Smart Role vs Scorebuddy
ScorebuddyCX (formerly Scorebuddy) is a contact-center QA platform combining AI auto-scoring, conversation analytics, coaching and a built-in LMS. Based in Dublin, it says it serves more than 300 organisations in 25 countries, including Allianz, TikTok and Intercom.
At a glance
Smart Role
- Built for
- Customer support and contact centers
- Pricing
- Free plan (10 sessions). Core from $29 per active user per month, unlimited scenarios per user. Ultimate on quote.
- Security
- SOC 2 Type 2, ISO 27001, GDPR, EU hosting
Scorebuddy
- Built for
- Contact-center QA
- Pricing
- Per user, by package (Foundation, Accelerate, Elite), on quote, with AI-credit and LMS add-ons. 14-day free trial.
- Security
- ISO 27001:2022, SOC 2 Type 2
- Ratings
- G2 4.5/5 · Capterra 4.5/5
What is Scorebuddy?
“AI-powered CX intelligence, built by QA experts.”
ScorebuddyCX (formerly Scorebuddy) is a contact-center QA platform combining AI auto-scoring, conversation analytics, coaching and a built-in LMS. Based in Dublin, it says it serves more than 300 organisations in 25 countries, including Allianz, TikTok and Intercom.
What Scorebuddy does well
- QA, coaching and a full LMS in one product.
- Wide CCaaS and help-desk integrations, plus an open API.
- EU-based vendor with ISO 27001 and SOC 2 Type 2.
Where Smart Role is different
Practice, not only courses
Scorebuddy remediates through courses in its LMS. Smart Role adds what a course cannot: simulated customers to practise with, and a pass mark on your scorecard before going live.
Better together
Keep QA and courses in Scorebuddy, and use Smart Role for role-plays on the scenarios behind QA failures. Both integrate with Zendesk and Intercom.
Simple, published pricing
Scorebuddy prices per user, with AI scoring volume capped per plan and the LMS as an add-on. Smart Role bills only the agents who trained that month, with unlimited scenarios per user, and publishes its Core price.
Feature by feature
| Criterion | Smart Role | ScorebuddyContact-center QA |
|---|---|---|
| Built for customer support | Yes | Yes |
| AI role-play simulations | Yes | No |
| QA of real customer conversations | ~Partly: In beta: imports Zendesk and Intercom conversations and scores them with the same scorecards as the simulations. | Yes |
| Voice (phone) simulations | Yes | No |
| Chat simulations | Yes | No |
| Email simulations | Yes | No |
| Scenarios from your own tickets & knowledge base | Yes | No |
| Custom scorecards | Yes | Yes |
| Training paths | Yes | Yes |
| Hiring assessments | Yes | ?Not public |
| Zendesk app | Yes | Yes |
| Intercom app | Yes | Yes |
| Free plan | Yes | No |
| Public pricing | Yes | No |
| EU data hosting | Yes | ~Partly |
Which one is right for you?
Choose Scorebuddy if
You want QA, coaching and a full LMS from one EU vendor, with wide CCaaS and help-desk integrations, especially in a regulated sector.
Choose Smart Role if
You want agents to practise the situations behind QA failures with simulated customers, by voice, chat or email, and get certified on the same criteria, with a Free plan and published prices.
Sources
- scorebuddycx.com — positioning, products, customers
- scorebuddycx.com — plans, per-user model, trial, add-ons, data region
- scorebuddycx.com — LMS features
- scorebuddycx.com — integrations, open API
- scorebuddycx.com — ISO 27001, SOC 2
- capterra.com — Capterra rating
This comparison is based on Scorebuddy's public information as of 2026-10-01. Products change: if something here is out of date, tell us at friends@smartrole.ai and we will correct it.
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