Month: September 2025

The Mean Opinion Score (MOS) scale ranges from 1-5, where 1 represents a bad call with severe quality degradation, and 5 represents crystal-clear audio with no perceptible issues.

MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality

Chris Kontes

When it comes to VoIP (Voice over Internet Protocol), crystal-clear conversations aren’t just nice to have; they’re essential for customer experience. That’s why contact centers and IT teams rely on the Mean Opinion Score (MOS) in VoIP to measure and improve call quality alongside tools like Balto. What is MOS? The Mean Opinion Score (MOS)…

The Mean Opinion Score (MOS) scale ranges from 1-5, where 1 represents a bad call with severe quality degradation, and 5 represents crystal-clear audio with no perceptible issues.

Agent Performance & Coaching

MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality

Chris Kontes

The conversational AI analytics workflow involves data collection, transcription and preprocessing, feature extraction, analysis and modeling, and reporting and insights.

Contact Center Operations

Customer Conversation Analytics: Definition, Benefits, and Use Cases

Chris Kontes

Infographic of eight first call resolution best practices for contact centers: train and empower agents, improve the knowledge base, use AI-powered guidance, optimize IVR and routing, monitor call analytics, align incentives, foster cross-team collaboration, and capture and act on feedback.

Customer Experience

12 First Call Resolution Best Practices: Complete Guide for Contact Centers

Chris Kontes

Infographic explaining Balto’s new sentiment model in three steps: seeding a large LLM with high-quality sentiment labels, distilling it into an ~8B model to scale auto-labeling of utterances, and deploying a compact production model that processes ~2,500 requests per second, delivers sentiment scores every ~800 ms, and remains LLM-agnostic.

Product & Company Updates

Balto’s New Sentiment Analysis Model: Moving Beyond Positive and Negative Labels

Chris Kontes

Top 10 AI customer support sentiment analysis tools: Balto, Dialpad, Observe.AI, Cresta, Level AI, CallMiner, SentiSum, IBM Watson, Nice CXone, and Talkdesk.

Industry-Specific Solutions

10 Best AI Tools for Real-Time Sentiment Analysis During Customer Support Calls

Chris Kontes

Benefits of omnichannel customer service include: faster, more efficient resolutions; higher customer satisfaction and loyalty; personalized experiences at scale; increased agent productivity; and actionable business insights

Customer Experience

Omnichannel Communication for Customer Service: Strategy, Benefits, & Tools

Chris Kontes

The five steps of ASR are audio capture, signal processing, feature extraction, acoustic and language modeling, and decoding and output.

AI & Automation

Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases

Chris Kontes

A call center quality assurance scorecard is a structured tool that helps contact centers evaluate how well agents handle customer interactions.

Agent Performance & Coaching

Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices

Chris Kontes

Example of customer sentiment analysis detecting mixed emotions in a post-call survey.

AI & Automation

Customer Sentiment Analysis Meaning, Examples, & Benefits

Chris Kontes

To measure ROI effectively, make sure to establish a baseline; use a balanced metric mix; connect metrics to business value; track both short- and long-term impact; leverage dashboards and automation; and revisit your ROI framework regularly.

Contact Center Operations

The 6 Best Ways to Measure the ROI of Customer Service

Chris Kontes