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Scorebuddy VS Hostcomm Interaction Analytics

Compare Scorebuddy VS Hostcomm Interaction Analytics and see what are their differences

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Scorebuddy logo Scorebuddy

SO WHAT IS SCOREBUDDY ALL ABOUT? Years ago, physical score cards or computer spreadsheets were used to track customer interactions.

Hostcomm Interaction Analytics logo Hostcomm Interaction Analytics

Leverage AI Interaction Analytics to automatically dissect, interpret, and respond to every interaction, both internal and external to your organisation.
  • Scorebuddy Landing page
    Landing page //
    2023-06-17
  • Hostcomm Interaction Analytics Landing page
    Landing page //
    2023-06-24

Hostcomm Interaction Analytics can Analyse, understand and act on every interaction in and out of your organisation automatically using advanced AI. Call recording transcripts, SMS, Email, Social Media and Feedback site messages are automatically processed, classified and arranged into a priority (triaged) order where they can be responded to automatically or by customer service staff. The first stage of improving your customer experience (CX) is understanding how you are performing right now. Hostcomm’s Interaction Analytics service works with any systems and is easy to implement, with no coding required. The telephone call transcription process identifies speaker, this is often referred to as 'diarisation'. Next the structured transcript is processed through a Large Language Model to establish sentiment, behaviour, keywords, goal achievement and other insights. The derived information is displayed on the Interaction Analytics user interface.

Hostcomm Interaction Analytics will work with any contact centre or PBX system. It will be easier and quicker however if you are already using AWS S3 or Azure Blob storage to file your exiting interaction files. If you are not using them we can work with whatever you have or help you organise your data into the aforementioned storage services.

Hostcomm Interaction Analytics is fully GDPR compliant and your data will not leave the United Kingdom, if this is what you require. Hostcomm is a Level 1 PCI DSS compliant service provider and we treat personal data in the same way as we process credit card data. For organisations outside of the UK, similar configurations are implemented to ensure your data stays in your region. This is possible using our main partners AWS and MS Azure.

Scorebuddy

Website
scorebuddyqa.com
$ Details
-
Platforms
-
Release Date
-
Edit details

Hostcomm Interaction Analytics

Website
hostcomm.co.uk
$ Details
paid Free Trial £0.03 (Per minute )
Platforms
Google Chrome Safari Firefox
Release Date
2020 January
Edit details

Scorebuddy features and specs

  • User-Friendly Interface
    Scorebuddy features an intuitive and easy-to-navigate interface, making it accessible for users of varying technical proficiency levels.
  • Comprehensive Reporting
    The platform offers robust reporting functionalities, allowing users to generate detailed reports and insights on quality assurance (QA) metrics.
  • Customization Features
    Scorebuddy provides customizable scorecards and evaluation forms, enabling users to tailor assessments to specific needs and criteria.
  • Seamless Integration
    It integrates well with various CRM and communication tools, enhancing its usability within existing workflows.
  • Cloud-Based
    Being a cloud-based solution, Scorebuddy provides flexibility and scalability, allowing users to access the platform from any location with internet connectivity.

Possible disadvantages of Scorebuddy

  • Pricing
    Scorebuddy can be relatively expensive, especially for smaller businesses or startups with limited budgets.
  • Learning Curve for Advanced Features
    While the basic features are user-friendly, harnessing the full potential of more advanced functionalities might require additional training and time.
  • Limited Offline Access
    As a cloud-based tool, it requires internet access to function, limiting its usability in offline scenarios.
  • Potential Over-Complexity
    For smaller teams or those with simpler QA needs, the extensive features and options might feel overwhelming and unnecessarily complex.
  • Support Response Times
    Some users have reported slower response times from customer support, which could be a drawback when urgent assistance is needed.

Hostcomm Interaction Analytics features and specs

  • Multiple communications channels
  • Call transcription
    Yes
  • Speaker diarisation
  • AI language understanding
  • Personal data redaction
    Yes
  • Key word detection
    Yes
  • AI behaviour detection
    Yes
  • FCA consumer duty usage
    Yes
  • Pay as you go pricing
    Yes
  • AWS S3 & Azure storage
    Yes
  • End to end encryption of data
    Yes
  • GDPR compliant
    Yes
  • Trend alerting
    Yes
  • Management reports
    Yes

Analysis of Scorebuddy

Overall verdict

  • Scorebuddy is considered a good solution for businesses looking to improve their contact center quality assurance processes. It provides valuable insights and detailed analytics that help in understanding and enhancing customer interactions. Most users report satisfaction with its ease of use and the positive impact on both agent performance and customer satisfaction.

