BPO & Outsourcing
CX intelligence that helps BPOs win clients and keep them.
Analyze 100% of interactions across every channel, deliver CX intelligence clients can act on, and demonstrate the kind of measurable value that makes you indispensable.
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BPO & Outsourcing
BPOs operate on thin margins, tight SLAs, and constant pressure to prove their value to clients. Scorebuddy gives BPO teams the conversation intelligence to monitor performance across every client program and meet different compliance requirements simultaneously.
Coverage
See 100% of what happens in every client's customer conversations
AI-powered analysis covers every interaction across voice, chat, and email across every client program. Different clients bring different compliance requirements, and configurable scorecards let you apply the right standards to each one. Complete coverage means nothing falls through the gaps, regardless of which client framework you're working under.
Intelligence
Make client reporting a competitive advantage
Custom dashboards and reports give each client clear visibility into their customer experience, sentiment trends, and contact drivers. When clients can see the full value of what you deliver across every conversation, you move from service provider to strategic partner.
Key capabilities & benefits
Multi-Client Management
Run separate programs for each client from one platform, applying different scorecards, compliance frameworks, and reporting standards to match each client's specific requirements.
AI-Powered Analysis
Automatically analyze 100% of interactions across human agents and AI chatbots, across every client program, for complete and reliable coverage.
Client Intelligence Reporting
Deliver client-specific dashboards and reports that go beyond SLA tracking to surface the CX trends, sentiment patterns, and actionable insights that demonstrate your value.
Coaching & Development
Connect coaching and learning directly to conversation data, so agents improve faster and clients see measurable performance gains.
"Scorebuddy has helped improve visibility into quality performance across teams by providing consistent scoring and reporting tools."
Jennifer, Manager of QA and Training, Global Insurance Leader
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"Scorebuddy has made our quality assurance quicker, easier, and more accurate. Agents are happier with the evaluation process, and supervisors are happier with the results."
Amy Breen, Business Assurance Senior Manager, Permanent TSB
"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