Balto vs Observe.AI: Which contact center AI platform has happier customers?

"It is time sufficient & very useful since we are unable to memorize all scenarios[...]. It helps us also for holistic customer experience."

Benedict V.

Sr. Customer Service Assistant

"It gives the user a more effective way to assist the customer's concern through scripts & troubleshooting steps that pop up using audio cues. Because of this, I can efficiently assist the customer without wasting my time looking for resources."

Erica M.

Customer Service Representative

"I love having all the information I need right at my disposal and that it can be updated seamlessly as needed. Balto helps me meet and exceed my monthly quality assurance metrics each month."

Erica C.

Patient Balance Solution Advisor

"I really like Balto's note-taking ability live on the call. [...] Balto helps agents keep track of calls and provides insights into call volume and reasons for calls."

Farzan G.

Desktop Support II / Field Tech

"It keeps me in compliance, with a level of profesionalism, as well it keeps me in a good flow and order for the applications."

Tania S.

License Insurace Agent.

"Balto makes call reviews a breeze. Balto is a great call assistant for our support analysts. It provides reminders of critical call script items and helps guide the analysts through effective call handling. The best benefits start after the call. Analysts are provided customizable call summary information that can be used to fill out tickets, all calls are QA scored, and supervisors are provided AI powered search and analysis features. Balto has been extremely helpful with implementation and recommendations for effective usage."

Verified User

Enterprise, Customer Service & Sales

"Balto is amazing. I like how it captures the conversation. This saves me so much time when logging my call notes. It’s truly amazing and I use it with every call I receive or make. It’s very easy to incorporate words as well. Balto is so easy to use and the features that come with Balto are so helpful. Balto is also very easy to install and integrate into your company’s system."

Diana W.

Small Business, Customer Service

"Very Easy to Use. Balto is the simplest, easy to learn software I’ve used in the industry. I can’t think of a time when I didn’t use it in a call. I use Balto quite frequently throughout my day. Balto is also easy to integrate and implement into whatever software you use. The customer service is top notch and the number of features is fantastic!"

Isaiah

Mid-Market, Sales

"It automatically highlights what you can say to the customer with it's amazing recognition of what customer says. It also now has notes automatically."

Mary Jane M.

"I like that Balto can be tailored to how I specifically talk with customers. I love that it gives me tips when explaining the process to customers."

Lori-Ann H.

"What I love most about Balto is that it keeps me on track when I feel like I don't know where to go next of if I happen to forget what to do next."

Verified User

"I love the Checklist. It's so helpful to see what I've already said/done and the animations help make me feel happy and encourages me on a bad day"

Sha'Quan J.

"Being able to copy and paste the summary notes onto an appointment for a clear understanding by team and all involved of the situation discussed."

Jenna C.

appointment booking

"It's always there to share tips and ideas with how you can improve and allows you to see what you may have missed and needs to be stated."

Wardella B.

"I enjoy the ability to check if I missed any QA questions before an audit so that I can know what parts of the script I commonly overlook"

Denise R.

"The suggested script made it easier for me to ask open ended questions. This helps me converse with the customer and assess their needs."

Angelica B.

"What I like best is that it gives you tips or information while you are speaking. It is very accurate with what you are talking about."

esmeralda u.

CUSTOMER SERVICE ASSOCIATE

"I love the real-time listening. I'm not waiting until after the call to make adjustments, I can make them at the moment I need them."

Verified User

"how balto listens to you on a call, it hears what your saying and then tells you what you have hit and missed keeping you on track."

daniel k.

benefits consultant

"the 1st set of Questions were PERFECT and now you added more thats already and originally part of the Market Place requirement"

Marilyn T.

"Its very helpfull when I'm in need of ways to help get a payment for our company and helps me keep track of the conversation."

Lacy M.

"I like that Balto keeps me on track, helps me to review what I can do better on the next call, and gives real time rebuttals."

Verified User

"That it catches automatically the workflow and allows you to realize what part of the Script you havent said. As well it automatically detects rela..."

Yazmin P.

Account Manager

"That balto really helps out with the quality of service we provide."

Jonathan M.

customer service insurance supervisor

"Most of its features but more on the ability to review data, it help me to quantify the data that I need and help me analyze reports more accuratel..."

Romina T.

Operations Manager

"It's good, especially if it's an outbound calling campaign, because all the objections and what you say can be provided by Balto, and it won't be d..."

Krian S.

Scheduling Coordinator

"Balto can do anything & everything we could want. Which, could be overwhelming, if the content and features weren't explained/trained properly. The..."

Alexis K.

Manager of Guest Care

"My job requires detailed reviews of our phone calls; summaries of what the customer and agent discussed. Instead of trying to recall what was said ..."

Nashon C.

Sales manager

"It has made remote work and training seamless as Balto guides the agent new or experienced through the call, and with dynamic prompts to help with ..."

John Z.

Operations Manager

"Balto helps my team get through their calls and know where to go next without having to disrupt the "human" aspect of the call! They can form rela..."

Beth P.

Data Entry Manager

"Call explorer for myself but the checklist is very easy to utilize and custom with every agent"

Anna R.

Quality Assurance Supervisor and Training Assistant

"Balto has worked continuously with my company to find a happy medium on the kind of summary they are providing after calls. I am more than happy wi..."

