Balto
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Balto guides contact center agents in real-time, boosting satisfaction, revenue, and efficiency across various industries.
What is Balto?
Balto is a real-time guidance platform designed to assist contact center agents in communicating effectively during calls. It offers features such as real-time guidance, coaching, automated note-taking, conversational analysis, and Quality Assurance (QA). Balto helps improve customer satisfaction, increase revenue, and streamline post-call work with its automated functionalities. The platform integrates with softphones, CCaaS, and UCaaS systems, making it versatile and suitable for various industries such as insurance, financial services, healthcare, and retail. By providing insights, scoring calls, and ensuring compliance, Balto enhances customer experience and contributes to operational efficiency within contact centers.
Who created Balto?
Balto, a company providing real-time guidance to contact center agents, was founded by Marc Bernstein and Davidson Girard. The platform was launched on September 29, 2023. Balto's core capabilities include real-time guidance, coaching, automated note-taking, conversational analysis, and Quality Assurance, contributing to effective communication during calls and improved customer satisfaction and revenue.
How to use Balto?
To use Balto effectively, follow these steps:
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Real-Time Guidance: Utilize the Smart Checklist and Dynamic Prompts to access key talking points and receive suggestions during conversations.
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Coaching and Support: Benefit from real-time coaching alerts and live chat with managers for immediate guidance on critical calls.
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Automated Note-Taking: Simplify post-call work with automated note generation using the single-click notes feature.
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Conversational Analysis: Leverage Balto's analysis tools to identify improvement areas and enhance communication quality.
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Quality Assurance: Utilize the Quality Assurance service to score calls, ensuring high communication standards.
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Seamless Integration: Integrate Balto with CCaaS, UCaaS systems, and softphones for efficient workflows across various platforms.
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Industry-Specific Solutions: Benefit from industry-specific tools that cater to sectors such as insurance, finance, healthcare, and retail.
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Enhanced Customer Satisfaction: Improve customer communication, increase revenue, and enhance customer satisfaction using Balto's features.
By following these steps, you can maximize Balto's capabilities to enhance communication, streamline workflows, and improve overall performance in your contact center efficiently and effectively.
This comprehensive guide outlines how to utilize Balto's features for optimum results across various industries.
Pros
- Real-time guidance
- Real-time coaching
- Automated note-taking
- Quality Assurance
- Conversational analysis
- Simplifies agent workflows
- Integrates with 60+ softphones
- Quick implementation process
- Versatility across industries
- Real-time assistance for agents
Cons
- Limited language support
- Narrow integration scope
- Real-time coaching dependency
- Over-reliance on softphones
- Automated notes may lack context
- Predominantly call-center focused
Get started with Balto
Balto reviews
James McCarthy
January 8, 2025
What do you like most about using Balto?
I appreciate the real-time guidance feature. It helps me stay on track during calls and ensures I don't miss important points.
What do you dislike most about using Balto?
The automated note-taking could be more accurate. I've noticed it occasionally misses key details that I mention.
What problems does Balto help you solve, and how does this benefit you?
Balto helps me manage customer inquiries more efficiently, but sometimes the suggestions it provides can be generic and not tailored to the specific situation.
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Aisha Khan
November 23, 2024
What do you like most about using Balto?
I love the coaching aspect. It provides real-time tips that help me improve my communication skills as I interact with customers.
What do you dislike most about using Balto?
The integration with our existing systems has been a bit tricky. Sometimes it doesn't sync well, which can be frustrating.
What problems does Balto help you solve, and how does this benefit you?
Balto helps me reduce call handling time by guiding me through the process, allowing me to resolve issues faster and improve customer satisfaction.
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Mohammad Ali
January 1, 2025
What do you like most about using Balto?
The conversational analysis feature is fantastic. It helps me understand customer sentiment better.
What do you dislike most about using Balto?
Sometimes the interface feels cluttered, and it can be overwhelming to find the right tools quickly.
What problems does Balto help you solve, and how does this benefit you?
Balto helps me maintain compliance with call scripts, which is crucial in my industry. This reduces the risk of errors and improves my performance scores.
How would you rate Balto?
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