Here’s How Balto Works
Balto’s Real-Time 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.
Start scoring 100% of calls with a few clicks.
Scorecards allow you to build robust sets of weighted criteria in under five minutes by selecting from pre-defined content.
And with unlimited scorecards, different teams can score calls for the specific criteria that matter to them — instead of weeding through crowded spreadsheets.
Quickly identify the root cause of low scores.
Scores from 100% of calls instantly populate and can be analyzed for teams or individual agents.
Drill down into scorecard sections with a simple click and understand what’s driving low scores.
Examine individual calls that caused low scores more closely and use targeted coaching to improve call quality.
See how the floor is doing, right now.
Dashboards show scores for individuals and groups of agents in real-time, breaking down scores into individual categories.
Get a complete picture of call quality without having to wait hours for processing.
Analyze what drives agent performance over time.
Reports visualize how individual or groups of agents score over a selected time period.
Understand your agents’ performance trajectory and map which coaching sessions are impacting call scores.
Explore the Real-Time Guidance Platform
Yup. That was just the beginning.
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-the-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.
All client data is transferred and stored using bank grade 256-bit encryption, the industry standard for security.