What is Balto?

Balto is an innovative platform that revolutionizes contact centers by providing real-time AI-driven guidance to agents. Its primary goal is to enhance conversation quality and boost customer satisfaction, equipping businesses with essential tools for effective customer service interactions. Trusted by leading companies such as Staples Canada, Empire Today, and Watch of Switzerland, Balto is a reliable solution for organizations aiming to elevate their customer service operations.

What Makes Balto Unique?

Balto stands out for its ability to deliver real-time support to contact center agents, enabling them to engage in optimal conversations with customers. By leveraging AI technology, Balto analyzes live calls and offers immediate feedback and prompts, ensuring agents maintain high-quality interactions while adhering to compliance standards. Additionally, it empowers managers and quality assurance teams to provide strategic coaching and real-time assessments, fostering continuous improvement in service delivery.

Key Features

• Real-Time Guidance: Offers dynamic prompts and checklists during calls to help agents maintain focus and deliver consistent service.
• Strategic Coaching: Notifies managers of live coaching opportunities, allowing for immediate agent support and improvement.
• Quality Assurance: Automatically scores 100% of calls, ensuring thorough quality assessments without the need for random sampling.
• Automated Notetaking: Simplifies post-call tasks by generating notes with a single click, reducing administrative workload for agents.
• Compliance Management: Monitors calls to ensure adherence to federal, state, and company regulations, minimizing compliance risks.

Pros & Cons Table

Who is Using Balto?

Balto is designed for a diverse range of users within contact center environments, each benefiting from its capabilities:

• Agents: Receive real-time guidance and prompts to enhance service delivery and performance.
• Managers: Utilize real-time data and coaching alerts to improve agent performance and streamline operations.
• Quality Assurance Teams: Conduct thorough call evaluations and drive improvements through detailed analytics and reports.

Support Options

Balto offers various support options to assist users, including online resources, customer support, and training materials to ensure effective platform utilization.

Pricing

Please note that pricing information may not be up to date. For the most accurate and current pricing details, refer to the official Balto website.

Integrations and API

Balto seamlessly integrates with over 60 softphones and is embedded within major CCaaS and UCaaS systems. This integration capability facilitates easy workflow management and quick deployment, maximizing the platform’s efficiency in contact center operations.

FAQ

For frequently asked questions regarding Balto, including its features, functionalities, and support, please refer to the FAQ section on the official website.

Useful Links and Resources

• Balto Website
• Get a Demo
• Feature Overview
• Integrations
• Frequently Asked Questions