Balto

Balto is a cutting-edge real-time guidance platform meticulously designed for contact centers to enhance agent performance during live customer interactions. Leveraging artificial intelligence, Balto offers agents real-time prompts, suggestions, and guidance to navigate conversations more effectively. This platform is engineered to boost sales, ensure compliance, elevate customer experience, and streamline quality assurance processes across diverse sectors such as insurance, healthcare, and finance.

The core functionality of Balto includes real-time coaching where managers can monitor calls and provide immediate feedback, automated quality assurance that scores 100% of calls based on customizable criteria, and a real-time notetaker that uses AI to generate call notes and summaries. Additionally, Balto features a Playbook Designer, enabling managers to create and distribute best practices and scripts across the contact center.

Highlights:

• Real-time guidance to improve agent performance
• AI-powered to ensure compliance and enhance customer experience
• Automated quality assurance and notetaking
• Playbook Designer for tailored best practices
• Integration with over 60 softphones and major CCaaS platforms

Key Features:

• Real-Time Guidance
• Real-Time Coaching
• Automated Quality Assurance
• Real-Time Notetaker
• Playbook Designer

Benefits:

• Improves agent performance in real-time
• Increases compliance adherence and reduces risks
• Scales best practices across entire contact center
• Integrates with many existing contact center systems
• Reduces manual after-call work for agents

Use Cases:

• Sales Performance Improvement
• Customer Experience Enhancement
• Compliance Adherence
• New Agent Onboarding
• Quality Monitoring at Scale