AI contact center quality assurance: Build customer trust with every conversation

Review up to 100% of conversations—AI and human agents—with AI-powered quality assurance.
Cut cost-to-score, automate QA workflows, and surface CX insights to drive customer retention.

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Proven ROI across 300+ contact centers worldwide

60%+

reduction in manual QA

70%+

increase in QA coverage

50x

more interactions analyzed with AI

Trusted by Industry Leaders

Analyze 50x more conversations and and cut cost-to-score 90%

Automatically score up to 100% of interactions with AI-powered contact center quality assurance. Safely scale QA with AI Auto Scoring and the most configurable scorecard builder on the market—no need to add headcount. Reduce manual workload and shift focus to coaching, analysis, and strategy.

70%+ increase in QA coverage
90%+ AI Auto Scoring accuracy
<5 seconds average AI scoring time per interaction

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Surface CX insights in every conversation and make QA business critical

Get truly representative CX intelligence by analyzing up to 100% of conversations, not just a random 2% sample, for a complete understanding of the customer journey. Accelerate the QA-to-coaching loop to maximize impact on performance and engagement. Link QA to real business metrics like CSAT, customer lifetime value, and revenue.

CSAT lift of 3-7% within 6 months
60%+ reduction in manual QA
Integrated business intelligence

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Automate QA workflows—even for complex, enterprise operations

Automate quality assurance workflows and evaluator assignments, regardless of scale or complexity, with robust support for separate global branches, BPOs, multi-client organizations, and more. Segment groups and teams, deploy native data segregation, and retain admin control from one instance.

Automate QA workflows—whether it’s <50 agents or 5,000+
Extensive customization, even for complex structures
Seamless integrations & enterprise security measures

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Enterprise-grade security for safe QA governance

Scorebuddy is fully ISO 27001 certified by a UKAS-accredited vendor. Protect sensitive data, mitigate compliance risk, and deploy AI safely.

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Configurable QA Solutions for Every Contact Center

AI Auto Scoring Automatically evaluate 100% of customer conversations.

Customizable Scorecards Build fully custom scorecards with total flexibility.

Automated Workflows Speed up QA and reduce evaluation times.

Personalized Dashboards Boost engagement with personal dashboards.

Embedded AI Automate manual tasks to drive efficiency.

Integrate with your CRM, WFM, and more

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Why Allianz Chose Scorebuddy

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.

Nikki Davies

Global Assistance
Allianz

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FAQ

Is Scorebuddy’s AI Auto Scoring really 90%+ accurate?

Yes it is. We’ve validated our AI Auto Scoring accuracy by benchmarking performance against that of manual QA evaluators in real-world contact centers in the enterprise space. This has consistently shown results of at least 90% AI scoring accuracy.

And, of course, we encourage all of our customers to take a “human-in-the-loop” approach to AI-powered quality assurance. It’s vital to ensure that safeguards are in place to get the best possible results, greatest accuracy, and safest outputs from AI solutions.

How customizable are Scorebuddy’s QA scorecards?

Scorebuddy provides users with the most flexible scorecard builder on the market today. You can configure questions, answer types, weightings, pass/fail thresholds, and more to ensure complete alignment with your brand standards, KPIs, and regulatory requirements.

In addition, users have the option to create unique scorecards for different teams, business units, channels, conversation types, and more. This ensures QA accuracy and consistency while still providing a central overview of the quality process from one location.

Is Scorebuddy suitable for complex, multi-site organizations?

Absolutely. Over 50,000 agents across more than 300 contact centers worldwide use Scorebuddy every day, including enterprise organizations, cross-border operations, and BPOs with multiple locations, business units, and languages.

Whether you have 100 agents or 1,000+, you can scale your QA process to match. Scorebuddy users can leverage automated workflows, customizable scorecards and dashboards, embedded AI solutions, and more to ensure consistent quality standards no matter how complex their operations become.

Additionally, Scorebuddy is fully ISO 27001 certified by a UKAS-accredited vendor with built-in security measures to ensure data privacy, regulatory compliance, and safe AI usage. Learn more on our security page.

How does Scorebuddy support QA reporting?

Scorebuddy comes with 30+ out-of-the-box reports so you can jump in and uncover business and operational insights right away when you start using the platform. These reports and dashboards all come with extensive customization options, so you can tailor views, filter data, schedule automated reports, and more.

On top of this, we offer a business intelligence add-on, Scorebuddy BI, which allows users endless configurability in an easy-to-navigate interface. Visualize QA data, highlight CX trends and patterns, and share insights with any stakeholder—even if they don’t have Scorebuddy.