Balto

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:

1. Real-Time Guidance: Utilize the Smart Checklist and Dynamic Prompts to access key talking points and receive suggestions during conversations.

2. Coaching and Support: Benefit from real-time coaching alerts and live chat with managers for immediate guidance on critical calls.

3. Automated Note-Taking: Simplify post-call work with automated note generation using the single-click notes feature.

4. Conversational Analysis: Leverage Balto's analysis tools to identify improvement areas and enhance communication quality.

5. Quality Assurance: Utilize the Quality Assurance service to score calls, ensuring high communication standards.

6. Seamless Integration: Integrate Balto with CCaaS, UCaaS systems, and softphones for efficient workflows across various platforms.

7. Industry-Specific Solutions: Benefit from industry-specific tools that cater to sectors such as insurance, finance, healthcare, and retail.

8. 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.