This is Real-Time Guidance

See how Balto unites agents with AI for conversations that deliver results.

430M

Delivered Real-Time Recommendations

4.8stars

on G2 from 350+ Reviews

200M+

Calls Guided in Real-Time

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

  • 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.

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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.

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Agent Chat

Drive immediate agent improvement.

‍Chat coaching recommendations to the agent in real-time directly through the Balto app.

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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.

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QA Dashboard

See how the floor is doing, right now.

Dashboards show real-time scores for your agents. No more waiting hours for processing.

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QA Reports

Analyze what drives agent performance over time.

‍Reports visualize how individual or groups of agents score over a selected time period.

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Real-Time Notetaker

Real-Time Notetaker automatically summarizes 100% of your calls, so your agents don’t have to. Automate time-consuming after-call work and generate notes with a single click, all seamlessly integrated into the Real-Time platform

“Knocked Our Socks Off”

Join thousands of contact center leaders growing their business with Real-Time Guidance.

Agent Customization

Harness the best of agent ingenuity through Balto’s agent customization features.

Agents can make each call their own by customizing the Balto app with different colors, animations, and themes, including night mode. 

Agents can try out different talk tracks to highlight their individual strengths. Balto rewards creativity by scaling successful variations out to the rest of the team so you can share what works at the push of a button. 

Crowdsource Best Practices

Consumer needs are always changing – and so should your talk track

Balto’s AI takes the guesswork out of scaling your talk track and helps you stay ahead of the curve by crowdsourcing what works, testing it out, and making recommendations on how you can strengthen your calls.

Gamification

Work doesn’t always have to feel like work.

Motivate your agents with Balto’s gamification features, including targeted challenges and badges that create powerful engagement opportunities. 

Give your agents instant in-app rewards for improving the skills that impact business outcomes. With leaderboards, challenges, badges, and more, you can delight agents with virtual encouragement for a job well done.

Command Center

Live listen on every call

Your personal command center allows you to see which of your agents are on calls and live listen at the push of a button.

Sentiment Analysis

Find the calls that matter most

Sentiment analysis surfaces the most important calls for you to review to help you identify critical coaching opportunities.

Calls Explorer

Call recordings and expertly redacted transcripts, all in one place

Calls explorer lets you set custom filters so you can explore calls the way you want to. Access transcripts, redacted call recordings, and notable moments in one centralized location.

Balto Works With 60+ Softphones

Balto safely connects to over 60 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.

Scale Excellent Conversations with Balto