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Scorebuddy Conversation Analytics

scorebuddycx.com

From $24/mo Free trial WebAPI
Visit scorebuddycx.com
Spec score 8.4 #6 of 63 in Customer Service QA Software

What it is

Scorebuddy Conversation Analytics analyzes customer interactions to help teams understand why people make contact, how they feel, and what the wider business should learn. It describes AI analysis across all interactions and channels, with contact-driver volumes and trends for investigating changes. Sentiment analysis tracks how sentiment evolves alongside customer effort scores and NPS. Teams can define topics using keyword logic and apply them to historical conversations. The product also lists automatic topic detection, intent detection, journey analysis, conversation search, compliance monitoring, and compliance reviews. Its quality tools include AI-assisted scoring, calibration, agent coaching, and coaching workflows. Conversation Analytics is an Elite plan feature, alongside AI voice transcription, Salesforce and Open API integration, SSO, and selectable EU, US, or UK data regions. Scorebuddy lists integrations including Intercom, Genesys, Amazon Connect, Salesforce, HubSpot, Zendesk, and others. Pricing depends on user count and package, with flexible annual contracts; prices are on request. A guided 14-day free trial is available. The product is intended for contact-center CX and operations leaders as well as product managers, marketers, and senior leaders.

Spec sheet

What it does
ScorebuddyCX is an AI-powered contact-center quality-assurance and customer-experience intelligence platform combining QA, conversation analytics, coaching and learning.Read 21 Oct 2026 · scorebuddycx.com
Purpose
Scorebuddy Conversation Analytics analyzes customer interactions to show why customers make contact, how they feel, and what teams across the business should know.Read 30 Sep 2026 · scorebuddycx.com
Audience
Scorebuddy says the product is for contact-center CX and operations leaders and wider teams such as product managers, marketers, and senior leaders.Read 30 Sep 2026 · scorebuddycx.com
Trial
The pricing FAQ states that a 14-day free trial is available; the trial page describes it as guided by Scorebuddy staff.Read 30 Sep 2026 · scorebuddycx.com
Integrations
Listed connectors include Genesys, Intercom, Amazon Connect, Salesforce, HubSpot, NICE CXone, Assembled, LivePerson, Kustomer, Freshdesk, Zendesk, Aircall, Five9, Talkdesk, Dixa and LiveChat.Read 21 Oct 2026 · scorebuddycx.com
Security
Scorebuddy states that it is ISO 27001:2022 certified and SOC 2 Type 2 compliant.Read 30 Sep 2026 · scorebuddycx.com
Support
Support is provided through in-product chat, email and telephone during 9:00–17:30 GMT business hours, with ticketed incident handling.Read 21 Oct 2026 · scorebuddycx.com
Headquarters
Dublin, IrelandRead 28 Sep 2026 · scorebuddycx.com
Founded
ScorebuddyCX says it was founded in 2012.Read 21 Oct 2026 · scorebuddycx.com
AI Auto Scoring
The platform can auto-score conversations across voice, chat and email, with the maker claiming 90%+ accuracy and up to 100% coverage.Read 21 Oct 2026 · scorebuddycx.com
AI data
Scorebuddy says customer scores and interaction data are not shared with other customers or external large language models and are not used to train or improve LLMs or third-party products.Read 30 Sep 2026 · scorebuddycx.com
AI data policy
The maker says customer interaction data is not shared with other customers or external LLMs and is not used to train third-party models.Read 21 Oct 2026 · scorebuddycx.com
API security
The maker says APIs and customer integrations use industry standards such as OAuth.Read 21 Oct 2026 · scorebuddycx.com
Availability commitment
The SLA targets 99.5% monthly availability and defines service credits when uptime falls below that level.Read 21 Oct 2026 · scorebuddycx.com
Coaching
Coaching plans are tied to skill gaps and the specific interactions that generated the feedback.Read 21 Oct 2026 · scorebuddycx.com
Company headquarters
The maker lists its Irish location at 151–156 The Masonry, Thomas Street, The Liberties, Dublin D08 PY5E.Read 21 Oct 2026 · scorebuddycx.com
Company legal name
The legal entity identified in the privacy policy and SLA is Sentient Solutions Limited, trading as Scorebuddy.Read 21 Oct 2026 · scorebuddycx.com
Company size
The company’s About page reports more than 60 team members, while LinkedIn lists 51–200 employees.Read 21 Oct 2026 · scorebuddycx.com
Contact drivers
