Scorebuddy Conversation Analytics vs TouchPoint One Quality Management
Scorebuddy Conversation Analytics
scorebuddycx.com
TouchPoint One Quality Management
touchpointone.comSide by side
| Figure | Scorebuddy Conversation Analytics | TouchPoint One Quality Management |
|---|---|---|
| Price from | $24/mo | $29.23/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 9 | 3 |
| Spec score · Customer Service QA Software | 8.4 (#6) | 7.2 (#24) |
| Spec score · Call Center Quality Management Software | 8.3 (#6) | 7.1 (#19) |
| Spec score · Contact Center Quality Assurance Software | 8.3 (#6) | 7.2 (#17) |
| Headquarters | Dublin, Ireland | Indianapolis, Indiana, United States |
| Integrations | Listed connectors include Genesys, Intercom, Amazon Connect, Salesforce, HubSpot, NICE CXone, Assembled, LivePerson, Kustomer, Freshdesk, Zendesk, Aircall, Five9, Talkdesk, Dixa and LiveChat. | The product page says it connects with popular CRM and customer support systems and supports API connections to in-house or other systems. |
| Purpose | Scorebuddy Conversation Analytics analyzes customer interactions to show why customers make contact, how they feel, and what teams across the business should know. | Quality Management is part of Acuity, a cloud performance management platform for contact center operations. |
| Reporting | The service includes more than 30 prebuilt reports plus customizable BI dashboards and scheduled report distribution. | The product offers standard quality and compliance reports, custom reports, audit logs, scorecard trackers, and pass/fail summaries. |
| Scorecards | Scorecards are fully configurable, with custom criteria, scoring rules and policies. | Flexible scorecards provide analytic modeling, and dashboards support filter-based drill-down at any organizational level. |
| Support | Support is provided through in-product chat, email and telephone during 9:00–17:30 GMT business hours, with ticketed incident handling. | The pricing page says Acuity Core includes hosting, support, and general software updates. |
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
TouchPoint One Quality Management
- Acuity Core$29.23 a month
- Acuity Plus$29.23 a month
- Acuity Max$41.61 a month
In their own words
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.
TouchPoint One Quality Management
TouchPoint One Quality Management has no write-up on Specifiction yet; its figures are above.