Scorebuddy is an AI-powered contact center quality assurance platform. You can use Scorebuddy to:

-Automate routine QA tasks
-Uncover additional insights into CX and agent performance
-Increase conversation audit coverage up to 100%

All of these features and more help to improve agent engagement, increase customer satisfaction (CSAT) scores, and scale the QA process without the need for additional hiring.

Typically, our customers see benefits like:

-Reduced manual QA workload thanks to AI automation
-Increased QA coverage, faster evaluation times, and quicker feedback loops
-Improved customer satisfaction scores in as little as six months
-Enhanced agent engagement via personalized dashboards and fast feedback
-Tailored coaching plans based on AI-driven insights

Scorebuddy has delivered proven ROI across 300+ contact centers and customer-facing organizations globally, with results like:

-60%+ reduction in manual QA
-70%+ increase in QA coverage
-3-7% CSAT increase within 6 months

Yes, Scorebuddy is completely flexible and scalable for contact centers of all sizes—across any industry. From small support teams to large multi-site contact centers, Scorebuddy is adaptable to meet the QA needs of any team and help you improve your service quality.

Scorebuddy serves a broad range of industries including (but not limited to):

-BPO
-Technology
-Financial Services
-Retail
-Betting and Gaming
-Healthcare
-Energy & Utilities
-Education
-Telecommunications

Our AI-powered contact center quality assurance platform is flexible to adapt to industry-specific QA requirements, regardless of your sector.

Looking for information about a specific industry? Check out our solutions by industry.

Yes, Scorebuddy is designed to support complex QA environments including multi-site, multi-language, and multi-brand contact centers. Scorecards, dashboards, and workflows are fully configurable and flexible to meet different department, team, group, and segment needs, while still maintaining unified oversight of contact center operations.

Yes, Scorebuddy offers both personalized demos and a free 2-week trial period so prospective users can get firsthand experience with the product. Visit our website to book a demo or sign up for a free trial.

Scorebuddy’s GenAI Auto Scoring automatically evaluates up to 100% of customer conversations based on your predefined scoring criteria. This removes a significant portion of the manual QA workload, freeing up evaluators to focus on more complex interactions, as well as agent coaching and strategic analysis. This hybrid approach involving both human and AI evaluators boosts QA coverage and operational efficiency while ensuring accuracy.

No, Scorebuddy’s AI solutions are designed to assist human evaluators in their work—not replace them. The AI is capable of automating routine scorecard questions, but human expertise will always be a critical part of the process for nuanced evaluations and personalized coaching.

Scorebuddy uses AI and conversation intelligence to analyze agent-customer conversations at scale, so you can easily detect any patterns, trends, or anomalies that may be impacting service quality and the customer experience. This approach to conversation analytics helps identify relevant coaching opportunities, uncover compliance risks, and better understand customer sentiment—all of which support proactive improvements to agent performance, operational efficiency, and service quality.

Yes, Scorebuddy’s AI includes sentiment analysis capabilities, so you can identify customer emotions such as satisfaction, frustration, or confusion during conversations—and label the interaction accordingly. This level of CX insight allows your team to proactively address issues before they escalate.

Evaluation frequency will depend on your business goals, the size of your contact center, and other case-by-case factors. Using Scorebuddy’s AI automation features, many customers have been able to significantly increase QA coverage from small sample sizes of 2 to 3%, all the way up 70%+, improving both the frequency and accuracy of their evaluations.

Yes, Scorebuddy offers the most customizable scorecard builder on the market. All aspects of your scorecards are fully configurable so you can design custom scorecards tailored to your specific aims and priorities. This level of flexibility ensures total control over your QA process and a targeted evaluation process that focuses on the most important call center metrics for your specific business goals.

Scorebuddy comes with 30+ reports out of the box so you can discover business and operational insights right away using your QA software. Additionally, our business intelligence add-on, Scorebuddy BI, offers endlessly customizable dashboards and reports in an easy-to-use interface. You can visualize your QA data, highlight trends and patterns, and share insights with any stakeholder in just a few clicks.

Scorebuddy’s dashboards and reports come with extensive customization options. You can tailor views, filter data according to various parameters, schedule automated report distribution to stakeholders, and more. This ensures that relevant insights are always available.

