebuddy ISO 27001 certified?

Yes, Scorebuddy is fully ISO27001 certified. You can read full details of our security and data usage practices here.