Cx MOMENTS

What Cx MOMENTS does

Cx MOMENTS, operating commercially as ScorebuddyCX, is an AI-powered customer experience (CX) intelligence platform for contact centers. Founded in 2016 and headquartered in Blackrock, Ireland, with a UK operating entity (Scorebuddy), the company sells a unified platform that combines quality assurance, conversation analytics, coaching, business intelligence, and an integrated learning management system (LMS). Its core technology, AI Auto Scoring, evaluates 100% of customer conversations across voice, chat, and email with claimed 90%+ accuracy, covering both human agents and AI chatbots, and provides audit trails for regulated environments.

The platform is structured around six modules: QA for Agents, QA for Bots, Conversation Analytics, Business Intelligence, Coaching, and Learning Management. AI capabilities span natural language processing (sentiment analysis, VoC pattern detection), predictive analytics (skill gap identification), and process automation (auto-scoring and tailored course generation). Reported customer outcomes include a 60%+ reduction in manual QA effort, a 50x increase in conversation coverage, and a 70%+ increase in QA coverage.

Cx MOMENTS operates a SaaS subscription model with a hybrid go-to-market: a self-serve product-led growth motion (free trial and free AI trial) targeting mid-market customers, paired with enterprise field sales via a 'Book a Demo' motion for larger accounts. The company serves more than 300 organizations across 25+ countries in verticals including Financial Services, BPO, Telecommunications, Healthcare, Retail, Technology, Betting & Gaming, Energy & Utilities, and Education, with named customers such as Allianz, TikTok, Intercom, Sun Life, Capita, Autotrader, CarTrawler, Teleflora, and the British Red Cross. The company is privately held and led by CEO and co-founder Emmanuel Doubinsky.

Name

Cx MOMENTS

Legal name

Scorebuddy

Website

https://cxmoments.com

Company type

Private

Founded year

2016

Operating status

Operating

Headcount range

1–10 employees

Short description

Cx MOMENTS (ScorebuddyCX) is an AI-powered CX intelligence platform that auto-scores 100% of contact center conversations across voice, chat, and email, serving more than 300 enterprises in 25+ countries across financial services, BPO, telecom, healthcare, retail, and technology.

Ownership category

akta.pro rank

Product category

Contact Center Quality Assurance Software

NAICS

Software Publishers (5132), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

akta.pro secondary industries

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH), Skills, Competency & Capability Management (Skills Frameworks, Badging within LMS) (EDAFAAAE)

Keywords

• Contact center quality assurance
• Conversation analytics software
• Customer experience intelligence
• AI conversation scoring
• Text analytics platform

Headquarters

HQ city

Blackrock

HQ country

Ireland

HQ region

Europe

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Subscription: Cloud-based SaaS platform with subscription licensing model. Customers access the complete CX intelligence platform including QA, conversation analytics, coaching, and learning modules on a subscription basis.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels9 records

Core offering

Cx MOMENTS is a machine learning text analytics system for customer surveys, CRM records, and webchat. Its associated platform, ScorebuddyCX, sells an AI-powered CX intelligence SaaS subscription that connects quality assurance, conversation analytics, and coaching — auto-scoring 100% of voice, chat, and email interactions with 90%+ accuracy and integrating with an LMS for targeted agent and chatbot improvement. Customers access the platform via cloud deployment on a subscription basis, with a freemium trial entry-point and enterprise sales for larger deployments.

Product overview

ScorebuddyCX is a unified CX Intelligence Platform that combines QA, conversation analytics, and coaching into one integrated solution. The platform is built around six core modules: QA for Agents, QA for Bots, Conversation Analytics, Business Intelligence, Coaching, and Learning Management System. AI powers core capabilities including auto-scoring (90%+ accuracy), sentiment analysis, and skill gap identification. The platform connects quality assurance workflows with conversation analytics and personalized coaching, enabling measurable business impact through 50x more conversations analyzed with AI and 60%+ reduction in manual QA.

