Scorebuddy now listed as Premium Client App on Genesys’ AppFoundry Marketplace
Dublin, Ireland – December, 2024 – As part of the growing partnership between the two organizations, Scorebuddy is now listed on Genesys’ AppFoundry Marketplace, giving a wider customer base access to its AI-powered quality assurance solution for contact centers.
Customers who integrate Scorebuddy’s enterprise quality assurance solution with the Genesys cloud infrastructure will be able to expand their QA function, enhance operational efficiency, and improve customer experience.
- Deep integration: The Scorebuddy-Genesys connector can access all available Genesys channels including voice, chat, screen recordings, and more. This allows users to leverage rich customer interaction data for a more targeted QA process. Integration with third-party helpdesks and live chat is also supported.
- GenAI Auto Scoring: Scorebuddy’s GenAI Auto Scoring function enables users to automatically evaluate up to 100% of interactions, significantly reducing time per evaluation, eliminating hours of manual work, and uncovering deeper insights into the customer experience. The auto-scoring criteria is fully configurable, putting the power of AI in the hands of the end user.
- Customizable scorecards: Offering the most flexible scorecard builder on the market, Scorebuddy gives users total control over the scorecard creation process with configurable questions and comments, unlimited answer options, adjustable score weighting, and more.
- Multi-level reporting: Advanced QA reporting functionality (and an optional business intelligence add-on) uncovers actionable insights into team and individual performance at every level of the business, empowering better root cause analysis and data-driven decision-making.
- Automated workflows: Thanks to powerful, automated quality assurance workflows, including multiple scorecards, users can accelerate their QA process without limiting impact or accuracy.
Scorebuddy’s seamless integration with Genesys Cloud also supports auto-fail criteria and critical fail measures in scorecards, targeted scorecard and evaluator assignment for specific groups, the ability to search calls based on custom attributes, and much more.
Learn more about Scorebuddy here.
About Scorebuddy
Scorebuddy is a market-leading contact center quality assurance platform that uses embedded AI solutions, combined with conversion analytics, to help businesses boost customer experience, engage agents, and leverage rich data to deliver valuable insights.
About Genesys
Genesys empowers organizations to improve loyalty and business outcomes. Using Genesys Cloud, the leading AI-powered experience organization platform, it delivers personalized experiences at scale and accelerates growth.
