Scorebuddy Features

Scorebuddy

All-in-One Quality Management Platform for Contact Centers

4.5/5 (40 reviews)

Competitor Feature Comparison

API
Activity Dashboard
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Audit Management
Automated Routing
Automatic Call Distribution
Blended Call Center
Blended Learning
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Computer Telephony Integration
Contact Database
Corrective and Preventive Actions (CAPA)
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Defect Tracking
Drag & Drop
Email Management
Employee Activity Monitoring
Employee Email Monitoring
Event Triggered Actions
Feedback Management
IVR / Voice Recognition
Inbound Call Center
Knowledge Base Management
Knowledge Management
Learning Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
Negative Feedback Management
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Productivity Analysis
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recording
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Social Media Integration
Supplier Quality Control
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Task/Project Tracking
Text to Speech
Third Party Integrations
Training Management
Video Conferencing
Voice Customization
Voice Mail
Widgets
Workflow Management
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API
Activity Dashboard
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Audit Management
Automated Routing
Automatic Call Distribution
Blended Call Center
Blended Learning
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Computer Telephony Integration
Contact Database
Corrective and Preventive Actions (CAPA)
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Defect Tracking
Drag & Drop
Email Management
Employee Activity Monitoring
Employee Email Monitoring
Event Triggered Actions
Feedback Management
IVR / Voice Recognition
Inbound Call Center
Knowledge Base Management
Knowledge Management
Learning Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
Negative Feedback Management
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Productivity Analysis
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recording
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Social Media Integration
Supplier Quality Control
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Task/Project Tracking
Text to Speech
Third Party Integrations
Training Management
Video Conferencing
Voice Customization
Voice Mail
Widgets
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Audit Management
Automated Routing
Automatic Call Distribution
Blended Call Center
Blended Learning
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Computer Telephony Integration
Contact Database
Corrective and Preventive Actions (CAPA)
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Defect Tracking
Drag & Drop
Email Management
Employee Activity Monitoring
Employee Email Monitoring
Event Triggered Actions
Feedback Management
IVR / Voice Recognition
Inbound Call Center
Knowledge Base Management
Knowledge Management
Learning Management
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
Negative Feedback Management
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Productivity Analysis
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recording
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Social Media Integration
Supplier Quality Control
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Task/Project Tracking
Text to Speech
Third Party Integrations
Training Management
Video Conferencing
Voice Customization
Voice Mail
Widgets
Workflow Management
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Scorebuddy Feature Reviews

25 reviewers had the following to say about Scorebuddy's features:

Govindraj S.

Great quality interaction tool

2020-07-27

I have never searched for other software so far becasue it is meeting our business requirement at this point.

Pros

The section feature enabled us to break down our quality parameters into 3 segments which was our actually Quality interaction requirements.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard G.

User friendly

2016-05-25

Agents can Self score their calls Feedback sessions are given to Agents more frequently QA Team Feedback Easy to use Report building is made easy due to the exporting of files to Excel Building a Scorecard can be done in a matter of minutes Any breaches will send an automatic Email to chosen addresses so corrective action can take place Call calibration function is very good as this makes the session more productive.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Kirby B.

Well-Organized Site for Quality Monitoring

2019-07-14

Information is presented on graphs and in colors, making data easy to understand.

Pros

-Clean interface with graphs that put data into digestible form -The scorecard streamlines main points but also expands to see more detail -Able to attach files and leave comments -Easy to track individual progress and engage with team members/co-workers -Web-access allows viewing at the office, home, or on the go

Cons

-Bit of learning curve with accessing evaluations -Some features are hidden at first

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Mike P.

Scorebuddy Review

2013-10-21

The hardest area to use and understand is the filtering around reports.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sarah O.

Out of the box review - amazing!

2018-10-03

We're really excited to have an analytics package that's affordable, and Scorebuddy definitely solves this!

Pros

Far more easy to use than other QA systems that I've test driven.

Cons

No integration with our CSM, though they offer integration with other systems.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Manigandan M.

Less options but cool interface

2018-08-29

Pros

The appearance / interface is cool, has graphical presentation that shows our performance upto 12 months.

Cons

Less options, takes long time to respond for QA survey accept / request one on one.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert G.

Easy callibrations and friendly interface

2016-05-24

Easy callibrations and friendly interface.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Justin M.

Trial Period

2016-05-24

There is a lot of useful reporting which could assist the management make better decisions.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Paul L.

Great software, very intuitive

2020-08-04

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

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Wendy W.

Its so easy to use

2019-10-24

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Matt P.

Scorebuddy review

2013-04-26

Essentially for any quality and training work

Pros

Quick and easy to set up, saves time and gives powerful reporting

Cons

Nothing specific

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Daniela D.

Analytics to improve

2019-10-24

very good

Pros

the software is very intuitive and easy to use.

Cons

I would improve the Analytics part, make it more flexible and give more option to download the data

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ivan S.

:)

2018-08-29

Thank you for creating Scorebuddy and thank you for letting me and my team achieve operational excellence on a day-to-day basis.

Pros

Excellent matrix, nothing much to add coming from a psychology post-graduate.

Cons

Some of the requested reports are coming out with a slight delay in time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Dawna B.

Best QA Solution out there

2015-10-14

I've been in the Contact Center industry for over 20 years and this is by far, the best solution for QA I have ever seen. The interface is user friendly for both the QA teams and the front line agents.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Tim H.

Delighted with our Scorebuddy Experience

2016-05-25

Having a well designed tool to assist us in managing our Call Center Quality has helped raise the bar for all of our agents and given the leadership team the tool to provide meaningful and timely feedback. Customer Support has been great, very timely and helpful.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Olivia P.

I have always found it very straughtforward to use with no difficulties running reports etc

2016-05-24

simply to use- no instruction required - clear graphics - like the feature of being able to directly email the agent after you have listened and scored the call and like the way we can add a 'wow' to it

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
David C.

Scorebuddy Review

2013-08-01

A minor fly in the ointment would be that the interface at construction remains a tad clunky and the pulling of reports remains a bit too labour intensive.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Gavin S.

Clever and well thought out solution

2016-05-24

Immediately the ease of use is evident which is supported by great account management and customer service.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Treasa H.

We have been using for over a year and have had no issues with the product

2016-05-24

Everything is great with it - easy to use and the reports are easy to run.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Ben R.

The better alternative to spreadsheets!

2020-08-06

This is for quality control as well as for the further development of the agents.

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
holly b.

Ok product

2020-01-13

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

Pros

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Nicole M.

Grant and Weber Review

2013-07-26

There have been a couple of times that an email question has been sent with no direct response from the company, but eventually gets fixed.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Antoan K.

Simple to use and modify

2018-11-01

Pros

Its agility and ease of use.

Cons

How easy it is to tell that it was primary designed for call-center teams.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Clare W.

Excellent throughout

2018-02-23

Saved so much time and effort and excruciating clicking of buttons and cells in other products.

Pros

Control - I kept control of every aspect of our scorecards and didn't have to wait for someone on a service desk to make a change.

Cons

The basic module was still far, far superior to what we had before!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Damien M.

Excellent

2016-05-25

Excellent, very user friendily and general feedback from staff is very positive.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more