Why this product is good

  • Scorebuddy QA is generally well-regarded because it offers robust tools for call quality monitoring, assessment, and feedback for customer service teams. It simplifies the process of maintaining high service standards through customizable scorecards, insightful analytics, and seamless integration with various call center technologies. Users appreciate its user-friendly interface and the ability to tailor assessments to specific business needs, which enhances their team's performance and coaching effectiveness.

Recommended for

    Scorebuddy is recommended for call centers, customer support teams, and businesses that prioritize quality assurance and are looking to optimize their customer interaction processes. It is particularly beneficial for organizations seeking flexible and scalable solutions to tailor their QA processes as they grow and evolve.

Scorebuddy videos

+ Add

Scorebuddy Explainer Video

More videos:

  • Review - Scorebuddy - Simple Staff Scoring Solution for Quality Monitoring Customer Service

Hostcomm Interaction Analytics videos

No Hostcomm Interaction Analytics videos yet. You could help us improve this page by suggesting one.

Add video

Category Popularity

0-100% (relative to Scorebuddy and Hostcomm Interaction Analytics)

Scorebuddy

Hostcomm Interaction Analytics

Communication
100 100%
Communication
0% 0
Cloud Contact Center
0 0%
Cloud Contact Center
100% 100
Business & Commerce
100 100%
Business & Commerce
0% 0
Idea Management
0 0%
Idea Management
100% 100

Questions and Answers

As answered by people managing Scorebuddy and Hostcomm Interaction Analytics.

Who are some of the biggest customers of your product?

Hostcomm Interaction Analytics's answer:

  • Homeserve PLC,
  • Kantar
  • London Borough of Redbridge
  • Ongo Housing
  • Peabody Housing
  • BT EE
  • Cabot Finance
  • Shelter
  • Companies House

Which are the primary technologies used for building your product?

Hostcomm Interaction Analytics's answer:

  • Amazon AWS
  • Vercel NextJS
  • WebRTC
  • SQL Mongo Postgres

What's the story behind your product?

Hostcomm Interaction Analytics's answer:

Hostcomm is based in the UK and has been providing various cloud services for 15 years. Hostcomm has around 400 clients in the UK. Our areas of focus in 2023 are as follows:

  • Cloud Contact Centres.
  • Video Contact Centres.
  • Unified Communications.
  • Interaction Analytics.
  • AI virtual agents.
  • Remote Visual Assistance.
  • Support services.
  • Software development.
  • PCI DSS payment systems.

Hostcomm is a Level 1 PCI DSS accredited service provider and a member of Crown Commercial Services (GCloud13).

How would you describe your primary audience?

Hostcomm Interaction Analytics's answer:

Any organisation that wants to understand how good their service is, across all channels, real time, not just once a year.

Why should a person choose your product over its competitors?

Hostcomm Interaction Analytics's answer:

The Interaction Analytics web user interface is easy to use and well designed. It is comprehensive but logical and easy to understand. It handles lots of communications channels such as telephone calls, emails, SMS, Social Media, WhatsApp, and rating sites. Pricing is based on a pay-as-you-go model so you can test and perform proof of concepts and trials really easily. Hostcomm Interaction Analytics comes with telephone technical support. If you are based in the United Kingdom you will have no complicated contractual issue with the security of your data, which will stay in the UK zone and is GDPR compliant. If you are outside of the UK we will configure a zone-specific domain using AWS so that you are compliant with your data protection laws.

What makes your product unique?

Hostcomm Interaction Analytics's answer:

  • Hostcomm Interaction Analytics works with any contact centre or PBX system.
  • Handles phone calls, emails, SMS, Social Media and Ratings site such as Trustpilot.
  • Data files can be stored in your own AWS S3 or Azure accounts.
  • Pricing is based on pay-as-you-go.
  • Interaction Analytics using Large Language Models for high accuracy.
  • Comprehensive Telephone Technical Support.

User comments

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What are some alternatives?

When comparing Scorebuddy and Hostcomm Interaction Analytics, you can also consider the following products

PlayVox - With PlayVox you can run your QA, Coaching, Training and Motivation programs in one place in order to improve CSAT and other relevant KPIs.

NICE Systems - NICE Systems is an Israel-based company specializing in telephone voice recording, data security, and surveillance.

Stella Connect - Stella Connect enables to build deeper customer connections, increase employee motivation and transform the QA and training approach.

CallMiner Eureka - Speech Analytics

Observe.AI - Observe.AI is a top-rated platform that helps you to ensure high-quality call center customer services.

Qualtrics - Qualtrics is the most trusted research platform, helping brands make crucial business decisions. From surveys to insights to action.

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