Scorebuddy

Contact centres and outsourcers with a formal QA function, often in regulated sectors: the customer list runs to banks, betting operators and telecoms, and compliance reporting sits in the entry package rather than an upsell. Founded in Dublin in 2012, now serving teams across 25 or more countries.

Three packages, none with a price on it. Scorebuddy bills on user count and package together, and publishes neither number. Foundation carries the manual programme: scorecards, workflows, calibration, agent dashboards, root cause analysis and peer-to-peer scoring. Accelerate adds AI Auto Scoring with 500 monthly scores and the CCaaS connectors for Genesys, Five9, NiCE CXone, Amazon Connect, Talkdesk and Dixa. Elite doubles the scores, adds conversation analytics and voice transcription, and runs on annual contracts throughout.

The gates are steep at the top. Single sign-on, the Open API, the choice of EU, US or UK hosting and the Salesforce connector are all Elite, so a security review that requires SSO or regional data leaves one package to negotiate. AI scoring and transcription consume credits bought in bundles at no published rate, making the invoice seats plus package plus usage. The vendor also advises that "confidential or sensitive information is not entered into the Scorebuddy system".

EvaluAgent publishes a per-user figure and puts SSO in its cheapest tier. Rippit publishes fixed monthly fees and no seat price at all. Zendesk QA is the incumbent to displace. Filed under support QA software.