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
Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance
Balto Flattens the Learning Curve and Increases Revenue for Arsenal Business Growth
“Balto is a life saver!”
– Destiny H., Agent Review on G2
