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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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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The End of Random Call Reviews: How Horizon Rebuilt Its Agent Experience
Challenge: Training That Took Too Long “Before Balto, our supervisors had to listen to each call manually. That’s just not scalable.” – James Luxton, VP of Customer Service Horizon Services faced two big hurdles: onboarding was too slow, and they had no consistent way to verify what agents said on calls. Like many contact centers,…
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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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How One Mnet Health Optimizes Compliance and QA with Balto
“Balto has helped us transform our compliance and onboarding processes, and the real-time reporting features have been a game-changer. Our agents feel more confident, and we have the data we need to coach them effectively.” One Mnet Health, a leader in medical billing and first-party collections, faced challenges in maintaining compliance, onboarding agents quickly, and…
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