Real-Time Guidance
Guide Agents, Live On The Call

Real-Time Guidance enables agents to confidently navigate every conversation, resulting in happier customers, increased revenue, and better employee satisfaction.

Faster Ramp Time

More Conversions

Increase in CSAT

Calls Guided in Real-Time

Unleash Agent Performance & Effectiveness

Empower your agents with the knowledge and intelligence to tackle every conversation with ease. 

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.

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.

NEW Call Explorer

Make informed decisions. Fast.

Spend less time mining for insights in a mountain of data. Balto puts your call data to work by combining your full transcriptions and audio recordings with Balto’s layer of conversation intelligence in one easy-to-navigate dashboard. Turn conversation insights into action and get full visibility into the KPIs that matter most.

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.

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

Thumbnail Image for Accelerated Receivables Solutions and Balto case study

Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance

Time to Read 3 minutes
The combination of AI-driven Real-Time Guidance and customized industry playbooks takes the pressure off agents in a collections business relying on compliance confidence The Challenge Keeping agents self-assured, engaged, and compliant in a high-stress industry The collections business can take…
Read Case Study Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance
Thumbnail image for Arsenal Business Growth and Balto case study

Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth

Time to Read 4 minutes
With Balto’s Real-Time Guidance and custom client-specific playbooks, Sales Development Reps are prepared to interact expertly with executive-level decision-makers in 83% less time The Challenge Providing continuous expedited in-call training for Sales Development Reps acting on behalf of numerous clients…
Read Case Study Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth

“Balto is a life saver!”

– Destiny H., Agent Review on G2

Ready to Unleash Agent Performance?