About sentient

Sentient at work developing innovative SaaS product and solutions

Sentient was founded in 2001

Developing products and solutions for 18 years, Sentient is the holding company for Scorebuddy Limited and Flightbuddy Limited. Each company offers a Software as a Service (SaaS) platform focused on the specific needs of their sectors, customer service and aviation. An early adopter of the SaaS model, Sentient started life as a developer and supplier of hosted IVR services. New products and innovative solutions emerged driven by customers needs to solve business problems.

Our history

What we do

Sentient design, Sell and Support SaaS solutions for the contact center and aviation sectors

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Man working on design and support of SaaS Solutions

Our Clients are important to us

Testimonials

5CA client logo

BPO Outsourcer

Scorebuddy became an essential piece of 5CA’s quality assurance process and the best way to handle ourremote workforce. As an all-in-one quality assurance system, Scorebuddy has offered 5CA a way to collect and store our QA data and utilize that data to target their training, and to motivate the agents. We use Scorebuddy not only to highlight the talent that their agents already demonstrated and where they performed well, but to also gain insight and transparency into the kind of work their agents were doing overall.

Sylvia Mattl, Senior Quality Specialist

World Wide Fund for Nature client logo

Charity

WWF has designed a simple way to report on agent performance across all channels. They use agent dashboards showing individual agent performance over time and across channels, such that each agents’ performance can be viewed as one graph at-a-glance.

Another benefit of the agent dashboard is that it offers the agent a transparent view of their own performance, “I want agents to be able to look at their dashboard and see one ‘swiggley line’ that is always above our target (ideally) and is always on an upwards trend”.

Ben Adaway, Head of Support Services

tucows client logo

Technology

Scorebuddy has now become an extension of our organisation. It allows us to continue our unique coaching approach while maintaining standardisation that unifies the support aspect of our varied business lines. Having everything in one place in Scorebuddy is convenient. The built-in Analytics reporting saved us having to develop our own and we have a solution for the storage of coaching notes. It even allows us to gather information from the frontline for onboard training, internal documentation and to gain ideas for more customer-centric brand development.

 

BenefitMall client logo

Finance

Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations.  Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff.  This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organisation

Ron Tiesler – Executive Director at Benefit Mail

5CA client logo

BPO Outsourcer

We make use of the Scorebuddy system in our quality assurance process to really handle our remote workforce. It has helped us improve our overall quality, create a loop between QA and training, motivate agents, and add transparency to the entire process.

Sylvia Mattl – Senior Quality Specialist

 

voxpro client logo

BPO Outsourcer

The first step we took as part of our QA strategy, was to decide what platform would be used that would provide analytics and reporting that we could do with ease. We needed to make sure we could access the data easily. We selected Scorebuddy! For Outsourcers working with a scorecard system like Scorebuddy, the primary problem is that you take the ecosystem that your clients use when they come on board. You need to integrate their / the client’s CRM into the way you as the Outsourcer works. Scorebuddy can be used to standardize to one way of capturing quality, regardless of the ecosystem being used by the client. The #1 Outsourcer challenge is too much work and too little time. If used properly, Scorebuddy gives you the gift of time!

Keiran McCarthy – Head of Quality at Voxpro