Real-Time Coaching
Coach the Right Calls, in Real-Time
Balto listens to calls and automatically alerts managers for coaching opportunities. Drive immediate agent improvement by coaching the right calls 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
Balto’s Agent App rides along with agents on the side of their screens. It picks up the audio from conversations and guides agents in real-time.
Managers Use the Cloud App
Balto’s Cloud App is where managers coach, QA and dig into data.
Triggers & Alerts
Never miss key moments on calls.
Triggers monitor your agents’ conversations for positive, negative or informative events. Set triggers for phrases, keywords or soft skills by selecting from a customizable catalog.
When triggers are set off, managers instantly receive an alert to see which calls need coaching.
Live Listen
Join the right calls within seconds.
Live Listen allows you to join calls that triggered an alert with a single click.
When joining calls, managers get a real-time transcript of the conversations to understand what led to the alert.
Agent Chat
Immediately impact the outcome of critical calls before it’s too late.
Agent Chat lets managers guide alerted calls in real-time while listening to the conversation — all within the same platform.
Send backup for calls at risk, proactively guide critical moments of a conversation or congratulate agents for a job well done.
Activity Log
Understand manager coaching habits.
The Activity Log counts alerts triggered by agents and measures how often managers took action.
When managers miss alerts, they can see the unique ID of the alerted call to get a recording from their phone system.
Reports
Identify high performers and top offenders.
Reports automatically rank agents by performance and visualize alerts triggered over time.
See how individuals or groups of agents are performing so you can tailor coaching programs for better call quality.
See How Balto Grows Revenue
Transform sales, customer experience, and compliance in just 45 days.
Explore the Real-Time Guidance Platform
Optimize your contact center scripts with software that uses the power of artificial intelligence
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.