Scorebuddy Conversation Analytics
Scorebuddy Conversation Analytics analyzes customer interactions to show why people make contact, how they feel, and what other teams should know.
What Scorebuddy Conversation Analytics is
Scorebuddy Conversation Analytics analyzes customer interactions to show why people make contact, how they feel, and what other teams should know. The product describes AI analysis across all customer interactions and channels. Teams can track contact-driver volumes and trends, then investigate the conversations behind changes. Sentiment analysis follows sentiment evolution, customer effort scores, and NPS. Users can create topics with keyword logic and apply them to historical conversations. The product also lists automatic topic detection, intent detection, journey analysis, conversation search, compliance monitoring, and compliance reviews. Quality and coaching capabilities include AI-assisted scoring, calibration tools, agent coaching, and coaching workflows. Conversation Analytics is listed as an Elite plan feature, alongside AI voice transcription, Salesforce and Open API integration, SSO, and selectable EU, US, or UK data regions. Scorebuddy lists integrations with services including Intercom, Genesys, Amazon Connect, Salesforce, HubSpot, Zendesk, and others. Pricing depends on users and package, with flexible annual contracts; exact pricing is available on request. A guided 14-day free trial is available.
Good
- Analyzes interactions across channels.
- Tracks contact-driver trends, sentiment, effort, and NPS.
- Custom keyword topics can be applied to past conversations.
- Includes intent detection and journey analysis.
- A guided 14-day free trial is available.
Watch out
- No free plan is listed.
- Pricing is available on request.
- Conversation Analytics is an Elite plan feature.
Who it suits
It suits contact-center CX and operations leaders who need interaction analysis, with potential use for product managers, marketers, and senior leaders. Teams looking for analytics alongside QA and coaching tools may also find the listed capabilities relevant.
Verdict
Scorebuddy Conversation Analytics links interaction trends and customer sentiment with topic, intent, and journey analysis. Buyers should note that it is an Elite feature and request pricing based on their users and package.
Plans and prices
From Scorebuddy Conversation Analytics's own pricing page, checked 21 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Foundation | $24 a month | Customizable scorecards · AI assistance · QA workflows · calibration · agent dashboards · advanced reporting · root-cause analysis · compliance reporting · standard integrations · per user per month |
| Accelerate | $32 a month | Foundation features · AI Auto Scoring · 500 monthly AI scores · BI custom dashboards · multilingual UI · in-app coaching · CCaaS integrations · dedicated client manager · per user per month |
| Elite | $41 a month | Accelerate features · conversation analytics · 1,000 monthly AI scores · AI voice transcription · Salesforce integration · Open API · SSO · selectable EU, US and UK data regions · per user per month |
| Accelerate | Priced on request | Foundation plus AI Auto Scoring, 500 monthly AI scores, BI dashboards, coaching, CCaaS integrations and dedicated client manager · Request a price |
| Elite | Priced on request | Foundation and Accelerate plus conversation analytics, 1,000 monthly AI scores, voice transcription, Salesforce, Open API, SSO and regional data hosting · Request a price |
| Foundation | Priced on request | Complete QA solution with dashboards, workflows, calibration and reporting · Request a price |
The facts
Each one read from Scorebuddy Conversation Analytics's own pages, with the date it was checked.
What it does
- 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.checked 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.checked 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.checked 21 Oct 2026
- API security
- The maker says APIs and customer integrations use industry standards such as OAuth.checked 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.checked 30 Sep 2026
- Availability commitment
- The SLA targets 99.5% monthly availability and defines service credits when uptime falls below that level.checked 21 Oct 2026
- Coaching
- Coaching plans are tied to skill gaps and the specific interactions that generated the feedback.checked 21 Oct 2026
- Contact drivers
- The product tracks contact-driver volumes and trends so teams can investigate the interactions behind changes.checked 30 Sep 2026
- Conversation analytics
- AI analyzes human and AI-agent interactions for sentiment, contact drivers, Voice-of-Customer trends and configurable dashboards.checked 21 Oct 2026
- Coverage
- The product describes AI analysis of 100% of customer interactions across channels.checked 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.checked 21 Oct 2026
- Deployment model
- The terms describe Scorebuddy as a SaaS service delivered through an online software platform.checked 21 Oct 2026
- Documentation
- The SLA points customers to an extensive Intercom documentation library covering service use and configuration.checked 21 Oct 2026
- Encryption
- The service uses HTTPS with TLS 1.2 in transit and industry-standard encryption for protected data at rest.checked 21 Oct 2026
- Funding news
- On 25 November 2024, Scorebuddy announced a €5 million investment from Foresight Group to accelerate AI innovation and growth.checked 21 Oct 2026
- Integrations
- Listed connectors include Genesys, Intercom, Amazon Connect, Salesforce, HubSpot, NICE CXone, Assembled, LivePerson, Kustomer, Freshdesk, Zendesk, Aircall, Five9, Talkdesk, Dixa and LiveChat.checked 21 Oct 2026
- Learning management
- Its embedded LMS assigns targeted courses from performance data, supports AI-assisted course creation and is SCORM and xAPI compatible.checked 21 Oct 2026
- Limit: dashboard outages
- A Capterra reviewer reports that the dashboard sometimes goes down while reviewing calls.checked 21 Oct 2026
- Limit: performance delays
- G2 review analysis mentions occasional slow loading or lag, especially on larger dashboards or during busy periods.checked 21 Oct 2026
The company
- Company headquarters
- The maker lists its Irish location at 151–156 The Masonry, Thomas Street, The Liberties, Dublin D08 PY5E.checked 21 Oct 2026
- Company legal name
- The legal entity identified in the privacy policy and SLA is Sentient Solutions Limited, trading as Scorebuddy.checked 21 Oct 2026
- Company size
- The company’s About page reports more than 60 team members, while LinkedIn lists 51–200 employees.checked 21 Oct 2026
- Founded
- ScorebuddyCX says it was founded in 2012.checked 21 Oct 2026
- Headquarters
- Dublin, Irelandchecked 28 Sep 2026
Alternatives to Scorebuddy Conversation Analytics
- 1
MaestroQA
Free planWebAPIExtensionmacOS7.9From $185 a month - 2
Agentforce Contact Center
AndroidiOSWebAPI7.8From $50 a month - 3
Microsoft Dynamics 365 Sales
AndroidiOSWebAPI7.6 - 4
Voxjar
Free planWebAPI7.5From $90 a month - 5
MaxContact Auto QA
WebAPIExtensionWindows7.4From £80 a month - 6
Cresta
WebAPIExtension6.9From $150,000 a year