Scorebuddy

The implementation of Scorebuddy is designed to be fast, flexible, and scalable, typically taking a few days to a few weeks, depending on the complexity of your contact center setup and the selected features. Here's a step-by-step breakdown:

1. Initial Consultation & Needs Assessment
   Scorebuddy’s team works with your organization to understand your QA goals, team size, channels (voice, chat, email), and compliance requirements.

2. Platform Configuration
   Admins configure the Scorebuddy instance, including user roles, permissions, and access levels. This includes setting up scorecards, dashboards, and workflows tailored to your business needs.

3. Scorecard Design
   You can build fully customizable scorecards using Scorebuddy’s intuitive interface. Scorecards can be tailored to different teams, channels, and evaluation criteria, including soft skills, compliance, and internal processes.

4. Integration with Existing Tools
   Scorebuddy integrates with platforms like Zendesk, Salesforce, Intercom, Genesys, Amazon Connect, and more. These integrations are typically completed in minutes to hours, depending on the system.

5. Training & Onboarding
   Through Scorebuddy Academy, agents and supervisors receive training on using dashboards, scoring, analytics, and coaching tools. Onboarding packages (Silver, Gold, Platinum) vary by plan and include dedicated support.

6. Pilot Testing & Calibration
   QA managers conduct calibration sessions to benchmark scoring accuracy and ensure consistency across evaluators.

7. Go-Live & Optimization
   Once the system is live, Scorebuddy’s team helps monitor performance, optimize workflows, and adjust configurations as needed.

8. Ongoing Support & Scaling
   Scorebuddy supports scaling from <50 to 5,000+ agents, with continuous updates, AI enhancements, and optional add-ons like LMS and transcription services.

Scorebuddy is highly customizable, making it suitable for contact centers of all sizes and industries. Here are the key customization capabilities:

• Customizable Scorecards
  You can build scorecards from scratch, define sections (e.g., compliance, soft skills, internal processes), assign weights, and add detailed evaluation criteria. Scorecards can be tailored per team, channel, or campaign.

• Flexible Dashboards
  Supervisors and agents can create personalized dashboards to track performance, goals, and feedback. These dashboards can be shared across departments for unified reporting.

• Workflow Automation
  QA workflows can be configured to assign evaluations, trigger coaching sessions, and escalate issues automatically. This helps streamline operations and reduce manual effort.

• Multi-Brand & Multi-Language Support
  Scorebuddy supports multiple brands and languages (including Arabic), allowing global teams to operate within a single platform.

• Integrations with Existing Systems
  Scorebuddy integrates with over a dozen platforms, including Zendesk, Salesforce, Intercom, Genesys, NICE CXone, and more. It also offers an Open API for custom integrations with CRMs, BI tools, and data management systems.

• Add-On Modules
  Businesses can extend functionality with add-ons like:
  • GenAI Auto Scoring credits
  • AI transcription and translation
  • Learning Management System (LMS)
  • Conversation analytics

  • AI optimization services

• Data Region Selection & Security
  Enterprises can choose data regions (EU, US, UK) and benefit from ISO27001-certified security, ensuring compliance with local regulations.

• Coaching & Calibration Tools
  Scorebuddy allows tailored coaching plans and calibration sessions to align QA standards across teams.

Scorebuddy’s pricing is customized based on the number of users and the selected package—Foundation, Accelerate, or Elite. While the base packages include core features, there are additional costs for:

• Onboarding Packages:
  • Silver (Foundation)
  • Gold (Accelerate)

  • Platinum (Elite)
    These onboarding tiers include varying levels of setup support, training, and dedicated client management.

• Add-Ons:
  • GenAI Auto Scoring Credits (beyond included monthly limits)
  • AI Transcription & Translation Credits
  • Learning Management System (LMS) module

  • AI Optimization Services for enterprise clients

• Maintenance & Support:
  Ongoing platform updates and support are included in the subscription, but dedicated support tiers may vary by plan. Elite users typically receive priority support and access to advanced services.

Scorebuddy provides comprehensive training and support through its Scorebuddy Academy and onboarding packages:

• Scorebuddy Academy:
  Offers a library of short courses for agents, supervisors, and admins, covering:
  • Scorecard creation and configuration
  • Reporting and analytics
  • Calibration techniques
  • Agent dashboard usage
  • Supervisor coaching tools

  • Platform configuration and user management

• Integrated LMS:
  Scorebuddy includes a Learning Management System that allows:
  • Creation of custom training materials
  • Assignment of learning paths
  • Progress tracking and certification

  • Linking training to QA evaluations

• Onboarding Support:
  Depending on the selected plan (Silver, Gold, Platinum), users receive:
  • Guided setup assistance
  • Dedicated client managers
  • Access to pre-built training content

  • Help with custom course creation

• Ongoing Support:
  Scorebuddy offers email and in-app support, with priority access for enterprise clients. The platform also includes a Trust Center for security and compliance documentation.

