Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. Scorebuddy: Scorebuddy is an AI-powered contact center quality assurance platform that transcribes and auto-scores voice, chat, email, and social interactions against customizable scorecards. We compare them on cost, capture approach, and day-to-day fit so you can choose faster.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and Scorebuddy when transcribing and analyzing multilingual customer calls to surface sentiment and contact drivers matters most. Run both through a week of actual calls to see which suits your workflow.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
Scorebuddy is an AI-powered contact center quality assurance platform that transcribes and auto-scores voice, chat, email, and social interactions against customizable scorecards.
Cresta is an enterprise customer-experience AI platform that unifies human and AI agents across voice and digital channels. It captures conversations through integrations with major contact-center systems such as Genesys, NICE, Salesforce, Twilio, and Amazon Connect, then analyzes those interactions at scale to surface behavioral insights and deliver real-time guidance. Its Agent Assist listens to live conversations and provides agents with in-the-moment suggestions, knowledge, and next-best actions, while a Knowledge Agent proactively surfaces context-aware answers without manual prompting. Cresta's conversation intelligence analyzes 100% of interactions to identify the behaviors that drive outcomes, and its automated quality management scores conversations across the board so supervisors gain visibility without manual sampling. The platform also offers autonomous AI agents that can resolve customer conversations end to end, plus an Agent Operations Center that gives supervisors real-time visibility and intervention tools across both human and AI-led conversations. Cresta is built for large enterprise contact centers in industries such as financial services, travel and hospitality, telecommunications, insurance, and healthcare that need real-time assistance, coaching, and analytics at scale. Pricing varies by plan. Check the official website for current pricing.
Best suited for
Scorebuddy (ScorebuddyCX) is a contact center quality assurance and conversation intelligence platform built for QA teams, CX leaders, and BPOs across industries such as financial services, technology, healthcare, and retail. It ingests agent-customer interactions across voice, chat, email, and social channels and uses GenAI auto-scoring to automatically evaluate conversations against fully customizable scorecards, scoring both human agents and AI chatbots while maintaining an audit trail for regulated environments. For voice, it provides AI transcription that converts multilingual call recordings into transcripts, then layers conversation analytics on top: automated sentiment analysis, contact-driver categorization, and pattern detection across interactions. Reviewers can view scorecards alongside AI marked-up conversations and build automated pass/fail rules. The platform also includes a built-in learning management system that assigns targeted coaching and AI-generated courses based on identified skill gaps, plus configurable dashboards for CX, product, and other teams. It integrates with leading contact center and CRM tools including Five9, Genesys, Salesforce, and Zendesk. What distinguishes it is the combination of configurable QA scorecards, transcription-driven analytics, and coaching/LMS in one workflow.
Best suited for
Cresta is a free tier with paid upgrades (freemium); Scorebuddy is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | Scorebuddy |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | AI transcription of multilingual call recordings into text transcripts |
| Standout feature | Conversation intelligence analyzing 100% of interactions | GenAI auto-scoring of interactions against fully customizable scorecards |
| Team usage | Automated quality management and scoring across all calls | Conversation analytics with sentiment analysis and contact-driver categorization |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Omnichannel coverage across voice, chat, email, and social interactions |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Side-by-side view of scorecards and AI marked-up conversations with automated pass/fail rules |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Built-in learning management system with targeted coaching and AI-generated courses |
Cresta
Choose Cresta if you need assisting contact-center agents in real time during customer conversations — strengths include delivers real-time guidance during live conversations, not just post-call review.
Scorebuddy
Choose Scorebuddy if you need automatically scoring and qa-evaluating up to 100% of contact center interactions across channels — strengths include covers qa, conversation analytics, transcription, and coaching/lms in a single integrated platform.
Cresta
Scorebuddy
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while Scorebuddy is strong for automatically scoring and qa-evaluating up to 100% of contact center interactions across channels. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and Scorebuddy is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Sure. Running both makes sense when their strengths don't overlap and the budget allows.
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