The product tracks contact-driver volumes and trends so teams can investigate the interactions behind changes.Read 30 Sep 2026 · scorebuddycx.com
Conversation analytics
AI analyzes human and AI-agent interactions for sentiment, contact drivers, Voice-of-Customer trends and configurable dashboards.Read 21 Oct 2026 · scorebuddycx.com
Coverage
The product describes AI analysis of 100% of customer interactions across channels.Read 30 Sep 2026 · scorebuddycx.com
Customers and reach
The maker says ScorebuddyCX is used by more than 300 organisations in over 25 countries and by more than 50,000 agents.Read 21 Oct 2026 · scorebuddycx.com
Deployment model
The terms describe Scorebuddy as a SaaS service delivered through an online software platform.Read 21 Oct 2026 · scorebuddycx.com
Documentation
The SLA points customers to an extensive Intercom documentation library covering service use and configuration.Read 21 Oct 2026 · scorebuddycx.com
Encryption
The service uses HTTPS with TLS 1.2 in transit and industry-standard encryption for protected data at rest.Read 21 Oct 2026 · scorebuddycx.com
Funding news
On 25 November 2024, Scorebuddy announced a €5 million investment from Foresight Group to accelerate AI innovation and growth.Read 21 Oct 2026 · scorebuddycx.com
Learning management
Its embedded LMS assigns targeted courses from performance data, supports AI-assisted course creation and is SCORM and xAPI compatible.Read 21 Oct 2026 · scorebuddycx.com
Limit: dashboard outages
A Capterra reviewer reports that the dashboard sometimes goes down while reviewing calls.Read 21 Oct 2026 · capterra.com
Limit: performance delays
G2 review analysis mentions occasional slow loading or lag, especially on larger dashboards or during busy periods.Read 21 Oct 2026 · learn.g2.com
Limit: reporting complexity
G2 review analysis reports that some users find highly customized reports and complete data exports require extra steps.Read 21 Oct 2026 · learn.g2.com
Mobile access
The maker says Scorebuddy is primarily web-based and optimized for desktop and tablet use, with no dedicated mobile app currently offered.Read 21 Oct 2026 · scorebuddycx.com
Open API
The Open API can import and export interaction data, create targeted evaluation lists and assign them to evaluators; access uses a client-generated key.Read 21 Oct 2026 · scorebuddycx.com
Plan availability
Conversation Analytics is listed as an Elite plan feature; Elite also lists AI voice transcription, Salesforce integration, Open API integration, SSO, and selectable EU, US, or UK data regions.Read 30 Sep 2026 · scorebuddycx.com
Praise: customizable scorecards
G2 reviewers repeatedly praise flexible scorecards that can be adapted to different departments, processes and KPIs.Read 21 Oct 2026 · learn.g2.com
Praise: customization and integrations
GetApp review excerpts praise the many customization options and the ability to integrate with several products.Read 21 Oct 2026 · getapp.com
Praise: usability and calibration
G2 reviewers describe the interface as easy to use and highlight accessible scores, uploaded interactions and calibration prompts.Read 21 Oct 2026 · g2.com
Price terms
Pricing is based on the number of users and selected package, and Scorebuddy offers flexible annual contracts.Read 30 Sep 2026 · scorebuddycx.com
Rating on Capterra
4.5 out of 5 from 43 reviews.Read 21 Oct 2026 · capterra.com
Rating on G2
4.5 out of 5 from 835 reviews.Read 21 Oct 2026 · g2.com
Rating on GetApp
4.5 out of 5 from 43 reviews.Read 21 Oct 2026 · getapp.com
Rating on TrustRadius
8.0 out of 10 from 1 rating.Read 21 Oct 2026 · trustradius.com
Recent product release
The release log lists January 2026 AI Knowledge, which feeds relevant knowledge-base information into AI auto-scoring.Read 21 Oct 2026 · scorebuddycx.com
Reporting
The service includes more than 30 prebuilt reports plus customizable BI dashboards and scheduled report distribution.Read 21 Oct 2026 · scorebuddycx.com
Scorecards
Scorecards are fully configurable, with custom criteria, scoring rules and policies.Read 21 Oct 2026 · scorebuddycx.com
Security certifications
Scorebuddy states that it is ISO 27001:2022 certified by DNV and SOC 2 Type 2 compliant.Read 21 Oct 2026 · scorebuddycx.com
Sentiment
Sentiment analysis tracks sentiment evolution, customer effort scores, and NPS across interactions.Read 30 Sep 2026 · scorebuddycx.com
Survey tools
An integrated survey tool captures CSAT and NPS responses on customer interactions and reports results immediately.Read 21 Oct 2026 · getapp.com
Topics
Users can create custom topics with keyword logic and apply them to historical conversations.Read 30 Sep 2026 · scorebuddycx.com

