Our Customers
Contact Centers Do Extraordinary Things with Balto
Redirect Health Elevates Member Experiences With Balto
“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, Redirect Health
Customer Success Stories
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Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto
Challenge Tort Experts helps law firms acquire and pre-qualify potential claimants, often people who’ve been severely injured and need empathetic, efficient guidance. The intake team had to balance compassion with speed, ensure strict process adherence and compliance on every call, and handle common objections consistently. Operationally, they lacked visibility into what agents were doing between…
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BrightBridge’s Playbook for Consistently Outstanding Member Experience
Challenge BrightBridge Credit Union needed to scale a consistently excellent member experience while growing fast. According to VP of Member Support, Zobeida Duarte, the team relied on manual QA and live listening: a “manual checklist to confirm whether or not an agent met the quality standards.” This slowed feedback loops and made it hard to…
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How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale
The Challenge: Scaling Training Without Sacrificing Quality As Horizon Services continued to grow, its contact center faced a familiar but increasingly urgent problem: training and quality assurance weren’t scaling with the business. “Before Balto, our supervisors had to listen to each call manually. That’s just not scalable.”— James Luxton, VP of Customer Service Onboarding new…
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From Uncertainty to unmatched NPS: Inside InteLogix’s AI-Driven Transformation
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…
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How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto
EmpiRx moved customer service in-house and needed to train a brand-new team—fast. With Balto, they ramped quicker, improved consistency, and gave agents the confidence to handle complex calls. Challenge: Starting from Zero EmpiRx is a pharmacy benefit manager, and our customer service team supports inbound calls from members, pharmacies, and providers with pharmacy insurance questions. For years,…
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Integris Health Enhances Patient Support and Operational Efficiency with Balto
Integris Health, Oklahoma’s largest healthcare system, is utilizing Balto’s AI-powered real-time guidance platform to significantly improve patient interactions and streamline operations within its contact center. Faced with the challenge of managing high call volumes and ensuring active listening across its complex billing and patient financial services, Integris Health implemented Balto to enhance quality metrics, reduce…
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