Conversation Analytics

Customer intelligence that goes beyond the contact center.

Analyze 100% of interactions to understand why customers get in touch, how they feel, and what your product, marketing, and operations teams should know about it.

90%+

AI Auto Scoring accuracy

50x

more conversations analyzed with AI

<5 sec

average AI scoring time per interaction

70%+

increase in QA coverage

Trusted by

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Scorebuddy CA

Surface patterns and signals in your customer conversations. From contact drivers to sentiment trends, give every team the data they need for better decision-making.

Voice of the Customer

Understand your customers at scale

Analyze every conversation across all your channels with AI conversation analytics to find out why customers get in touch, how they feel, and where the patterns are. Full coverage means you are working from the complete picture, not a sample.

Custom Intelligence

Track the issues that matter most to your business

Create custom topics with simple keyword logic and apply them to historical conversations. Whether you are monitoring a product issue, a policy change, or a seasonal trend, you can see exactly how it is playing out across customer interactions.

Contact Drivers

Explore the contact drivers behind every conversation

Analyze contact drivers in-depth to go beyond volume numbers and understand the real reasons behind each conversation. Discover why spikes occurred, drill into the interactions driving them, and give your teams the context needed to act quickly and confidently.

Sentiment Analysis

Turn sentiment data into better customer experiences

Track key metrics, including sentiment evolution, customer effort scores, and NPS, across 100% of interactions to understand how customers feel at every touchpoint. Identify where negative sentiment clusters, understand what is driving it, and give your teams the intelligence they need to reduce friction and improve customer outcomes.

Collaborate

Bring customer insights into business decisions

Share customer trends, sentiment, and contact drivers with product, marketing, sales, and operations teams. The intelligence in your contact center is relevant to the whole business. Scorebuddy CA makes it accessible.

Key capabilities & benefits

Track Contact Drivers: Monitor contact driver volumes and analyze trends over time, catch emerging themes early, and understand how customer needs vary across channels.
Dynamic Topic Discovery: Create custom topics using simple keyword logic and apply them to historical conversations to explore patterns over any time period.
Sentiment Analysis: Track real sentiment signals across every conversation to understand how customers feel and identify where experience is falling short.
Voice of the Customer: Turn conversation data into VoC intelligence, understanding not just what customers say, but why they reach out, what frustrates them, and what they need.

"Scorebuddy allows me to quickly spot trends and areas for improvement within the team with its Scorecards and Analytics, enabling me to manage, coach, and improve my team."

Leonie Cooper, Client Resolution Manager, Sanlam

"The automated reporting feature allows me to improve quality assurance visibility across different levels of the organization."

Jazmin Lawes, Deriv

"Scorebuddy gave us an opportunity to create a full picture of the level of service quality at Credissimo."

Veselin Atanasov, Senior Expert Training and QA, Credissimo