Scorebuddy employs enterprise-grade security protocols to protect user data:

• ISO/IEC 27001:2022 Certification
  Certified by DNV (UKAS-accredited), Scorebuddy operates under a formal Information Security Management System (ISMS).

• SOC 2 Type 1 Compliance
  Ensures secure handling of customer data and operational integrity.

• Trust Center
  Provides transparency into Scorebuddy’s security posture, including documentation of controls and regular updates.

• Data Control & Privacy
  Customers have full control over data storage, deletion, and export. Scorebuddy supports secure API access and recommends avoiding the storage of highly sensitive data like credit card details.

• Secure Integrations
  Integrates securely with CRMs and helpdesk platforms, with metadata and conversation data stored under strict access controls.

• Compliance Monitoring
  Includes audit trails, auto-fail compliance questions, and real-time breach alerts to ensure regulatory adherence.

• GDPR & Global Data Laws
  Scorebuddy complies with GDPR and other international data protection regulations, offering data region selection (EU, US, UK).

Scorebuddy releases frequent updates, typically on amonthly or quarterly basis, introducing new features, AI enhancements, and usability improvements. These updates are managed through the platform’s “What’s New” section, which details each release. For example, in December, Scorebuddy launched several GenAI-powered tools, including AI Agent Dashboard, AI Score Summary, AI Agent Buddy, and GenAI Assist.

Updates are:

• Automatically deployed to cloud users.
• Documented with release notes and feature guides.
• Supported by Scorebuddy Academy training modules.
• Optional add-ons may require activation or additional credits.

Enterprise clients often receive early access or custom rollout plans for major updates.

Scorebuddy’s data policy ensures that customers retain full ownership of their data. According to its Terms and Conditions and Privacy Policy:

• Data Ownership: All customer-provided materials, including scores, recordings, and evaluations, remain the property of the customer.

• Portability: Customers can export raw data at any time. Scorebuddy provides:
  • Raw data exports
  • Open standard API access (secured via client-generated keys)

  • Full control over data deletion, retention, and storage

• Compliance: Scorebuddy complies with GDPR, UK GDPR, and other global data protection laws.

Customers are advised not to store sensitive data like credit card details or health records unless necessary, and Scorebuddy provides tools to manage privacy and compliance.

Scorebuddy is designed to be highly scalable, supporting contact centers from <50 to over 5,000 agents. Scaling is flexible and managed through:

• Modular Pricing Plans: Customers can upgrade from Foundation to Accelerate or Elite as needs grow.

• Add-On Credits: AI scoring, transcription, and LMS modules can be added or removed based on usage.

• User-Based Licensing: Pricing adjusts based on the number of active users, allowing easy expansion or reduction.

• Automated Workflows: These help manage fluctuating volumes without hiring additional QA staff.

• No Long-Term Lock-In: Customers can adjust their plan or user count with Scorebuddy’s customer success team.

This flexibility makes Scorebuddy ideal for seasonal businesses, BPOs, and enterprises with dynamic staffing needs.

Scorebuddy’s contract terms are governed by its Master Services Agreement and Terms and Conditions. While specific renewal and cancellation clauses may vary by client and plan, here are the general provisions:

• Contract Duration: Agreements are typically annual, with renewal terms outlined in the signed order form.

• Renewal: Contracts may auto-renew unless the customer provides written notice of non-renewal within a specified period (usually 30 days before the end of the term).

• Cancellation: Customers can cancel by providing written notice, subject to the terms in their agreement. Early termination may incur fees or require payment for the remainder of the contract.

• Data Access Post-Cancellation: Customers retain access to their data and can export it before termination. Scorebuddy provides raw data exports and API access for portability.

• Refunds: Refunds are not typically offered for unused services unless specified in the contract.

Scorebuddy meets several key compliance and security standards to ensure data protection and regulatory adherence:

• ISO/IEC 27001:2022 Certification
  Scorebuddy is certified by DNV, a UKAS-accredited body, confirming its adherence to a formal Information Security Management System (ISMS).

• SOC 2 Type 1 Compliance
  Ensures secure handling of customer data and operational integrity across the platform.

• GDPR & UK GDPR
  Scorebuddy complies with the EU General Data Protection Regulation and UK GDPR, offering data region selection (EU, US, UK) and full control over data storage, deletion, and export.

• Audit Trails & Compliance Monitoring
  The platform includes features like auto-fail compliance questions, customizable scorecards, and real-time alerts for breaches. These tools help organizations maintain audit readiness and regulatory compliance across all interactions.

• Trust Centre
  Scorebuddy provides a dedicated portal for clients to verify certifications, review security documentation, and monitor updates to its compliance posture.

These standards make Scorebuddy suitable for industries with strict regulatory requirements, including finance, healthcare, and government services.