Scorebuddy
Contact center quality assurance software
Call & contact center software
Call recording software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
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What is Scorebuddy
Scorebuddy is a contact center quality assurance platform used to evaluate and improve agent performance across voice and digital interactions. It provides configurable evaluation forms, calibration workflows, coaching tools, and reporting to support QA teams and contact center leaders. The product typically integrates with contact center and call recording systems to pull interaction data for scoring and analysis. It is commonly used by organizations that need structured quality programs, consistent scoring, and audit-ready QA processes.
Purpose-built QA workflows
Scorebuddy focuses on quality evaluation, calibration, and coaching rather than trying to be a full contact center platform. It supports configurable scorecards and structured review workflows that map to common QA operating models. This specialization can reduce process workarounds for teams running formal QA programs. It also helps standardize scoring across multiple reviewers through calibration features.
Configurable scorecards and forms
The platform supports customizable evaluation templates to match different queues, channels, products, or compliance requirements. Teams can tailor questions, scoring logic, and sections to align with internal policies and customer experience standards. This flexibility is useful for organizations with multiple lines of business or evolving QA criteria. It also supports consistent measurement over time through reusable form versions.
Coaching and performance reporting
Scorebuddy includes tools to turn evaluations into coaching actions and track follow-up. Reporting helps QA managers and operations leaders monitor trends, agent performance, and evaluator consistency. These capabilities support continuous improvement programs and targeted training. The focus on QA analytics complements contact center systems that emphasize routing and telephony operations.
Not a full CCaaS
Scorebuddy is primarily a QA layer and typically relies on separate systems for telephony, routing, and broader contact center operations. Organizations looking for an all-in-one contact center suite may need additional vendors for core contact handling. This can increase integration and vendor management effort. It also means some operational metrics may remain in the underlying contact center platform.
Integration dependency for recordings
Access to calls and interaction metadata generally depends on integrations with call recording or contact center platforms. If an organization’s recording environment is fragmented, setup and ongoing maintenance can be more complex. Data availability and synchronization can affect evaluator workflows and reporting completeness. Integration scope may vary by the systems in use.
Advanced WEM features may vary
Compared with broader workforce engagement management suites, depth in adjacent areas (for example, workforce management scheduling or full speech analytics) may be limited or require partner products. Buyers may need to validate which analytics and automation capabilities are native versus integrated. This can affect total cost and implementation scope. It is best suited when QA is the primary requirement rather than a complete WEM stack.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Foundation | Request a price (contact sales) | Complete QA solution with dashboards, QA workflows, calibration module, customizable scorecards, AI Assistance (AI Assist), agent dashboards, advanced reports, root cause analysis, compliance reporting, peer-to-peer scoring, standard integrations, Silver Onboarding. |
| Accelerate | Request a price (contact sales) | Foundation features plus AI autoscoring, 2,500 monthly AI scores included, Scorebuddy BI custom dashboards, multilingual UI, in-app coaching module, dedicated client manager, CCaaS integrations, Gold Onboarding. |
| Elite | Request a price (contact sales) | Foundation + Accelerate features plus conversation analytics, 10,000 monthly AI scores included, AI voice transcription, AI translation, Salesforce & Open API integrations, SSO, selectable data regions (EU/US/UK), AI optimisation service, Platinum Onboarding. |
Notes: Accelerate and Elite include optional add-ons (Learning Management System, AI Autoscoring credits, AI Transcription credits). Pricing on the official site is provided via "Request a price" and tailored quotes; no public per-user or per-month numeric pricing is listed on the vendor site.
