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Scorebuddy Conversation Analytics
Dublin, Ireland
What it is
Scorebuddy Conversation Analytics analyzes customer interactions across channels to show why people make contact, how sentiment changes, and what teams should learn. It describes AI analysis of 100% of interactions, with contact-driver volumes and trends for investigating changes. Users can create keyword-based topics and apply them to historical conversations. Sentiment analysis includes sentiment evolution, customer effort scores, and NPS across interactions. The product also lists automatic topic detection, intent detection, journey analysis, conversation search, compliance monitoring, and compliance reviews. Quality features include AI-assisted scoring, calibration tools, agent coaching, and coaching workflows. Conversation Analytics is listed in the Elite plan, which also includes AI voice transcription, Salesforce and Open API integration, SSO, and selectable EU, US, or UK data regions. Pricing depends on users and package under flexible annual contracts; a guided 14-day trial is available, with no free plan.
For and against
For
- AI analysis across all listed interaction channels
- Custom topics for historical conversations
- Sentiment, effort, and NPS tracking
- AI scoring and coaching workflows
- ISO 27001:2022 and SOC 2 Type 2 stated
Against
- No free plan
- Pricing requires contacting Scorebuddy
- Conversation Analytics requires the Elite plan
- Trial is guided by Scorebuddy staff
The verdict
Scorebuddy combines conversation analysis with quality, compliance, and coaching functions. Its package-based pricing and Elite placement mean buyers should confirm scope and cost during the trial or sales process.
Who it suits
It is aimed at contact-center CX and operations leaders, plus product managers, marketers, senior leaders, and other teams analyzing customer conversations. Organizations needing omnichannel quality, sentiment, compliance, and coaching workflows may find it suitable.
Plans and prices
Foundation
Customizable scorecards · AI assistance · QA workflows · calibration
Read 21 Oct 2026 · getapp.com
Accelerate
Foundation features · AI Auto Scoring · 500 monthly AI scores · BI custom dashboards
Read 21 Oct 2026 · getapp.com
Elite
Accelerate features · conversation analytics · 1,000 monthly AI scores · AI voice transcription
Read 21 Oct 2026 · getapp.com
On the record
- AI Auto Scoring
- The platform can auto-score conversations across voice, chat and email, with the maker claiming 90%+ accuracy and up to 100% coverage.scorebuddycx.com · read 21 Oct 2026
- AI data
- Scorebuddy says customer scores and interaction data are not shared with other customers or external large language models and are not used to train or improve LLMs or third-party products.scorebuddycx.com · read 30 Sep 2026
- AI data policy
- The maker says customer interaction data is not shared with other customers or external LLMs and is not used to train third-party models.scorebuddycx.com · read 21 Oct 2026
- API security
- The maker says APIs and customer integrations use industry standards such as OAuth.scorebuddycx.com · read 21 Oct 2026
- Audience
- Scorebuddy says the product is for contact-center CX and operations leaders and wider teams such as product managers, marketers, and senior leaders.scorebuddycx.com · read 30 Sep 2026
- Availability commitment
- The SLA targets 99.5% monthly availability and defines service credits when uptime falls below that level.scorebuddycx.com · read 21 Oct 2026
- Coaching
- Coaching plans are tied to skill gaps and the specific interactions that generated the feedback.scorebuddycx.com · read 21 Oct 2026
- Company headquarters
- The maker lists its Irish location at 151–156 The Masonry, Thomas Street, The Liberties, Dublin D08 PY5E.scorebuddycx.com · read 21 Oct 2026
- Company legal name
- The legal entity identified in the privacy policy and SLA is Sentient Solutions Limited, trading as Scorebuddy.scorebuddycx.com · read 21 Oct 2026
- Company size
- The company’s About page reports more than 60 team members, while LinkedIn lists 51–200 employees.scorebuddycx.com · read 21 Oct 2026
- Contact drivers
- The product tracks contact-driver volumes and trends so teams can investigate the interactions behind changes.scorebuddycx.com · read 30 Sep 2026
- Conversation analytics
- AI analyzes human and AI-agent interactions for sentiment, contact drivers, Voice-of-Customer trends and configurable dashboards.scorebuddycx.com · read 21 Oct 2026
- Coverage
- The product describes AI analysis of 100% of customer interactions across channels.scorebuddycx.com · read 30 Sep 2026
- Customers and reach
- The maker says ScorebuddyCX is used by more than 300 organisations in over 25 countries and by more than 50,000 agents.scorebuddycx.com · read 21 Oct 2026
- Deployment model
- The terms describe Scorebuddy as a SaaS service delivered through an online software platform.scorebuddycx.com · read 21 Oct 2026
- Documentation
- The SLA points customers to an extensive Intercom documentation library covering service use and configuration.scorebuddycx.com · read 21 Oct 2026
- Encryption
- The service uses HTTPS with TLS 1.2 in transit and industry-standard encryption for protected data at rest.scorebuddycx.com · read 21 Oct 2026
- Funding news
- On 25 November 2024, Scorebuddy announced a €5 million investment from Foresight Group to accelerate AI innovation and growth.scorebuddycx.com · read 21 Oct 2026
