We know that customer expectations are higher than ever and, as a result, weak CX carries an even greater risk. Over 50% of customers are ready to jump ship after a single negative experience.
That’s just one phone call with a disinterested agent, one chatbot conversation that goes in circles, one troubleshooting conversation with no constructive outcome—and you’ve lost a customer. These incidents are rarely isolated either, patterns emerge and you need to identify them in order to take action.
With such a persistent threat of customer churn, you must ensure that your contact center quality assurance (QA) program is airtight, and your agents are delivering consistent, high-quality service. This way, you can nip any CX concerns in the bud and keep your team engaged and productive.
We know that Genesys offers an impressive suite of QA tools, but the rising demands of contact center operations may necessitate added functionality. This is where Scorebuddy comes in.
Integrating Scorebuddy’s purpose-built quality assurance software alongside Genesys will expand your QA capabilities to meet growing challenges. Let’s take a look at what this integration can offer.
The integration is painless, with rock-solid reliability—that goes without saying. What we really want to highlight is the extended QA functionality that comes with a Scorebuddy and Genesys integration. Let’s look at some of the key features we’re talking about:
Scorebuddy offers the most customizable scorecard builder on the market, so you can tailor scoring criteria to your specific needs. Evaluate agents in terms of customer satisfaction, compliance, sales performance, and more.
With AI auto-scoring, you can create AI-powered evaluators that automatically audit up to 100% of interactions using different scorecards and tailored questions for specific channels and interaction types.
Evaluators can access on-demand assistance from Scorebuddy AI, with instant scoring for attributes like tone, issue resolution, and sentiment providing additional context for evaluators.
Scorebuddy’s embedded AI capabilities enable organizations to scan 100% of agent-customer interactions, so you can identify outlier conversations that require human attention and review.
Scorebuddy integrates with third-party helpdesks and live chat platforms, so you can centralize QA data and streamline the evaluation process.
By analyzing and tracking the root causes of customer outreach, you can identify the patterns and trends that are impacting customer experience and take a data-driven approach to tackling underlying issues.
You can automate quality assurance workflows with multiple scorecards per workflow, reducing the manual work required and improving operational efficiency.
By assigning specific scorecards and evaluators to different groups or teams, you’ll ensure consistency and alignment in your evaluation process.
With the ability to define auto-fail criteria for entire sections and scorecards, you can flag those interactions that require immediate attention and mitigate compliance risk.
Search through interactions based on custom attributes, so you can easily retrieve specific conversations for interaction and analysis.
This seamless integration is built to scale, empowering contact center leaders to expand QA coverage, improve agent performance and customer experience, and enhance operational efficiency.
Want to see the Scorebuddy-Genesys integration in action? Get a personalized demo now.
Integrating Scorebuddy alongside your existing Genesys infrastructure brings new innovations to your QA process, resulting in better CX, stronger agent performance, and all-round more efficient operations.
To illustrate this, we’ve narrowed it down a little. Here are three essential benefits:
Scorebuddy uses customer data from the CRM systems integrated with your Genesys instance to paint a more complete picture of each customer journey.
This way, agents have a much better overview—and understanding—of what the individual customer wants, so they can deliver properly personalized, empathetic service. No more generic answers or time-consuming questions, just unique service tailored to the individual.
Plus, with a central hub for all your QA data, and Scorebuddy’s advanced analytics and reporting tools, you can pinpoint areas for CX improvement, both in terms of agent performance and operational processes. By identifying and fixing any problems, you can enable your agents to deliver the best possible experience in any scenario.
With a robust QA evaluation process, backed by embedded AI, data insights, and flexible scorecards, you can establish a more consistent, tailored coaching process. The wealth of QA data at your disposal will make it easier to see where individual agents are lacking, so you can make a real impact with each coaching session.
By integrating Scorebuddy and Genesys, you can both gather and distribute feedback in a more efficient manner.
With customizable scorecards, auto-scoring, and personalized agent dashboards, you can compile and deliver feedback quicker than ever before. Not only will the feedback be tailored for the specific agent, they will also receive it while it’s fresh and be able to track their progress over time.
When you think automation, you’re probably thinking efficiency, streamlined processes, potential cost savings—and you’re right, automating your QA processes can support all of these outcomes.
The Scorebuddy-Genesys integration enables automated assistance for evaluators, AI-powered auto-scoring, and more, reducing the amount of manual work required. This is especially valuable for the QA team and your evaluators, who can better focus on the interactions that require human review, rather than your run-of-the-mill conversations.
Additionally, with a centralized hub for your QA data and processes, you won’t need to jump between different screens and platforms. This might seem like a small inconvenience, but it can chip away at productivity and disrupt focus.
Genesys is a powerful solution in its own right, we know this, but the expanded functionality offered by the Scorebuddy integration can give you a distinct competitive edge.
The value of CX as a competitive differentiator is becoming increasingly apparent and a robust QA program is key to ensuring your customers receive the best possible experience. Plugging any gaps in your quality assurance process will help to elevate CX, improve evaluator and agent performance, and ensure that you’re operating at peak efficiency.
Want to see the difference Scorebuddy’s purpose-built QA solution can make? Find us on Genesys’s AppFoundry.
