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Telecommunications

Complex products. High volumes. Consistent customer experience.

Analyze 100% of customer interactions across voice, chat, and email to understand customer contact drivers, identify churn risk, and give your teams the coaching they need to deliver consistently across every product line and location.

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Telecommunications

Telecommunications companies handle huge volumes of complex interactions across billing, technical support, and account management, often with multiple business lines and locations. Scorebuddy gives telco teams complete visibility into every customer conversation, with the tools to standardize quality, reduce churn risk, and develop agents who can handle the full complexity of the role.

A graphic showing dashboards available in Scorebuddy's conversation analytics solution, including customer sentiment, top contact drivers, and custom dashboards
Intelligence

Understand what is driving contact across every product and channel

AI-powered analysis covers 100% of customer interactions, surfacing the patterns behind billing queries, technical issues, and customer frustration. Conversation analytics helps telco teams identify emerging issues and act on them before they drive churn.

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A coaching dashboard showing a coaching session, the conversation that sparked it, and the follow-up actions for the agent
Quality & Development

Standardize quality across multiple business lines and locations

Configurable scorecards and coaching grounded in real interactions give large, dispersed telco teams a consistent quality framework without losing the human element of agent development. An integrated LMS keeps teams current as products, plans, and processes evolve.

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Key capabilities & benefits

AI Auto Scoring

Evaluate 100% of interactions across technical support, billing, and account management to get a complete picture of CX and performance across every team.

Conversation Analytics

Surface the contact drivers and sentiment patterns behind customer frustration so telco teams can address root causes and reduce churn risk.

Coaching & Learning

Standardize agent development across multiple teams and locations, with coaching grounded in real interactions and LMS-based training for complex, fast-changing products.

Configurable Scorecards

Build tailored scorecards for different interaction types across technical support, billing, and sales so quality measurement stays relevant to each team.

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    "We selected Scorebuddy because it is standalone and not tied into our telephony & call recording systems, has substantial flexibility to capture and view data and trends over time."

    BenefitMall

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  • Jazmin Lawes, Deriv
    "The automated reporting feature allows me to improve quality assurance visibility across different levels of the organization."

    Jazmin Lawes, Deriv

    Read customer story
  • Leonie Cooper, Sanlam
    "Scorebuddy allows me to quickly spot trends and areas for improvement within the team with its Scorecards and Analytics, enabling me to manage, coach, and improve my team."

    Leonie Cooper, Client Resolution Manager, Sanlam

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