Tool Information
Balto is an AI-powered platform designed to offer real-time guidance to contact center agents. It assists in ensuring agents communicate effectively during calls, which is intended to result in happier customers and increased revenue. Baltos core capabilities include real-time guidance, coaching, and automated note-taking. The real-time guidance provides agents with suggestions on what to say during calls based on the conversation. Real-time coaching alerts managers of crucial coaching opportunities, enabling them to offer help at the most needed times. The automated note-taking capability streamlines post-call work, creating notes with a single click. Balto also offers conversational analysis and Quality Assurance (QA), scoring all calls and helping to identify areas of improvement. It integrates with over 60 softphones and several contact center as a service (CCaaS) and unified communications as a service (UCaaS) systems, simplifying agent workflows and speeding up implementation. The platform is suitable for a range of industries including insurance, financial services, healthcare, retail, and others.
F.A.Q (20)
Balto is used to offer real-time guidance to contact center agents. It ensures agents communicate effectively during calls, contributing to customer satisfaction and increased revenue. It also provides tools for coaching, automated note-taking, conversational analysis, and Quality Assurance.
Balto assists contact center agents by providing real-time guidance during calls. It suggests what agents should say based on the ongoing conversation, helping them to communicate more effectively. Balto also provides real-time coaching, alerting managers of crucial coaching opportunities so they can offer help when needed the most.
Balto's core capabilities include real-time guidance, real-time coaching, automated note-taking, conversational analysis, and Quality Assurance (QA). Real-time guidance supplies agents with suggestions on what to say during calls. Coaching feature alerts managers of vital coaching opportunities. The automated note-taking simplifies post-call work by creating notes with a single click. Conversational analysis and QA help identify areas that need improvement by scoring all calls.
Balto’s real-time guidance feature works by analyzing the conversation during a call and providing agents with live recommendations on what to say. It ensures the agent communicates effectively, leading to productive conversations and higher customer satisfaction.
Balto's real-time coaching feature functions by alerting managers of key coaching opportunities in real-time. These alerts enable the managers to offer help immediately when an agent needs assistance the most, hence ensuring effective and timely coaching.
Balto's automated note-taking capability is designed to streamline post-call work. This feature automatically generates notes with a single click, reducing the amount of time agents spend on manual note-taking and allowing them to focus more on customer engagement.
Balto's conversational analysis feature offers benefits by providing in-depth insights into all calls. It helps identify areas of improvement and provides a scoring system that aids in enhancing the quality of communication and performance in contact centers.
Balto's Quality Assurance service provides a scoring system for all calls, helping to identify areas of improvement. It aims to ensure the quality of communication, thereby contributing to increased customer satisfaction and operational efficiency within contact centers.
Balto integrates with more than 60 softphones and several contact center as a service (CCaaS) and unified communications as a service (UCaaS) systems. These integrations simplify agent workflows and allow for a faster implementation across various communication platforms.
Balto is suitable for a variety of industries including but not limited to insurance, financial services, healthcare, and retail. Therefore, any industry that relies heavily on communication and customer service can benefit from utilizing Balto.
Balto contributes to customer happiness and increased revenue by ensuring effective communication during calls. It guides agents on what to say based on the ongoing conversation, which leads to more productive interactions. This positive customer experience can result in increased customer satisfaction and potentially higher revenue.
Balto is considered a superior choice among its competitors due to its real-time capabilities, integration features, and the range of services it offers. Comprising real-time guidance, coaching, automated note-taking, conversational analysis, and Quality Assurance, Balto offers a comprehensive solution for contact centers.
Balto's Generative AI is part of its real-time guidance system that analyzes the ongoing conversation and dynamically generates suggestions for what agents should say, aiding them to communicate more effectively during calls.
For sales, Balto provides real-time guidance during calls, suggesting conversation strategies and key points to agents, thus helping them increase conversions, retain customers, and close deals effectively.
Balto ensures compliance by adhering to federal, state, and company guidelines during every call. It alerts when there are deviations from the guidelines, helping companies to avoid potential legal issues.
Balto plays a significant role in improving customer experience by ensuring that agents are able to communicate effectively during calls. It helps agents say the right thing at the right time, leading to more productive conversations and higher customer satisfaction.
Balto assists in quality assurance by scoring 100% of calls, facilitating quick identification of issues and areas where conversations can be improved. This comprehensive quality monitoring allows for the effective resolution of problems, contributing to higher service standard and customer satisfaction.
Balto can be integrated with your current CCaaS system as it supports integrations with over 60 softphones and major CCaaS and UCaaS systems. This allows seamless integration into existing workflows and systems, enabling fast, easy setup and use.
Industries like insurance, financial services, healthcare, retail, and any other sector that relies on contact centres for customer interaction can benefit the most from using Balto. Its features are designed to improve the efficiency of agents, thus leading to improved customer satisfaction and potentially increased revenue.
Balto can be implemented quickly into your company's workflow as it integrates directly with over 60 softphones and CCaaS and UCaaS systems. Its seamless integration capability ensures minimal disruption to your operating environment and allows for fast time to value.
Pros and Cons
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
- Crucial coaching alerts
- Single click notes
- Scoring call quality
- Identification of improvement areas
- Improves customer communication
- Increases revenue
- Enhances customer satisfaction
- Provides industry-specific solutions
- Smart Checklist for agents
- Dynamic Prompts for agents
- Discourages agents' bad habits
- Manager alerts for coaching
- Real-time data analytics
- Balto's Playbook Designer
- Set up weighted criteria
- Measure Quality trends
- Coaching effectiveness reports
- Efficient contact center app
- Supports CCaaS
- UCaaS systems
- Easy agent workflow integration
- System for behaviour change
Cons
- Limited language support
- Narrow integration scope
- Real-time coaching dependency
- Over-reliance on softphones
- Automated notes may lack context
- Predominantly call-center focused
- Standardized conversational analysis
- Lacks customizable features
- Requires immediate managerial intervention
- Limited industry applicability
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