Melissa T.

Assistant Account Manager

"I truly appreciate how Balto ensures our customer service is up to par and of top tier quality."

Raphael R.

Stabilization Manager

"Balto is very user friendly. This software is really simple to learn and use. Balto provides increase confidence in its users, let's not forget to ..."

Sarina T.

Assistant Account Manager

"Balto has been helpful for gaining insights, spotting trends, and coaching agents more effectively, which ultimately helps us improve our customer ..."

Aliyah H.

Contact Center Supervisor

"Having a partner like Balto has been great. The features are very helpful to our team and the implementation process was exceptional. Andrew and th..."

Tony J.

operations manager

"It is user friendly and accurate. It has helped me run my team's QA and helped me to be more efficient with feedback."

Tatiana G.

Internal Collections Supervisor

"Balto is fantastic. The company does an amazing job and is continually working to update and innovate."

Sam Wheaton

Contact Center Supervisor

"One of the best tools I’ve used! Whereas before, we took samples of calls, and did as much as we could, but we had hundreds of calls happening daily, and it was pretty impossible to capture all of that. Now people can see what’s actually being said, transcripts can be pulled up, instead of listening to hours of calls. We’ve seen noticeable improvements with close rates"

Alex D.

Call Center Supervisor

"We wanted to find a way to help our team members consistently provide a high level of patient experience every single phone call they had."

Pamela Velasquez

Manager

"This helps newly hired employees feel more comfortable on the phone right out of the gate."

Britni H.

Recovery Specialist Supervisor

"Balto helps guide the conversation and keeps our team consistent and compliant."

Luan D.

IT Leader or Manager

"Balto is Awesome. Balto is very using and populates quick responses and shows us exactly what to say and keeps us compliant."

Anonymous

Enterprise, Customer Service

"It actively listens to your call and suggests phrases to help you out with closing the client through the entire process."

Verified User

"It goes with your call flow. Easy to use, and it tells you how well you are doing along with your team and so much more!"

Lessette L.

"I appreciate how well the Balto app summarizes and organizes conversations. Its user-friendly interface makes it easy to navigate."

John Nero P.

Team Leader

"Balto solves quick objection rebuttals & real-time coaching, eliminating the need for hard copies of sales scripts. The leaderboard stats help me track key points in real-time, increasing my sales."

Mark M.

Sales Group Supervisor

"The software is great. But the implementation process was exceptional! The team we worked with was knowledgable, efficient, & did a fantastic job of getting us up & running with very limited interruption to the team."

Andrew M.

Owner

"It was very easy to write the play book and use the dynamic prompts."

Steven J.

Operations Director

"Everything! The checklist keep my agents on track, the agents love when they get a win and the confetti goes off. I love the dynamic prompts that h..."

Jessica P.

Call Center Director

"I love ho wbalto capture the essence of the conversation & How balto summarize every conversation and provided insights."

John-Nero P.

Associate Director of Admissions

"its AI feature for analytics, and the summarization of each interaction."

Vincent V.

Admissions director

"What I love most about Balto is the real-time coaching feature. It’s amazing how I can get live feedback and guidance during calls, helping me stay..."

Christian E.

ASSOCIATE DIRECTOR OF ADMISSIONS

"Balto's AI to detect what is being said in the call and the ability to prompt the agent on the phone with the right things to say in every scenario..."

Luis M.

Head of Operations

"I really love the real-time speech analytics tool Balto offers. It provides real-time insights into conversations, ensuring we cover everything nec..."

Matthew T.

Director of Portfolio Management

"We infused Balto into our ecosystem, we encourage our team members to utilize the different aspects of the tool, and over the last year, we’ve seen our NPS score take a gradual incline and over the last two months, a very steep incline. There’s a direct correlation with our percent of compliance to our Balto metrics. […] Over the last two months, we’ve consistently been in the 93-95% range and we’re now in a 65-70% range on our NPS score."

Barry Pritchett

VP of Care Logistics

"We had to scale fast and get new agents trained quickly,"

Ken Monroe

VP of Customer Service

"If you wanted to find one specific moment in a call,"

Chip Kennedy

VP of Shared Services

"Before Balto, our supervisors had to listen to each call manually. That’s just not scalable."

James Luxton

VP of Customer Service

"Our blueprint works; but we wanted to help our agents follow it and set them up for success,"

Jeremy Duane

Director of Sales

"Balto has fundamentally changed our onboarding process. We’ve reduced training time from about six months to one month."

Aaron Asher

Owner

"With Balto, agents had the right words at the right moment and our handle time dropped."

Mark Poisson

Director of AI

"If you wanted to find one specific moment in a call,"

Ivonne Ortiz

Director of Training & Quality

"Balto has been a great tool from a coaching perspective and gives our agents real-time rebuttals."

Tony F.

VP of Sales and Business Development

"Balto is a great tool for increasing compliance adherence, conversions, and suggestive call guidance."

Brandon T.

President

"We did a review with one of our agents, and she had been a consistently good agent but not a top sales performer. She was always mid to low in terms of closes. And so we brought Balto in and in that first year, after doing that, her conversion rate literally doubled, which was shocking because nothing else had changed."

Contact Center Technology Leader at Leading Flooring Company