Yes, Scorebuddy is built to scale. The platform is capable of handling any number of conversations and our customer base includes everything from small businesses right up to global enterprise organizations and cross-border BPOs. We are comfortable supporting call centers with less than 100 agents and organizations with 1,000+.

With GenAI Auto Scoring, you can easily scale to evaluate up to 100% of your conversations automatically without the need for significant additional resources. Automated workflows and embedded AI Assist ensure that you can effectively scale your QA process to match business growth.

Scorebuddy supports a wide range of communication channels including voice calls, emails, chats, and social media interactions. This support for omnichannel QA enables you to maintain high-quality customer experiences across all touchpoints and all stages of the customer journey.

Yes, Scorebuddy supports multiple languages to accommodate global contact centers. Additionally, our AI models and scorecards can be customized to evaluate interactions in different languages, ensuring consistent service quality across global customer support operations and contact centers.

Scorebuddy boosts agent engagement via personalized dashboards, custom coaching plans, an integrated learning management system, and more. Agents receive quick feedback based on QA evaluations and tailored coaching sessions based on real-world insights from the quality assurance function. This helps agents to continuously improve performance and apply their learnings in their day-to-day work, which contributes to increased job satisfaction and employee retention rates.

Scorebuddy offers seamless integration with all leading contact center technologies and customer support platforms. This includes connections with your CRM, telephony system, workforce management (WFM) system, and more. This ensures that you can painlessly automate workflows, assign targeted evaluation lists, and share reports across your organization with minimal disruption and maximum ROI.

To see if your software is supported, check out our full list of integrations.

Yes, Scorebuddy is capable of integrating with popular workforce management systems so you can align your QA insights with scheduling, performance management, and other typical WFM functions to maximize agent productivity and optimize resource allocation.

Currently, Scorebuddy is primarily web-based, optimized for desktop and tablet use. However, we are continually working to enhance our accessibility and may be positioned to offer mobile-friendly features in future product releases.

The implementation is always customized to meet the specific needs of the user in question. However, generally speaking, there are some common steps we follow to ensure a seamless onboarding process for our customers, including:

-Assessing your current QA processes
-Integrating Scorebuddy with your existing call center systems
-Configuring scorecard evaluation criteria
-Training your QA and management teams, and other relevant stakeholders

Scorebuddy’s customer success team will work closely with you to ensure a smooth transition and rapid adoption so you can start seeing ROI as soon as possible.

Scorebuddy provides comprehensive onboarding for new users. This includes live training sessions with product experts, detailed documentation, video tutorials, an in-depth knowledge base, and much more. Our customer success team will be on hand to support your team through the adoption process (and beyond!) to ensure you’re always getting the best possible results from the platform.

Scorebuddy is committed to providing enterprise-grade data security and privacy in line with the strictest standards. We are ISO27001 certified and UKAS accredited and fully compliant with all industry standards for data transmission and storage. Our contact center QA platform includes role-based access to protect sensitive customer data and agent information and we’re committed to using AI in a safe, ethical, transparent manner. To learn more, please visit our security page.

Yes, ensuring compliance and mitigating risk is one of Scorebuddy’s core functions. With AI analytics, conversation intelligence, and 100% QA coverage, Scorebuddy can help flag potential compliance lapses, maintain audit trails, and quickly identify and fix any breaches.

Scorebuddy offers a dedicated customer success team to assist with onboarding, troubleshooting, and anything else you might need to optimize your QA process and ensure you’re getting maximum value from the software. The CS team is extremely responsive and committed to providing on-the-ground support for QA teams.

Clients will be assigned a dedicated account manager to serve as their strategic partner through onboarding, adoption, and beyond, including quarterly business reviews (QBRs).

We continuously improve the Scorebuddy platform with regular updates and new features based on feedback from our own customers, as well as broader market trends and industry demand. Any updates are applied seamlessly and will not disrupt your QA operations.

Scorebuddy offers flexible pricing models for all needs. Pricing will vary depending on:

-The size of your contact center
-Number of agents
-Feature requirements

Contact our sales team for a customized quote tailored to your needs.

For a customized quote tailored to your specific needs, please contact us here.