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.
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 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.