Plans and prices

Foundation $24 a month per user per month Customizable scorecards · AI assistance · QA workflows · calibration · agent dashboards · advanced reporting · root-cause analysis · compliance reporting · standard integrations Read 21 Oct 2026 · getapp.com
Accelerate $32 a month per user per month Foundation features · AI Auto Scoring · 500 monthly AI scores · BI custom dashboards · multilingual UI · in-app coaching · CCaaS integrations · dedicated client manager Read 21 Oct 2026 · getapp.com
Elite $41 a month per user per month Accelerate features · conversation analytics · 1,000 monthly AI scores · AI voice transcription · Salesforce integration · Open API · SSO · selectable EU, US and UK data regions Read 21 Oct 2026 · getapp.com
Accelerate Priced on request Request a price Foundation plus AI Auto Scoring, 500 monthly AI scores, BI dashboards, coaching, CCaaS integrations and dedicated client manager Read 21 Oct 2026 · scorebuddycx.com
Accelerate Priced on request Flexible annual contracts; custom enterprise agreements may be available 500 monthly AI scores included · price requested from Scorebuddy Read 30 Sep 2026 · scorebuddycx.com
Elite Priced on request Request a price Foundation and Accelerate plus conversation analytics, 1,000 monthly AI scores, voice transcription, Salesforce, Open API, SSO and regional data hosting Read 21 Oct 2026 · scorebuddycx.com
Elite Priced on request Flexible annual contracts; custom enterprise agreements may be available 1,000 monthly AI scores included · price requested from Scorebuddy Read 30 Sep 2026 · scorebuddycx.com
Foundation Priced on request Request a price Complete QA solution with dashboards, workflows, calibration and reporting Read 21 Oct 2026 · scorebuddycx.com
Foundation Priced on request Flexible annual contracts; custom enterprise agreements may be available Entry-level QA solution · price requested from Scorebuddy Read 30 Sep 2026 · scorebuddycx.com

Every Scorebuddy Conversation Analytics plan and price →

Strong points and limits

Strong points

  • Analyzes customer interactions across channels.
  • Tracks contact-driver trends, sentiment, effort scores, and NPS.
  • Supports custom topics on historical conversations.
  • Includes coaching, calibration, and compliance tools.
  • Guided 14-day free trial is available.

Limits

  • No free plan is listed.
  • Pricing is available on request.
  • Conversation Analytics is an Elite plan feature.
  • Pricing depends on users and selected package.

Who it suits

It suits contact-center CX and operations leaders who need interaction trends, sentiment measures, or topic analysis. Product managers, marketers, and senior leaders are also among its stated audiences.

Verdict

Scorebuddy Conversation Analytics brings interaction analysis together with quality, coaching, and compliance tools. Buyers will need to request pricing and confirm that the Elite package fits their needs.

Where Specifiction places it

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