Cresta vs Scorebuddy Conversation Analytics
Cresta
cresta.comScorebuddy Conversation Analytics
scorebuddycx.comSide by side
| Figure | Cresta | Scorebuddy Conversation Analytics |
|---|---|---|
| Price from | $12,500/mo | $24/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 5 | 9 |
| Spec score · Customer Service QA Software | 8.6 (#5) | 8.4 (#6) |
| Spec score · Customer Interaction Analytics Software | 8.5 (#4) | 8.3 (#6) |
| Spec score · Call Center Speech Analytics Software | 8.5 (#6) | 8.3 (#7) |
| Spec score · Contact Center Quality Assurance Software | 8.5 (#5) | 8.3 (#6) |
| Company legal name | The legal entity is Cresta Intelligence Inc., registered in Delaware, with an office at 100 South Murphy Ave., Suite 300, Sunnyvale, California. | The legal entity identified in the privacy policy and SLA is Sentient Solutions Limited, trading as Scorebuddy. |
| Founded | 2017 | ScorebuddyCX says it was founded in 2012. |
| Headquarters | Palo Alto, California, USA | Dublin, Ireland |
| Integrations | Cresta lists integrations including Five9, Salesforce, Amazon Connect, NICE, Genesys, Avaya, Twilio, Zendesk, ServiceNow, SharePoint, Databricks, AWS and Google Drive. | Listed connectors include Genesys, Intercom, Amazon Connect, Salesforce, HubSpot, NICE CXone, Assembled, LivePerson, Kustomer, Freshdesk, Zendesk, Aircall, Five9, Talkdesk, Dixa and LiveChat. |
| Rating on G2 | 4.3 out of 5 from 46 reviews | 4.5 out of 5 from 835 reviews. |
| Rating on GetApp | 5.0 out of 5 from 2 reviews | 4.5 out of 5 from 43 reviews. |
| Rating on TrustRadius | 5.3 out of 10 from 6 reviews | 8.0 out of 10 from 1 rating. |
| Security | The integrations page says Cresta uses encryption, dedicated databases, access controls, and PII redaction to protect data. | Scorebuddy states that it is ISO 27001:2022 certified and SOC 2 Type 2 compliant. |
| Support | Cresta directs customers with security program questions to their enterprise sales representative or [email protected]. | Support is provided through in-product chat, email and telephone during 9:00–17:30 GMT business hours, with ticketed incident handling. |
| What it does | Cresta is an enterprise customer-experience AI platform unifying autonomous AI agents, real-time human-agent assistance, workflow automation and conversation intelligence. | ScorebuddyCX is an AI-powered contact-center quality-assurance and customer-experience intelligence platform combining QA, conversation analytics, coaching and learning. |
Plans
Cresta
- Agent Assist for Chat$150,000 a year
- Agent Assist for Voice$150,000 a year
- Custom enterprise pricingPriced on request
- Enterprise (custom)Priced on request
- TrustRadius listingPriced on request
Scorebuddy Conversation Analytics
- Foundation$24 a month
- Accelerate$32 a month
- Elite$41 a month
- AcceleratePriced on request
- AcceleratePriced on request
- ElitePriced on request
- ElitePriced on request
- FoundationPriced on request
- FoundationPriced on request
In their own words
Cresta
Cresta combines AI Agents, real-time Agent Assist, Conversation Intelligence and an Agent Operations Center in one customer-experience platform. AI Agents automate customer conversations across voice and digital channels. Agent Assist supplies guidance, knowledge and automation across voice, chat and email. Conversation Intelligence examines conversations for trends, behaviors, risk signals and revenue opportunities. Cresta Opera is a no-code orchestration engine for building, configuring, testing and governing AI behavior. Listed integrations include Five9, Amazon Connect, Salesforce, ServiceNow, Shopify, Databricks, NICE, Microsoft, Genesys, Zendesk, Twilio and HubSpot, with bidirectional data exchange described as staying synchronized at near-zero latency. Cresta cites encryption, dedicated databases, access controls and PII redaction for protection. Its Trust Center lists CCPA, CPRA, GDPR, HIPAA, ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 42001:2023, PCI DSS, SOC 2, TISAX and SOC 3. Pricing is custom and there is no free plan.
Scorebuddy Conversation Analytics
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.