--- description: Review of ScorebuddyCX Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: ScorebuddyCX | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Review Management Software](/directory/4285/review-management/software) > [ScorebuddyCX](/software/154795/scorebuddy) # ScorebuddyCX Canonical: https://www.softwareadvice.ie/software/154795/scorebuddy Page: 1 / 3\ Next: [Next page](https://www.softwareadvice.ie/software/154795/scorebuddy?page=2) > ScorebuddyCX is an AI-powered contact centre quality assurance and CX intelligence platform designed for QA teams, CX leaders, and contact centre managers who need to understand, improve, and prove the quality of every customer interaction, not just a small sample of it. Built by QA experts, ScorebuddyCX is trusted by more than 300 organisations in 25+ countries, from fast-growing BPOs to large regulated enterprises. Who it's for ScorebuddyCX is ideal for contact centres and CX teams that are outgrowing manual, spreadsheet-based quality scoring, or that already have a QA process but are only able to review a small fraction of conversations. It suits organisations running voice, chat, and email support, teams managing both human agents and AI chatbots, and businesses in regulated industries that need a clear, defensible audit trail behind every score. It's also a strong fit for CX and product teams who want to turn everyday customer conversations into structured insight, not just compliance checklists. What makes it different Most QA tools force a trade-off between coverage and accuracy. ScorebuddyCX removes that trade-off with AI Auto Scoring, which evaluates 100% of conversations across voice, chat, and email with 90%+ accuracy. Scorecards are configured to your own standards, so scoring reflects how your business actually defines quality, not a generic template. Crucially, the platform reviews both human agents and AI chatbots, giving teams a single, consistent way to measure performance as more of the customer journey becomes automated. Every score comes with a full audit trail, which matters for businesses that need to demonstrate compliance or defend decisions to regulators and customers alike. Beyond scoring, ScorebuddyCX's Conversation Analytics goes further than most QA platforms by analyzing every interaction to surface the "why" behind the numbers. Sentiment analysis, contact drivers, and Voice of Customer trends are automatically categorized and tracked, then made available through custom dashboards built for CX, product, and marketing teams, not just QA. That means the same data powering your quality scores can also inform product decisions, marketing messaging, and broader business strategy. Where many QA tools stop at reporting, ScorebuddyCX closes the loop with Coaching and Learning and Development. AI pinpoints specific skill gaps for agents and chatbots based on 100% conversation coverage, so coaching plans are grounded in real interactions rather than guesswork. Feedback ties directly back to the conversations that prompted it, giving managers a faster, clearer path from insight to improved performance. When performance data reveals a gap, the integrated Learning Management System can generate tailored training courses in a few clicks, while still giving teams full control over content creation and course management. Scoring, analytics, coaching, and learning all work from the same data, so nothing gets lost between review and development. Support and implementation ScorebuddyCX is built to fit into existing contact centre workflows rather than replace them. Scorecards, dashboards, and coaching plans are configurable to match how your business already defines and measures quality, and the platform is backed by a dedicated support and customer success team to help with onboarding, configuration, and ongoing optimisation as your QA program matures. The bottom line For teams that want to move beyond sampling a handful of conversations a month, ScorebuddyCX offers a way to score, understand, and improve every customer interaction, human or AI-driven, backed by evidence rather than assumption. It's built for organisations that see quality assurance not as a compliance exercise, but as a direct lever for customer experience and business performance. > > Verdict: Rated **4.5/5** by 43 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 43 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.8/5 | Based on overall reviews | | Value for Money | 4.6/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Sentient - **Location**: Dublin, Ireland - **Founded**: 2001 ## Commercial Context - **Starting Price**: US$24.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: Scorebuddy is charged based on the number of users on the system in the month, and with tiered pricing. There are three Packages to chose from, Foundation, Accelerate or Elite. - **Target Audience**: 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Chromebook (Desktop) - **Supported Languages**: Brazilian Portuguese, Dutch, English, French, German, Japanese, Spanish - **Available Countries**: Australia, Canada, China, Germany, India, Ireland, Japan, South Africa, United Kingdom, United States ## Features - API - Activity Dashboard - Agent Interface - Alerts/Escalation - Alerts/Notifications - Audit Management - CRM - Call Centre Management - Call Monitoring - Collaboration Tools - Compliance Management - Computer Telephony Integration - Corrective and Preventive Actions (CAPA) - Customer Experience Management - Customer Surveys - Dashboard - Defect Tracking - Employee Coaching Tools - Interaction Tracking - Leaderboards ## Integrations (17 total) - Aircall - Amazon Connect - Assembled - Cx MOMENTS - Dixa - Five9 - Freshdesk - GENESYS - HelpDesk - HubSpot CRM - Intercom - Kustomer - Live Chat Software - NiCE CXone - Salesforce Service Cloud ... and 2 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [Review Management Software](https://www.softwareadvice.ie/directory/4285/review-management/software) ## Related Categories - [Review Management Software](https://www.softwareadvice.ie/directory/4285/review-management/software) - [Quality Management Software](https://www.softwareadvice.ie/directory/420/quality-management-software/software) - [Contact Centre Software](https://www.softwareadvice.ie/directory/4389/contact-center/software) - [Call Centre Software](https://www.softwareadvice.ie/directory/4588/call-center/software) - [Customer Experience Software](https://www.softwareadvice.ie/directory/4574/customer-experience/software) ## Alternatives 1. [Playvox](https://www.softwareadvice.ie/software/214699/playvox) — 4.8/5 (109 reviews) 2. [EvaluAgent](https://www.softwareadvice.ie/software/134248/evaluagent) — 4.7/5 (20 reviews) 3. [Genesys Cloud CX](https://www.softwareadvice.ie/software/323407/pureconnect) — 4.3/5 (268 reviews) 4. [Five9](https://www.softwareadvice.ie/software/20063/five9) — 4.2/5 (484 reviews) 5. [NiCE CXone](https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (581 reviews) ## Reviews ### "Like your best friend" — 5.0/5 > **yasmyne** | *24 October 2019* | Marketing & Advertising | Recommendation rating: 7.0/10 > > **Pros**: Easy to use, remembers login credentials > > **Cons**: If your inactive for 15 minutes and working on a QA it erases all of your input. > > Its been pretty good, the best QA buddy system that we've had yet ----- ### "Analytics to improve" — 5.0/5 > **Daniela** | *24 October 2019* | Consumer Services | Recommendation rating: 9.0/10 > > **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 > > very good ----- ### "Could improve a bit more" — 3.0/5 > **victoria** | *3 September 2018* | Leisure, Travel & Tourism | Recommendation rating: 5.0/10 > > **Pros**: It's quicker to do it, but should improve a bit more, should be quicker as sometimes it's difficult to do it when you are in a ready status > > **Cons**: Should have a direct link, to that we need to log in, and then the self score is in the second or third screen ----- ### ":)" — 5.0/5 > **Ivan** | *29 August 2018* | Outsourcing/Offshoring | Recommendation rating: 10.0/10 > > **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. > > Thank you for creating Scorebuddy and thank you for letting me and my team achieve operational excellence on a day-to-day basis. ----- ### "Excellent throughout" — 4.0/5 > **Clare** | *23 February 2018* | Recommendation rating: 9.0/10 > > **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\! > > Saved so much time and effort and excruciating clicking of buttons and cells in other products. ----- Page: 1 / 3\ Next: [Next page](https://www.softwareadvice.ie/software/154795/scorebuddy?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/154795/scorebuddy) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data