June 4, 2021
Balto was recognized by Gartner as a Cool Vendor in CRM Customer Service and Support. Balto is one of four companies recognized in the 2021 report.
Gartner designated Balto as cool because of its real-time agent coaching that doesn’t require supervisor intervention.
As agents move to fully remote and hybrid workplaces, guiding them to say the right things on every single call becomes more difficult. Supervisors and managers aren’t able to train agents or distribute information to their teams like they used to.
As a result, agents may adopt best practices more slowly or not at all. This severely limits agents' abilities to convert prospects into customers and to deliver a great customer experience.
Balto solves this problem by guiding agents live on the call and showing them right things to say - without supervisors having to stand over their shoulders.
Powered by AI, Balto listens to both sides of a conversation and visually prompts agents with the best things to say, live on every call. Scale best practices to thousands of agents with the push of a button and get immediate insight into what’s working and what’s not.
Learn more about Balto here.
The Cool Vendor report is designed to highlight interesting, new and innovative vendors. The 2021 report highlighted vendors who have developed innovative ways of supporting better customer service and operational outcomes.
Gartner clients can check out the full 2021 Gartner Cool Vendors report here.
Gartner, Cool Vendors in CRM Customer Service and Support, Steve Blood, et al., 17 May 2021.
Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.