Real-Time QA
Goodbye, Random Sampling. Hello, Real-Time QA.
Balto automatically scores 100% of calls so you can focus on improving conversations – not on scoring them.
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.
Customizable Scorecards
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.
Interactive Reports
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.
Dashboard
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.
Coming Soon
Trend Analysis
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.
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.