Differentiator

Problem solved

Functional benefit

Products and services

• QA for Agents AI-powered quality assurance module that auto-scores 100% of human agent conversations across voice, chat, and email with 90%+ accuracy. Provides scorecards configured to organizational standards with a full audit trail for regulated environments, used by contact center and CX teams to scale QA beyond manual sampling.
• QA for Bots Quality assurance module that reviews and evaluates AI chatbot performance alongside human agents, ensuring chatbot interactions meet organizational standards and quality benchmarks. Used by enterprises to monitor and improve AI-powered customer service channels.
• Conversation Analytics AI-powered analytics solution that analyzes every customer interaction to surface patterns, Voice of the Customer insights, sentiment, contact drivers, and risk indicators. Includes custom dashboards and reports used by CX, product, marketing, and other business functions.
• Business Intelligence BI tool that delivers comprehensive insights on evaluations and business metrics derived from conversation analysis and QA data, enabling stakeholders across CX, product, and operations to act on platform outputs.
• Coaching AI-powered coaching module that identifies skill gaps in human agents and chatbots and enables assignment of targeted coaching plans. Provides faster feedback and clear next steps from conversation analysis to improved performance.
• Learning Management System (LMS) Integrated learning and development module that assigns targeted courses based on real performance data and generates tailored courses via AI in a few clicks, working alongside scoring, analytics, and coaching to accelerate agent and chatbot development.

Quantifiable outcome

• 60%+ reduction in manual QA effort
• +4 more outcomes

Named customers20 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

Integration1 record

AI capability6 records

Feature4 records

Partnerships

One partnership is on record.

• Integrations EcosystemcoreTechnology or IntegrationScorebuddyCX maintains an integrations page with various technology partnerships for product connectivity. Specific integration partners are listed on the dedicated integrations page at scorebuddycx.com/integrations but detailed partner names and partnership terms are not specified in the source material.

Scale indicators6 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• PlayVox: PlayVox is a quality assurance and workforce engagement platform built for contact centers, with AI scoring features that directly compete with ScorebuddyCX's core QA for Agents module.
• Calabrio (formerly CallMiner): Calabrio offers contact center QA, speech analytics, and workforce engagement management — directly overlapping ScorebuddyCX's QA + conversation analytics + coaching pillars for similar enterprise contact center buyers.
• Tymeshift (by Syteline/Quality Magazine): Tymeshift provides AI-driven quality assurance and analytics for contact centers, competing directly in the SMB/mid-market QA segment where ScorebuddyCX has G2 Best Results positioning.

Broad incumbents

• Genesys Cloud CX: Genesys offers native QA, speech analytics, and coaching capabilities embedded in its CCaaS platform — a major bundling threat for standalone CX intelligence players like ScorebuddyCX.
• Verint Systems: Verint's Engagement Data Management and Quality Monitoring compete directly in contact center QA, conversation analytics, and AI-driven agent coaching at enterprise scale.
• Five9 (Genius AI): Five9's Genius AI suite adds conversation analytics, summarization, and quality insights natively to its CCaaS platform — an adjacent incumbent that competes for the same contact center buyer budgets.
• NICE Ltd. (NICE CXone): NICE's CXone suite bundles interaction analytics, quality management, and workforce engagement — the broadest incumbent competing head-on with ScorebuddyCX, particularly in regulated industries.

Emerging players

• ASAPP: ASAPP combines AI agent assistance, conversation analytics, and quality monitoring for enterprise contact centers — a well-funded emerging competitor in the AI conversation intelligence space.
• Observe.AI: Observe.AI provides conversation intelligence, AI scoring, and agent coaching for contact centers — a direct functional overlap with ScorebuddyCX's QA + coaching modules.
• Cresta: Cresta delivers AI-driven real-time coaching, agent assistance, and conversation analytics — overlapping ScorebuddyCX's coaching + analytics modules with a focus on generative AI.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/ScorebuddyCX
• YouTubeyoutube.com/@ScorebuddyCX
• Facebookfacebook.com/ScorebuddyCX
• LinkedInlinkedin.com/company/cx-moments
• Instagraminstagram.com/scorebuddycx

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds1 record

Investors1 record

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

M&A

Investments

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

Frequently asked questions about Cx MOMENTS