Smart Checklists
Get your call flow right
every time
Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. When an agent says a checklist item, Balto hears it and automatically checks it off.
Dynamic Prompts
Guide agents through make-or-break moments
Automatically show agents what to say when callers ask questions, have concerns, or share critical information. Agents always know the most effective way to answer a question or move a conversation forward.
Notifications
Form great habits and maintain a unified voice
Backed by decades of habit-forming psychology, Balto gives instant feedback and reinforces positive behaviors. Agents form great habits and always leave customers with the same feeling of your company’s brand.
Gamification
Keep your team engaged and performing their best
Balto makes the experience more enjoyable for agents. Challenges, leaderboards, and badges increase engagement and make the job more satisfying. Because if your agents are satisfied, so are your customers.
“Real-Time Guidance just keeps them engaged and more confident. So, they’re not as fearful when they come out in their roles on the phones. We’ve had new hires that sounded just like our seniors.”
Randi Gabel, Collections Floor Manager, Accelerated Receivables Solutions
“We had peace of mind knowing that our teams will have the best technology at the helm when dealing with the most challenging situations.”
Jessica Stillman, Director of Call Center Operations, Amtrust
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.
Remove Barriers to Manager Efficiency
Empower your managers with the intel and time-saving resources to drive your contact center performance to new levels.
Win Rate Analysis
Scale winning conversations instantly
Harness the power of collaborative AI. Automatically compare the effectiveness of phrases — like rebuttals and de-escalation statements — across all agents. Then, automatically show all agents the winning phrase with the press of a button.
Reporting
Know what’s happening on 100% of calls
Balto’s AI automatically analyzes every conversation and makes data available in easy to read reports. See who’s adhering to best practices or going off script. Reverse-engineer your top performers by understanding which of their behaviors drive positive call outcomes. All without ever listening to call recordings.
Playbook Designer
Design excellent conversations.
Roll them out with one click.
Easily customize what to show agents and when. Oh, and there’s no code involved. Just click, type, and publish. Not sure where to start? Balto provides winning templates aggregated from millions of guided calls.
“It’s not just the listening part of Balto that’s a huge time saver for myself and my lead…. it’s also housing the information in a quick access point for agents and Balto being this slender little strip on the side of their screen — beautiful!”
Shannon Arlint, Call Center Manager,
EO Media Group
“It’s like having a manager at the agents’ desks at all times!”
Sean Wheaton, Contact Center Manager,
UGA Finance
NEW Embedded Balto
Better conversations with fewer clicks
Embed Real-Time Guidance right where you need it. By integrating directly within major softone and CMS platforms, Balto is part of the essential workflow that agents use everyday. For IT teams, it’s one less app to manage.
Full Real-Time
Guidance Feature List
The Incredible Impact of Real-Time Guidance
How Bordner Home Solutions Uses Real-Time Tools to Close Gaps in Calls
Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance
“Balto is a life saver!”
– Destiny H., Agent Review on G2
