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Scorebuddy Conversation Analytics
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What Scorebuddy Conversation Analytics is
Scorebuddy Conversation Analytics analyzes customer interactions to show why people make contact, how they feel, and what teams across a business may need to know. The product describes AI analysis of 100% of interactions across channels. Teams can create keyword-logic topics and apply them to historical conversations, then track contact-driver volumes and trends to investigate changes. Sentiment analysis follows sentiment over time alongside customer effort scores and NPS. Listed capabilities also include automatic topic detection, intent detection, journey analysis, conversation search, compliance monitoring, and compliance reviews. Quality and coaching functions include AI-assisted scoring, calibration tools, agent coaching, and coaching workflows. Conversation Analytics is 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 including Intercom, Genesys, Amazon Connect, Salesforce, HubSpot, NICE CXone, Zendesk, and others. Pricing depends on users and package, with flexible annual contracts; pricing is available on request. A guided 14-day free trial is available.
Who it suits
The product is intended for contact-center CX and operations leaders, as well as product managers, marketers, and senior leaders who need insight from customer interactions. It suits teams looking to examine contact drivers and sentiment across channels.
What it does well
- Analyzes interactions across channels.
- Tracks sentiment, customer effort scores, and NPS.
- Custom topics can be applied to historical conversations.
- Guided 14-day free trial is available.
What to know first
- No free plan is offered.
- Conversation Analytics is listed in the Elite plan.
- Pricing is available on request.
Limits
Foundation is an entry-level QA solution, while Accelerate includes 500 monthly AI scores and Elite includes 1,000 monthly AI scores. Conversation Analytics is listed as an Elite feature, and the trial lasts 14 days.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Foundation | per user per month · Customizable scorecards · AI assistance · QA workflows · calibration · agent dashboards · advanced reporting · root-cause analysis · compliance reporting · standard integrations | $24 a month |
| Accelerate | per user per month · Foundation features · AI Auto Scoring · 500 monthly AI scores · BI custom dashboards · multilingual UI · in-app coaching · CCaaS integrations · dedicated client manager | $32 a month |
| Elite | per user per 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 | $41 a month |
| Accelerate | Request a price · Foundation plus AI Auto Scoring, 500 monthly AI scores, BI dashboards, coaching, CCaaS integrations and dedicated client manager | On request |
| Foundation | Request a price · Complete QA solution with dashboards, workflows, calibration and reporting | On request |
| Elite | Request a price · Foundation and Accelerate plus conversation analytics, 1,000 monthly AI scores, voice transcription, Salesforce, Open API, SSO and regional data hosting | On request |
As scorebuddycx.com lists them, read 21 Oct 2026. The maker's own page has the final word.
Getting started
- Open the Scorebuddy website
- Request pricing for a package
- Choose a plan with flexible annual contracts
- Connect a listed integration or the Open API
- Use the guided 14-day trial with Scorebuddy staff
- Configure topics and apply them to historical conversations
Verdict
Scorebuddy Conversation Analytics combines interaction analysis with topic, sentiment, and contact-driver views. Buyers should confirm package fit and pricing, since the feature is listed for Elite and costs vary by users and plan.
Questions
How much does Scorebuddy cost?
Pricing is based on users and the selected package, with flexible annual contracts. Prices are provided on request.
Is there a free trial or free plan?
There is no free plan. Scorebuddy offers a guided 14-day free trial.
Which integrations are available?
Listed integrations include Intercom, Genesys, Amazon Connect, Salesforce, HubSpot, NICE CXone, Zendesk, Freshdesk, Aircall, Five9, Talkdesk, Dixa, Live Chat and an Open API.
Which plan includes Conversation Analytics?
Conversation Analytics is listed as an Elite plan feature. Elite also lists AI voice transcription, SSO and selectable EU, US or UK data regions.
How is customer interaction data handled?
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.
Facts from Scorebuddy Conversation Analytics's own pages
- 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, 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, 30 Sept 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, 21 Oct 2026
- API security
- The maker says APIs and customer integrations use industry standards such as OAuth. · scorebuddycx.com, 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, 30 Sept 2026
- Availability commitment
- The SLA targets 99.5% monthly availability and defines service credits when uptime falls below that level. · scorebuddycx.com, 21 Oct 2026
- Coaching
- Coaching plans are tied to skill gaps and the specific interactions that generated the feedback. · scorebuddycx.com, 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, 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, 21 Oct 2026
- Company size
- The company’s About page reports more than 60 team members, while LinkedIn lists 51–200 employees. · scorebuddycx.com, 21 Oct 2026
- Contact drivers
- The product tracks contact-driver volumes and trends so teams can investigate the interactions behind changes. · scorebuddycx.com, 30 Sept 2026
- Conversation analytics
- AI analyzes human and AI-agent interactions for sentiment, contact drivers, Voice-of-Customer trends and configurable dashboards. · scorebuddycx.com, 21 Oct 2026
- Coverage
- The product describes AI analysis of 100% of customer interactions across channels. · scorebuddycx.com, 30 Sept 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, 21 Oct 2026
- Deployment model
- The terms describe Scorebuddy as a SaaS service delivered through an online software platform. · scorebuddycx.com, 21 Oct 2026
- Documentation
- The SLA points customers to an extensive Intercom documentation library covering service use and configuration. · scorebuddycx.com, 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, 21 Oct 2026
- Founded
- ScorebuddyCX says it was founded in 2012. · scorebuddycx.com, 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, 21 Oct 2026
- Headquarters
- Dublin, Ireland · scorebuddycx.com, 28 Sept 2026
- Integrations
- Listed connectors include Genesys, Intercom, Amazon Connect, Salesforce, HubSpot, NICE CXone, Assembled, LivePerson, Kustomer, Freshdesk, Zendesk, Aircall, Five9, Talkdesk, Dixa and LiveChat. · scorebuddycx.com, 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. · scorebuddycx.com, 21 Oct 2026
- Limit: dashboard outages
- A Capterra reviewer reports that the dashboard sometimes goes down while reviewing calls. · capterra.com, 21 Oct 2026
- Limit: performance delays
- G2 review analysis mentions occasional slow loading or lag, especially on larger dashboards or during busy periods. · learn.g2.com, 21 Oct 2026
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