Balto
Balto is an AI-powered real-time guidance platform for contact centers that helps agents say the right thing on every call.
https://balto.ai/
Product Information
Updated:Dec 16, 2024
What is Balto
Balto is a real-time guidance platform designed for contact centers that uses artificial intelligence to improve agent performance during live customer interactions. It provides agents with real-time prompts, suggestions, and guidance to help them navigate conversations more effectively. Balto aims to boost sales, ensure compliance, enhance customer experience, and streamline quality assurance processes across various industries including insurance, healthcare, finance, and more.
Key Features of Balto
Balto is an AI-powered real-time guidance platform for contact centers that provides agents with live coaching and prompts during customer interactions. It uses speech recognition and AI to monitor conversations, offer relevant suggestions, ensure compliance, and enable managers to provide real-time feedback. The platform includes features for agent guidance, quality assurance, coaching, and automated notetaking to improve sales, customer service, and overall call center performance.
Real-Time Guidance: Provides agents with dynamic prompts, checklists, and suggestions during live calls to improve performance and ensure compliance.
Real-Time Coaching: Allows managers to monitor calls in real-time and provide immediate feedback to agents through a live chat feature.
Automated Quality Assurance: Automatically scores 100% of calls based on customizable criteria and provides insights on conversation quality.
Real-Time Notetaker: Uses AI to automatically generate call notes and summaries, reducing manual after-call work for agents.
Playbook Designer: Enables managers to create and distribute best practices and scripts across the entire contact center.
Use Cases of Balto
Sales Performance Improvement: Guides sales agents through objection handling and closing techniques to increase conversion rates and revenue.
Customer Experience Enhancement: Prompts customer service reps with empathy statements and product information to improve customer satisfaction.
Compliance Adherence: Ensures agents follow regulatory requirements and company policies by providing real-time compliance checks.
New Agent Onboarding: Accelerates training and reduces ramp time for new hires by providing on-the-job guidance and support.
Quality Monitoring at Scale: Enables contact centers to monitor and score all calls automatically, replacing manual sampling methods.
Pros
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
Cons
May require time for agents to adapt to real-time prompts
Effectiveness depends on quality of configured playbooks and prompts
How to Use Balto
Sign up for Balto: Contact Balto's sales team to set up a demo and sign up for the service.
Integrate with your phone system: Work with Balto to integrate their software with your existing phone/CCaaS system. Balto integrates with over 60 softphones and major CCaaS platforms.
Configure playbooks and guidance: Use Balto's Playbook Designer to create customized guidance, checklists, and prompts for your agents to use during calls.
Train managers and agents: Balto's Customer Education team will train your managers on using the Balto Agent App and Cloud App. They will then train your agents on using the Agent App.
Agents use real-time guidance during calls: As agents take calls, Balto's AI listens and provides real-time guidance on the side of their screen, including checklists, dynamic prompts, and notifications.
Managers monitor and coach in real-time: Managers can view real-time call data, set up alerts for key moments, and provide live coaching via chat.
Review QA scores and analytics: Use Balto's Real-Time QA and reporting features to automatically score calls, identify trends, and drive improvements.
Refine and optimize: Continuously refine playbooks and guidance based on data and results to optimize agent performance over time.
Balto FAQs
Balto is an AI-powered real-time guidance platform for contact centers. It provides agents with real-time prompts, coaching, and quality assurance to improve customer conversations and drive better business outcomes.
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Analytics of Balto Website
Balto Traffic & Rankings
17.7K
Monthly Visits
#1603191
Global Rank
#9261
Category Rank
Traffic Trends: Jun 2024-Nov 2024
Balto User Insights
00:00:46
Avg. Visit Duration
1.81
Pages Per Visit
42.83%
User Bounce Rate
Top Regions of Balto
US: 44.77%
IN: 14.97%
GB: 6.42%
MX: 4.27%
AU: 4.06%
Others: 25.52%
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