What Scorebuddy does

Scorebuddy, legally Sentient Solutions Limited, is an Ireland-based (Dublin) B2B SaaS company founded in 2001 that builds an AI-powered CX intelligence platform for contact center quality assurance. The unified platform combines six integrated modules — QA for Agents, QA for Bots, Conversation Analytics, Business Intelligence, Coaching, and a Learning Management System — designed to replace sample-based manual quality monitoring with automated scoring across 100% of voice, chat, and email interactions. The company reports AI Auto Scoring accuracy above 90% across human and AI chatbot interactions, a 60%+ reduction in manual QA workload, 70%+ expansion of QA coverage, and 50x more conversations analyzed versus manual methods. Underlying capabilities include natural language processing, sentiment analysis, predictive analytics for skill-gap identification, recommendation-driven course generation, and a retrieval-augmented generation (RAG) module called AI Knowledge launched in October 2025 that grounds scoring in each customer's proprietary knowledge base.

Scorebuddy sells primarily to enterprise contact centers in regulated verticals — financial services (Allianz, Sun Life, Sanlam, Tide, Permanent TSB, BenefitMall), betting and gaming (Games24x7, Deriv), BPO (Capita), travel (CarTrawler), technology (Intercom, TikTok, AutoTrader), retail (Teleflora), government and nonprofit (British Red Cross, Citizens Information) — with a stated base of 300+ organizations across 25+ countries. The go-to-market combines enterprise field sales (demo-driven), inside sales for mid-market, and a self-serve 14-day free trial, with annual SaaS subscription pricing. Distribution supports English, German, Spanish, French, and Brazilian Portuguese, and the company holds G2 Leader status in Contact Center Quality Assurance, G2 Momentum Leader, and G2 2026 Best Software Awards in both Customer Service Software and Best EMEA Software Companies categories. In May 2021 the company acquired CxMoments to add text analytics, and in November 2024 it raised a Series 4 round of $5.23M led by Foresight Group. The company is founder-led by CEO Derek Corcoran with co-founder Dick Bourke and CRO Claire O'Rourke, and has rebranded from Scorebuddy to ScorebuddyCX to reflect its expansion from a pure QA tool into a broader CX intelligence platform.

Name

Scorebuddy

Legal name

Sentient Solutions Limited

Website

https://scorebuddyqa.com

Company type

Private

Founded year

2001

Operating status

Operating

Headcount range

11–50 employees

Short description

ScorebuddyCX is an Ireland-based AI-powered SaaS platform that automates contact center quality assurance by scoring 100% of voice, chat, and email interactions, combining QA, conversation analytics, coaching, and an integrated LMS for enterprise customers across 25+ countries.

Ownership category

akta.pro rank

Headquarters

HQ city

Dublin

HQ country

Ireland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. SaaS Platform Subscription: Subscription-based pricing model for CX intelligence platform. Platform includes QA for agents, QA for bots, conversation analytics, business intelligence, coaching, and learning modules.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels7 records

Core offering

Scorebuddy sells an AI-powered, SaaS CX intelligence platform for contact centers that combines automated quality assurance across voice, chat, and email, conversation and sentiment analytics, BI dashboards, AI-driven coaching, and an integrated learning management system. The platform is sold on annual subscriptions to enterprise and mid-market customers in regulated and customer-service-intensive verticals, with enterprise field sales plus a self-serve 14-day free trial as the acquisition motions.

Product overview

ScorebuddyCX is a unified CX Intelligence Platform that connects QA, conversation analytics, and coaching to deliver measurable business impact. The platform consists of six integrated core products: QA for Agents (AI Auto Scoring across voice, chat, and email with 90%+ accuracy), QA for Bots (evaluating AI chatbot performance), Conversation Analytics (AI-powered pattern and sentiment analysis), Business Intelligence (dashboards connecting QA to executive decision-making), Coaching (AI-driven skill gap identification and targeted plans), and Learning Management System (integrated LMS assigning courses based on performance data). An additional AI Knowledge feature incorporates RAG capabilities to ground AI scoring in organizational knowledge bases. The platform is designed for contact centers seeking to automate quality assurance, scale QA coverage, and improve agent performance.

Differentiator

Problem solved

Functional benefit

Products and services

• QA for Agents

Quantifiable outcome

• 60%+ reduction in manual QA work
• +5 more outcomes

Named customers21 records

Segments9 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability9 records

Feature5 records

Partnerships

One partnership is on record.

• CxMomentscoreStrategic or Co-development Partner · 11 May 2021Acquisition of CxMoments, a text analytics solution provider, to enhance contact center quality assurance platform. Integration aims to improve AI-driven insights, automate quality assurance, and expand customer support coverage using advanced analytics and machine learning. This acquisition strengthened Scorebuddy's text analytics capabilities and AI-powered QA functionality.

Scale indicators6 records

Recent moves7 records

Expansion highlights6 records

Broad incumbents

• NICE: NICE is a broad incumbent in workforce engagement management (WEM) and contact center analytics. Its NICE CXone platform bundles QA, speech analytics, coaching and performance management — directly overlapping with Scorebuddy's six-module CX intelligence stack for enterprise contact centers.
• Genesys: Genesys is a leading CCaaS platform that increasingly bundles AI-powered quality management, speech analytics and workforce engagement into its Cloud CX suite. It is a broad incumbent whose bundled QA capabilities compete with Scorebuddy for the same enterprise contact center budget.

Direct peers

• Verint: Verint is a direct competitor in contact center quality assurance, speech analytics and performance management. Verint's Workforce Engagement and Speech Analytics suites target the same regulated-enterprise buyers as Scorebuddy across financial services, telecom and BPO.
• Calabrio: Calabrio offers a contact center WEM suite including quality monitoring, speech analytics and workforce management. It targets the same mid-market and enterprise contact center customers as Scorebuddy and competes directly on AI-driven QA and analytics features.
• Playvox: Playvox is a cloud-native quality assurance and performance management platform for contact centers. It is a direct peer to Scorebuddy's QA for Agents and Coaching modules, particularly for BPO and mid-market customers seeking modern alternatives to legacy WEM suites.
• EvaluAgent: EvaluAgent is a quality assurance and performance improvement platform for contact centers. It directly overlaps with Scorebuddy's core QA, coaching and analytics modules, and competes head-to-head in the BPO and mid-market segments.
• CallMiner: CallMiner is a conversation analytics platform that analyzes 100% of customer interactions across voice and text for CX, quality and compliance use cases. It is a direct peer to Scorebuddy's Conversation Analytics and QA modules, especially in regulated industries.

Emerging players

• Observe.AI: Observe.AI is an AI-native conversation intelligence platform for contact centers, offering auto-scoring, sentiment analysis and coaching. It competes directly with Scorebuddy's AI Auto Scoring and Conversation Analytics modules but with significantly more venture capital backing.
• Cresta: Cresta is an AI-native real-time coaching and contact center AI platform. It overlaps with Scorebuddy's Coaching and AI Auto Scoring modules and represents a well-funded emerging competitor targeting similar enterprise CX use cases.
• Tethr: Tethr is a conversation intelligence and analytics platform for contact centers, providing AI-driven scoring, sentiment analysis and coaching insights. It is comparable to Scorebuddy's Conversation Analytics and coaching offerings, particularly in mid-market and BPO segments.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/score_buddy
• YouTubeyoutube.com/@ScorebuddyCX
• Facebookfacebook.com/Scorebuddy
• LinkedInlinkedin.com/company/scorebuddy
• Instagraminstagram.com/scorebuddycx

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Subsidiaries1 record

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Scorebuddy