Balto is built to enable agents during live calls. ScorebuddyCX is built for QA teams who need full control over their quality program: configurable scorecards, calibration workflows, post-interaction intelligence, and a complete development loop from scoring to coaching to learning.
Guiding agents through calls is only one piece of the puzzle. You've also got to build the quality program that makes every call better.
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| AI Auto Scoring across 100% of interactions |
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| Omnichannel coverage: voice, chat, and email |
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| Deep scorecard customization with conditional logic |
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| Calibration workflows for consistent evaluator scoring |
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| Conversation analytics: sentiment, contact drivers, patterns |
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| QA findings connected to structured coaching sessions |
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| Integrated LMS for structured agent development |
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| Native BI reporting for org-wide performance visibility |
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Balto focuses on guiding agents live, in the moment. ScorebuddyCX gives QA teams the tools to define, measure, and raise quality across every interaction, with agents part of that same loop.
Build scorecards tailored to your specific workflows, with conditional logic, weighted sections, and variants by team, language, or queue. Run calibration sessions to keep scoring consistent across evaluators. Give agents a transparent process for reviewing and formally challenging their scores.
It's the depth and control a serious quality program runs on.
Spotting a coaching opportunity is one thing. Acting on it consistently across your whole team is harder. ScorebuddyCX connects QA scores directly to coaching sessions grounded in real conversations, using proven frameworks like GROW, OSKAR, and CLEAR.
When a skill gap is confirmed, ScorebuddyCX's Learning Management System assigns targeted learning automatically. Every step from score to coaching session to course completion happens in the same platform, so development is built into the quality program rather than handled separately.
Quality data is most valuable when it reaches the people best placed to act on it. ScorebuddyCX's Business Intelligence turns performance and conversation data into dashboards for QA managers, CX leaders, operations teams, and senior leadership.
Filter by agent, team, channel, scorecard, or time period, and share directly from the platform. No spreadsheet exports. No weekly report builds. The teams that need visibility into quality performance have it when they need it.
