Scorebuddy and Genesys Accelerate Growing Partnership

Scorebuddy has been listed as a Premium Client App on Genesys’ AppFoundry Marketplace, marking an enhanced collaboration between the two companies.

This move allows Genesys customers to access Scorebuddy’s AI-powered quality assurance (QA) solution for contact centres, aiming to optimise operational efficiency and customer experience.

Key features include:

• Deep Integration: Access all Genesys channels, including voice, chat, and screen recordings, for targeted QA, with integration with third-party helpdesks and live chat.
• GenAI Auto Scoring: Automates up to 100% of interaction evaluations, reducing manual effort and uncovering deeper customer insights. The scoring criteria are fully configurable.
• Customisable Scorecards: Provides a flexible scorecard builder with adjustable questions, scoring, and comments, giving users full control.
• Advanced Reporting: Multi-level reporting with optional business intelligence tools offers actionable insights into team and individual performance.
• Automated Workflows: Accelerates QA processes with powerful automation features, including multiple scorecards and targeted evaluator assignments.

The integration supports advanced features such as auto-fail criteria, critical fail measures, and customisable call searches, further enhancing the QA process for users of Genesys Cloud.

You can find out more by reading the full press release here

Author: Robyn Coppell

Reviewed by: Jo Robinson