MiaRec vs Scorebuddy Conversation Analytics
MiaRec
miarec.comScorebuddy Conversation Analytics
scorebuddycx.comSide by side
| Figure | MiaRec | Scorebuddy Conversation Analytics |
|---|---|---|
| Price from | $25/mo | $24/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| Linux | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 3 | 9 |
| Spec score · Call Center Speech Analytics Software | 8.9 (#1) | 8.3 (#7) |
| Spec score · Call Center Quality Management Software | 8.9 (#2) | 8.3 (#6) |
| Spec score · Contact Center Quality Assurance Software | 8.8 (#3) | 8.3 (#6) |
| Company headquarters | The company lists 1999 S Bascom Ave., Suite 928, Campbell, California 95008, USA. | The maker lists its Irish location at 151–156 The Masonry, Thomas Street, The Liberties, Dublin D08 PY5E. |
| Company legal name | The company identifies itself as MiaRec, Inc. | The legal entity identified in the privacy policy and SLA is Sentient Solutions Limited, trading as Scorebuddy. |
| Company size | LinkedIn lists MiaRec as privately held with 11–50 employees and headquarters in Campbell, California. | The company’s About page reports more than 60 team members, while LinkedIn lists 51–200 employees. |
| Conversation analytics | Conversation Analytics transcribes, summarizes, and analyzes every customer conversation for sentiment and actionable insights. | AI analyzes human and AI-agent interactions for sentiment, contact drivers, Voice-of-Customer trends and configurable dashboards. |
| Encryption | Audio encryption uses a per-file AES-256 key wrapped by a 2,048-bit RSA key pair, with private keys protected rather than stored in plaintext. | The service uses HTTPS with TLS 1.2 in transit and industry-standard encryption for protected data at rest. |
| Founded | 2013 | ScorebuddyCX says it was founded in 2012. |
| Headquarters | Silicon Valley | Dublin, Ireland |
| Integrations | Native integrations include Cisco Webex Calling, Cisco Webex Contact Center, Microsoft Teams, Five9, NICE CXone, RingCentral, and Twilio. | 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 | 5.0 out of 5 from 1 review | 4.5 out of 5 from 835 reviews. |
| Rating on GetApp | 5.0 out of 5 from 1 review | 4.5 out of 5 from 43 reviews. |
| Sentiment | MiaRec provides overall, agent, and customer sentiment scores with written explanations. | Sentiment analysis tracks sentiment evolution, customer effort scores, and NPS across interactions. |
| Support | Support is provided through [email protected] and a MiaRec Help Desk ticketing system. | Support is provided through in-product chat, email and telephone during 9:00–17:30 GMT business hours, with ticketed incident handling. |
| Topics | Automatic topic detection provides dashboard trends and searchable topic filters. | Users can create custom topics with keyword logic and apply them to historical conversations. |
| What it does | MiaRec captures customer conversations, transcribes them, and applies AI for summaries, sentiment, topics, customer-experience metrics, and automated quality scores. | ScorebuddyCX is an AI-powered contact-center quality-assurance and customer-experience intelligence platform combining QA, conversation analytics, coaching and learning. |
Plans
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
MiaRec
MiaRec is an AI-native conversation intelligence platform for contact centers that turns customer interactions into business insights. Conversation Analytics transcribes and summarizes calls, then analyzes sentiment and other signals. Auto QA adds AI scoring, coaching insights and a quality workflow for each interaction. Relationship Management can update records, create follow-ups, and capture buying signals or service issues after calls. The platform derives CSAT, NPS and effort scores from conversation content rather than surveys. Teams can supply recordings by drag-and-drop upload or automated API integration. Native connections include Cisco Webex Calling and Contact Center, Microsoft Teams, Five9, Nice CXone, RingCentral and Twilio. Security controls include automatic data redaction, role-based access with audit logs, encryption, vulnerability monitoring and penetration testing. MiaRec says it follows SOC 2 security standards and is working toward certification. It offers cloud-hosted deployment and the facts also list web, API and self-hosted access. Listed plans require an annual contract and 25-user minimum; Essentials is $25.00 per month. A free trial is available.
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.