Use AI-powered quality assurance software to automate repetitive tasks and do more with less. Speed up the evaluation process while improving its accuracy and generate detailed reports to find the root causes of poor service.
Replace spreadsheets with a purpose-built quality assurance solution that scales as you grow. Meet current and future business needs with conversational analytics, CRM integrations, the most customizable scorecard builder on the market, and more.
With all your quality assurance data in one place, including scorecard results and interaction metadata, you can expedite performance reviews, provide real-time feedback to agents via personalized dashboards, and deliver targeted training.
%20(1).jpg)
Get your QA team working smarter, not harder. Reduce the workload for evaluators, supervisors, and agents with scheduled evaluation lists, automated workflows, and 1:1 reviews, so you can focus on delivering an exceptional customer experience.
Analyze 100 percent of interactions to understand why customers are calling, identify conversation trends, and view associated satisfaction scores. Use conversation topic search and case selection to accelerate sentiment root cause analysis and pinpoint areas for improvement.
Over 40 managers in Allianz use Scorebuddy for quality monitoring their teams, which consist of 300+ agents. Staff lists are up to date, unlike their previous system which was only updated annually. The managers have increased autonomy and ownership over their quality forms as they can instantly change their scorecards to what suits their needs. Some of our favourite features of the Scorebuddy enterprise package are Agent Insights and Analytics, which allow us to gain foresight into trends that impact our day to day business.
Global Assistance
Allianz