This is Real-Time Guidance

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

185M

Delivered Real-Time Recommendations

4.8stars

on G2 from 300+ Reviews

150M+

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

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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“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.

Scale Excellent Conversations with Balto