Best Zendesk QA Alternative for Quality Assurance

Zendesk QA works well for younger organizations, but Scorebuddy is designed to support both smaller organizations and the complex needs of large contact centers.

Zendesk QA offers limited workflow capabilities—Scorebuddy automates the entire work assignments process, so QA evaluators can quickly find and audit interactions. When you have 50+ evaluators, this is critical.

Plus, Scorebuddy can audit your non-Zendesk customer engagement channels: Intercom, Salesforce, Amazon Connect, LivePerson, Livechat, Genesys, Five9 and many more.

Zendesk QA is limited for complex organizational structures—Scorebuddy is designed to support businesses of any size, including contact centers with separate global branches, BPOs with multiple clients, and clients with multiple BPOs.

With Scorebuddy, you can segment groups and teams so users of one organization cannot see results from another, while you retain admin control of all clients in one instance.

Scorebuddy provides the native data segregation required in these environments, using flexible QA tools, so you can reallocate resources to meet evolving client needs.

Our scorecard builder offers greater customization than Zendesk QA. Build scorecards for any goal, from CX to compliance, using numeric, non-numeric, and pass/fail formats, as well as flexible question weighting and auto-fail prioritization.

Deploy uniform scorecards for consistent evaluations, or target specific teams & agents with tailored designs.

Scorebuddy’s personalized agent dashboard provides greater configurability and functionality than Zendesk QA. With bespoke dashboards for each agent, you can highlight quality scores and deliver coaching tips directly.

This is a proven way to maximize agent engagement—leading to better performance and reduced churn.

Scorebuddy BI is the market-leading QA reporting solution. No other vendor matches the detail of our out-of-the-box reports. You can create any QA report or dashboard in minutes, with much greater customization and usability than Zendesk explore.

Our customers compare the quality and flexibility of Scorebuddy BI to what their own BI teams could produce. The difference? With us, they can easily do it themselves—no BI expert required.

Automate your quality assurance for 100% coverage, lower costs and faster insights. With unmatched accuracy and configurability, Scorebuddy puts the power of AI in the hands of customers.

Empower your human evaluators with AI and free them up to focus on more complex, rewarding work.

Scorebuddy offers more out-of-the-box reporting options than Zendesk QA, so you can immediately identify compliance gaps and take swift action to safeguard against potential legal, financial, and reputational repercussions.

Automate compliance monitoring to receive breach alerts and maintain a compliance audit trail.

Scorebuddy is the only quality assurance platform that comes with an integrated, fully featured learning management system, so you can deliver engaging, targeted training without having to transfer data or jump between platforms.

Link training directly to QA so agents can apply their learnings in real-world scenarios.