evaluagentCX vs Scorebuddy

Wondering how evaluagentCX compares to Scorebuddy?

While Scorebuddy is a good option for small contact centers with basic requirements, it lacks flexibility and essential capabilities like voice Auto-QA.

Whether you’re taking the first steps away from spreadsheets or looking to fully embrace AI, evaluagent gives your operation exactly what it needs to perform:

• Seamless integration with your existing platforms
• Auto-QA every channel, with optional human oversight
• AI-powered insights from every interaction
• Configurable automation, AI, reports and dashboards
• Agent-focused tools to drive engagement
• Secure redaction to ensure compliance and privacy

Read on to discover how evaluagentCX outperforms Scorebuddy.

Key differences: evaluagentCX vs Scorebuddy

• Integrations
• Multi-channel
• AutoQA
• Gamification
• xNPS (Expected Net Promoter Score)
• Redaction

evaluagentCX

• Integrates with ANY customer management tool through a wide range of out-of-the-box options and open API.
• True multi-channel coverage across calls, emails, chats, tickets, and chatbot conversations.
• Auto-QA is fully client-configurable, not just a predictive score. It allows easy automation of existing manual scorecards for mid-market clients to drive actionable reporting, feedback, coaching, and training.
• Gamified rewards and recognition.
• Generative AI that predicts Net Promoter Scores across 100% of interactions.
• Enables you to automatically redact customer sensitive data from the transcripts without compromising context.

Scorebuddy

• Limited integrations, and integrating telephony services is challenging. Relies on WAV files and hyperlinks for uploads.
• No voice Auto-QA available.
• No customization, or ability to Auto-QA voice interactions.
• Have the ability to build Kudos points which is the gamification platform, but has no overt links to rewards and redemption.
• No xNPS.
• No redaction.

Get an impartial perspective

Here’s some honest feedback from customers and prospects who have tried both platforms, or switched from Scorebuddy:

“With ScoreBuddy, we found that it’s a bit inflexible. You see, if we want to customize our scorecards, we have to submit tickets and wait for them to make the changes.”

“The reporting was terrible and there was no future kind of proofing when it comes to AI or whatever else it might be. We’ve been using them for probably the last five or six years.”

“Scorebuddy had no API link to Intercom and we had to manually upload calls from Intercom into the Scorebuddy platform to evaluate. It was an extremely manual process and led us to leaving the platform and actually reverting back to spreadsheets!”

See how we compare

Market-leading transcription powered by Deepgram

Unlike any other providers in our space, we’ve partnered with Deepgram to offer all our customers highly accurate transcription, free of charge.

Automated Agent Improvement

Leverage interaction insights to automatically initiate relevant lessons and learning paths for agents, enhancing agent performance and proactively preventing any performance declines.

Deeper insights

evaluagentCX provides robust reporting with deep insights into customer interactions. Benefit from analysis against pre-built and custom topics, AI summaries, and xNPS (expected Net Promoter Score) categorization, so you can find high-risk interactions right away.

Customizable to fit your operation

Our autoQA goes beyond predictive scores derived from generic components like sentiment, empathy or spelling. It’s fully configurable, allowing for easy automation of existing manual scorecards. We understand the level of granularity you need for meaningful reporting, feedback, coaching, and training, and we empower you to achieve it.

Personalized support and onboarding

Get support from our dedicated CX Specialists, and collaborate with our Professional Services teams to ensure your QA program is optimized and tailored to your needs. We can help you build line items and insight topics, and enhance your scorecards to align with your goals.

Improving agent engagement

Empower your agents to take charge of their development. They’ll get real-time desktop access to results, feedback, coaching, actions, and training records, along with gamified recognition and rewards. There’s also seamless top-down communication features, keeping agents in the loop.

Robust operational reporting and improvement workflows

Built from day one to accommodate the more rigorous needs of larger operations, evaluagentCX helps you improve performance with minimal effort, while still keeping sufficient HR rigor.

We bring everything together seamlessly

We deliver and connect conversation intelligence to autoQA and automated agent improvement workflows, along with people-first features that support you in keeping your team highly engaged.

A platform that grows with you

Our approach to incorporating, selling, and provisioning AI provides clients with unparalleled flexibility. Our packaging and pricing options cater to various budgets, and operational and technical maturities. Our platform and support model are designed to evolve alongside you as you progress on your AI and automation journey.

Experience evaluagentCX

You’re just a click away from starting your journey towards intelligent automation of insight, QA and improvement. With evaluagentCX as your AI-powered co-pilot, you can create unrivaled customer experiences.