Scorebuddy vs Surfboard
A side-by-side comparison of Scorebuddy and Surfboard on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
1 of the 8 capabilities tracked on both differs.
| Measure | Scorebuddy | Surfboard |
|---|---|---|
| Starts at | Sales-gated | No longer sold |
| AI billed at | Monthly AI Score allowance, no rate published | Not published |
| Included, where the other says no | 1 capability | 0 capabilities |
Capability by capability
1 of the 8 capabilities tracked on both products differs.
Channels
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| Voice | IncludedElite only, and twice gated. AI Voice Transcription is an Elite feature, and running it consumes AI transcription credits sold as an Elite-only add-on. The CCaaS connectors that bring calls in are Accelerate and above, so a voice programme cannot be assembled below the top two packages. | Not published |
Ticketing
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| Shared inbox | NoNo inbox. Conversations are imported from the contact centre or helpdesk that handled them. | NoNo inbox. Surfboard read volume out of the ticketing and telephony systems and scheduled against it. |
| Ticket queues | NoNo ticket object of its own. | NoNo ticket object of its own. |
| SLA policies | Not published | IncludedPro and above, as SLA driven capacity planning: the forecast was built to hit a service level rather than to fill a rota. |
| Business hours | Not published | IncludedAll plans. Timezone management was listed in Scalers, which matters for the distributed support teams this was built for rather than for a single-site contact centre. |
AI resolution
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| Autonomous resolution agent | NoNothing here answers customers. Scorebuddy sells QA for Bots, which evaluates somebody else's AI agent rather than being one. | NoNothing customer-facing. |
Knowledge base
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| Public help center | NoNo knowledge base product. The LMS add-on delivers internal training, not customer-facing content. | NoNo knowledge base product. Surfboard ran its own product help centre, now offline with the domain. |
QA & workforce
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| Conversation QA scoring | IncludedAll packages. Customisable scorecards, QA workflows and peer-to-peer scoring start at Foundation. | NoNo quality management at all, which separated Surfboard from Playvox and from the contact centre suites. It scheduled and forecast; it did not score conversations. |
| Automated QA coverage | IncludedAccelerate and Elite only, and metered. Foundation lists "AI Assistance" but not AI Auto Scoring, so the automated scoring that defines this category is not in the entry package. Accelerate includes 500 monthly AI scores, Elite 1,000, and anything beyond that is a purchased credit bundle. | Not published |
| Calibration | IncludedAll packages. The calibration module is in Foundation, which is where it belongs and is not always where it sits in this category. | Not published |
| Agent scorecards | IncludedAll packages. Agent dashboards and an advanced reporting suite at Foundation; the in-app coaching module arrives at Accelerate. | Not published |
| Forecasting | Not published | IncludedPro and above for anything driven by real demand. The forecasting comparison lists unlimited ticketing platform integrations, forecast by custom channel or inbox, SLA driven capacity planning, forecast versus actuals comparison, manual forecast adjustments, custom shrinkage levels, concurrency calculations and scenario planning tools. |
| Scheduling | Not published | IncludedAll plans, and the deepest part of the product. Reusable shift plans, rotating patterns, automated round robins, time off in lieu, split shifts, compliance with contracted hours, draft and publish control, overtime scheduling, availability collection, shift swap and change requests, and break scheduling. |
| Adherence tracking | Not published | IncludedSplit by plan. Tracking agent adherence as time-on-task appears in the reporting comparison at the lower tiers; "Real-time adherence and productivity" and real-time management dashboards were Enterprise only. |
Reporting
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| Custom reports | IncludedAdvanced reporting, root cause analysis and compliance reporting at Foundation; the ScorebuddyCX BI layer with custom dashboards from Accelerate. | IncludedPro and above for performance and schedule analytics. The reporting set covered shrinkage, coverage accuracy analysis, agent utilisation and productivity alongside adherence. |
| Raw data export | IncludedStated without a plan condition, which makes it the one portability guarantee available below Elite: "Customers can obtain a raw export of all data stored in scorebuddy." No format, delivery method or turnaround is published. | IncludedTimesheet exports on every plan including Scalers. Custom data exports on Enterprise only. |
| CSAT / NPS | IncludedA surveys module exists alongside the QA product: "Surveys are created by a customer to obtain CSAT, NPS or other customer opinion responses." It maintains its own contact lists including mobile numbers. No plan gate is published for it. | Not published |
Enterprise
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| SAML SSO | IncludedElite only. There is no SSO of any kind in Foundation or Accelerate, which puts an identity requirement and a top-tier purchase on the same decision. | IncludedEnterprise only, described as "Enterprise grade security including SAML SSO" with no provider list. |
| ISO 27001 | Included"We are an ISO 27001:2022 certified organisation", naming the 2022 revision rather than the superseded 2013 one, which is a more specific claim than most vendors in this directory make. | Not published |
| GDPR | IncludedAn Irish company operating under EU law with an EU data region option at Elite, publishing an itemised list of the personal data it stores for staff and for survey contacts. | Not published |
| Data residency | IncludedElite only: "Select Data Regions (EU, US, UK)". A UK or EU buyer with locality requirements has one package available and no published price for it. | Not publishedNever established. A UK company, but no hosting region statement is recoverable. |
Developer
| Capability | Scorebuddy | Surfboard |
|---|---|---|
| REST API | IncludedElite only, listed as "Open API Integration". The security page describes it as "an Open standard API which can only be accessed using a client generated key" used "to retrieve staff and score information". No public reference or rate limit is published. | Not publishedNo API was advertised anywhere on the pricing page, and the archived captures reference no developer documentation. Unlike Playvox, which promoted a public API in writing, nothing here establishes that one existed. |
Both entries last checked Sep 9, 2026.
What Scorebuddy costs
- Billing unit
No price published - Free tier
Not published - AI pricing
Not published - Vendor calls it
Monthly AI Score - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Not published
6 of 9 not published by Scorebuddy, checked
What Surfboard costs
- Billing unit
No price published - Free tier
Not published - Data export
Self-serve - Automation export
Not published
2 of 4 not published by Surfboard, checked