Here’s How Balto Works
Balto’s Real-Time Guidance Platform has two components: The Agent App and Cloud App.
Agents Use the Agent App
The Agent App sits on the side of your agents’ screens. It picks up the audio from conversations and guides agents in real-time.
Managers Use the Cloud App
Balto Cloud is where you configure Balto, analyze data and coach in real-time.
Balto’s Platform Capabilities
Create
- Best-Practice Industry Intelligence Playbooks
- AI Library
- Agent-Sourced Content
- Personalized Onboarding & Support
Guide
- Real-Time Guidance
- Context-Based Dynamic Prompts
- Notifications & Reminders
- Challenges & Badges
- Automated Manager Alerts
- Live Manager Chat
Analyze
- Real-Time Dashboards
- Call Scoring
- Win Rate Analysis
- Searchable Transcriptions
- Performance Management
- Real-Time Redaction
- Leaderboards
Iterate
Iterate
- Playbook Editor
- Automatically Surfaced Insights
- One-Button Scaling of Winning Strategies
CONTINUOUS LOOP OF IMPROVEMENT & BEHAVIORAL CHANGE
See How Balto Grows Revenue
Transform sales, customer experience, and compliance in just 45 days.
Real-Time Coaching
Drive immediate agent improvement and excellent call outcomes by bringing 1:1 coaching live on the call. Balto listens for key moments on calls and alerts managers for coaching and intervention opportunities.
Key Features
Triggers & Alerts
Never miss key moments in calls.
Set triggers for positive, negative or informative events on calls and get alerted in real-time. Allow agents to raise their hand when they need manager support.
Live Listen
Instantly assess the call situation.
Listen into calls in real-time with a single click in the Cloud App. Automatically brief managers of the situation with a real-time transcription.
Agent Chat
Drive immediate agent improvement.
Chat coaching recommendations to the agent in real-time directly through the Balto app.
Real-Time QA
Enough with the spreadsheets, clunky software and hours spent on QA. Real-Time QA delivers 100% call coverage and automated scoring at the push of a button. Feed QA insights right back to your agents with Real-Time Guidance and Real-Time Coaching.
Key Features
Customizable Scorecards
Start scoring 100% of calls with a few clicks.
Build robust sets of weighted criteria in under 5 minutes by selecting from pre-defined content.
QA Dashboard
See how the floor is doing, right now.
Dashboards show real-time scores for your agents. No more waiting hours for processing.
QA Reports
Analyze what drives agent performance over time.
Reports visualize how individual or groups of agents score over a selected time period.
“Knocked Our Socks Off”
Join thousands of contact center leaders growing their business with Real-Time Guidance.
Balto Works With 40+ Softphones
Balto safely connects to over 40 cloud-based phone systems. Get set up in 45 days or less.
We Keep Your Data Safe
We treat every conversation with exceptional care. Our state-of-art security infrastructure and protocols ensure the privacy of all customer data.
PCI, PHI, & PII Security
Balto automatically flags customer information, like credit cards and phone numbers, and does not save them to disk.
256-Bit Encryption
All client data is transferred and stored using bank grade 256-bit encryption, the industry standard for security.
HTTPS & TLS 1.2
All browser communication is encrypted and authenticated to ensure secure communication between systems.