Did You Know Balto Supports Omnichannel?

Balto now supports Omnichannel QA, bringing the same real-time intelligence that powers voice to email, SMS, and chat.

Balto unifies insights, automation, and superagents to deliver Omnichannel intelligence across every customer conversation, giving managers a single view of quality and performance, no matter where interactions happen.

You asked, and we delivered.

With Balto Omnichannel, teams can:

• Unify QA across voice and written channels
• Maintain consistent coaching and compliance workflows
• Gain complete customer insights from one trusted platform

Why Omnichannel Matters for QA and Customer Service

Customer conversations don’t just happen on calls anymore. They flow across inboxes, text threads, and chat windows, and every one of those moments shapes the customer experience. 

Balto Omnichannel brings email, SMS, and chat into the same platform as voice, giving managers a unified, reliable view of performance.

Here’s what that looks like in action:

• A QA manager reviews a week’s worth of chat and call transcripts and notices that the same tone issue recurs across both channels. Now, both calls and chats can be coached in one session.
• A compliance lead filters for SMS messages containing sensitive terms and resolves potential issues before they escalate.
• A contact center director compares email and call QA scores to identify where follow-ups are most likely to convert, improving overall CX strategy.

Omnichannel conversational AI isn’t just an upgrade. It’s a smarter, simpler way to manage the full customer experience.

How Teams Benefit from Omnichannel QA and Customer Service

With all interactions in one place, QA leaders and managers can:

• Unify QA across every channel: Calls, emails, texts, and chats are reviewed in a single workflow.
• Coach with full context: Spot patterns across voice and written conversations to guide smarter feedback.
• Ensure consistent compliance: Apply the same checks and policies across all forms of communication.
• Save time on manual work: Eliminate the need to switch tools or copy data between systems.
• Reveal deeper insights: Identify emerging customer needs, recurring issues, or training opportunities faster.

Together, these benefits help teams raise service quality while keeping QA, Coaching, and Compliance aligned across the entire customer journey.

What’s New: Email, SMS, and Chat Inside Balto

With Omnichannel, Balto brings the same precision that teams trust for calls to every written interaction. 

Managers can now capture, review, score, and coach across email, SMS, and chat all in one platform.

Email

Balto Omnichannel automatically captures and reviews customer emails. 

Each message includes the full thread, sender and recipient details, and timestamps, plus QA categories like Tone, Grammar & Formatting, and Response Accuracy.

SMS/Text

View and score every text exchange just like a call or email. 

Each thread is evaluated using the same QA categories and overall scoring as your other channels, ensuring that tone and accuracy are consistent across conversations.

Chat

Analyze live or historical chat sessions with full transcripts, timestamps, and speaker labels.

Apply custom scorecards to measure clarity, empathy, and responsiveness, and turn each customer interaction into a potential coaching moment.

Built for QA, Coaching, and Compliance Consistency

Balto Omnichannel builds on the foundation our customers already trust; the same reliability, transparency, and insight that power every Balto call. 

Now, those same strengths extend to every customer message.

Teams can analyze trends across voice and written conversations, flag sensitive language or policy risks automatically, and coach with intent to turn every interaction, whether it’s a call, email, text, or chat, into a learning opportunity.

Balto’s innovative tools and features work together to ensure that your QA, Coaching, and Compliance follow the same consistent logic across channels. 

The result is smarter coaching, stronger teams, and a customer experience you can measure with confidence.

Getting Started: Enable Omnichannel For Your Team

Ready to bring Omnichannel customer service and QA to your contact center? Getting started with Balto is simple.

1. Decide who gets access: Select the agents or teams you want to enable for email, SMS, and chat QA, coaching, and compliance.
2. Connect your sources: Set up email forwarding, SMS, and chat integrations, and decide if you want to upload historical data for review.
3. Customize your scorecards: Create channel-specific QA criteria in the Admin area.
4. Train your team: A quick onboarding session helps managers and agents review, score, and coach with confidence.

A Note to Thank Our Customers

Balto has monitored 450 million calls, and now we’re ready to bring that same expertise to email, chat, and SMS/text. 

Omnichannel exists because of you: the QA leaders, coaches, and agents who’ve shared feedback, requested new features, and trusted us to power your customer conversations. Your partnership shaped this release from day one.

As we expand beyond calls, our goal remains the same: to help every team deliver consistent, high-quality service with clarity, confidence, and care.

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