Challenge: Manual Processes Slowing Everything Down
As InteLogix expanded across service lines—collections, customer care, first- and third-party support—so did the complexity of its training and quality operations.
For Ivonne Ortiz, Director of Training & Quality, and Chip Kennedy, VP of Shared Services, the mission was clear: make agents’ lives easier. But that wasn’t easy to do with traditional QA methods and fragmented data.
“If you wanted to find one specific moment in a call,” Ivonne said, “you had to scrub through a 20-minute recording. That’s not scalable.”
“We didn’t want to replace our processes,” she added. “We wanted to enhance them.”
QA teams were overwhelmed by manual call reviews. Agents were stressed. Insights into customer behavior were lagging behind. And speed-to-proficiency was a moving target.
Solution: AI That Enhances
InteLogix deployed Balto’s AI Workforce—including Real-Time Guidance, QA Copilot, Notetaker, Insights, and Coaching—to elevate every layer of the agent and customer experience.
- Real-Time Guidance supported agents with live in-call recommendations that kept them on track without sounding scripted.
- QA Copilot helped shift QA roles from “evaluators” to “analysts,” unlocking deeper, more strategic insights.
- Insights gave the team a way to ask high-value questions—like “Why are enrollments down?”—and get answers within minutes.
- Notetaker drastically reduced After-Call Work (ACW) by automatically summarizing every call.
- Coaching delivered curated examples that helped supervisors give fast, focused feedback.
“We’re no longer trying to coach off of opinions,” Chip said. “We’re coaching off of truth. The data is right there.”
Results: Faster Reviews, Better Conversions
With Balto, InteLogix saw fast, measurable wins:
- Call review time dropped from 30+ minutes to under 5
- Average Handle Time (AHT) reduced by 30 seconds
- ACW was cut by more than half
- QA staff shifted from call monitors to performance analysts
- One client saw a 24% increase in enrollments after Balto surfaced the root cause: unclear product messaging
“That client saw the biggest spike in enrollments in their company’s history,” Ivonne said. “And we got there in one month—with Balto.”
InteLogix also used Balto to measure customer sentiment from start to finish. In one case, 57% of callers started negative—but only 4% ended negative.
“That was our agents,” Ivonne said. “They drove that change. Balto just gave them the space to focus on the customer.”
Conclusion: A True Partner in AI Transformation
For InteLogix, Balto isn’t just a set of tools—it’s a new way of operating.
“The implementation was seamless,” said Chip. “Balto didn’t just deliver a product. They delivered a partnership.”
By empowering agents, evolving QA, and speeding up insight delivery, InteLogix now delivers faster, smarter, more personalized experiences—at scale.
“We don’t have to drop everything to put out fires anymore,” Ivonne said. “Balto gives us the fire alarm, the water, and the action plan.”
Balto
Balto is the contact center AI that unites agents with real-time guidance to deliver better conversations and better results. Top-performing contact centers trust Balto to prevent missed sales opportunities, costly compliance mistakes, and poor customer experiences. With over 400 million calls guided and more than 1 billion real-time recommendations delivered, Balto empowers entire contact center teams to move faster and perform better. From analyzing conversation data and preparing coaching packets to scoring calls and taking detailed notes – Balto powers every part of the contact center.
