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AI-powered real-time guidance for contact centers

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February 22, 2024

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AI-powered real-time guidance for contact centers

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Overview

Balto is an AI-powered platform designed to offer real-time guidance to contact center agents. It assists in ensuring agents communicate effectively during calls, which is intended to result in happier customers and increased revenue.

Baltos core capabilities include real-time guidance, coaching, and automated note-taking. The real-time guidance provides agents with suggestions on what to say during calls based on the conversation.

Real-time coaching alerts managers of crucial coaching opportunities, enabling them to offer help at the most needed times. The automated note-taking capability streamlines post-call work, creating notes with a single click.

Balto also offers conversational analysis and Quality Assurance (QA), scoring all calls and helping to identify areas of improvement. It integrates with over 60 softphones and several contact center as a service (CCaaS) and unified communications as a service (UCaaS) systems, simplifying agent workflows and speeding up implementation.

The platform is suitable for a range of industries including insurance, financial services, healthcare, retail, and others.

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Pros and Cons

Pros

Real-time guidance

Real-time coaching

Automated note-taking

Quality Assurance

Conversational analysis

Simplifies agent workflows

Integrates with 60+ softphones

Quick implementation process

Versatility across industries

Real-time assistance for agents

Crucial coaching alerts

Single click notes

Scoring call quality

Identification of improvement areas

Improves customer communication

Increases revenue

Enhances customer satisfaction

Provides industry-specific solutions

Smart Checklist for agents

Dynamic Prompts for agents

Discourages agents' bad habits

Manager alerts for coaching

Real-time data analytics

Balto's Playbook Designer

Set up weighted criteria

Measure Quality trends

Coaching effectiveness reports

Efficient contact center app

Supports CCaaS, UCaaS systems

Easy agent workflow integration

System for behaviour change

View 26 more pros

Cons

Limited language support

Narrow integration scope

Real-time coaching dependency

Over-reliance on softphones

Automated notes may lack context

Predominantly call-center focused

Standardized conversational analysis

Lacks customizable features

Requires immediate managerial intervention

Limited industry applicability

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Q&A

What is Balto used for?

Balto is used to offer real-time guidance to contact center agents. It ensures agents communicate effectively during calls, contributing to customer satisfaction and increased revenue. It also provides tools for coaching, automated note-taking, conversational analysis, and Quality Assurance.

How does Balto assist contact center agents?

Balto assists contact center agents by providing real-time guidance during calls. It suggests what agents should say based on the ongoing conversation, helping them to communicate more effectively. Balto also provides real-time coaching, alerting managers of crucial coaching opportunities so they can offer help when needed the most.

What are the core capabilities of Balto?

Balto's core capabilities include real-time guidance, real-time coaching, automated note-taking, conversational analysis, and Quality Assurance (QA). Real-time guidance supplies agents with suggestions on what to say during calls. Coaching feature alerts managers of vital coaching opportunities. The automated note-taking simplifies post-call work by creating notes with a single click. Conversational analysis and QA help identify areas that need improvement by scoring all calls.

How does the real-time guidance feature of Balto work?

Balto’s real-time guidance feature works by analyzing the conversation during a call and providing agents with live recommendations on what to say. It ensures the agent communicates effectively, leading to productive conversations and higher customer satisfaction.

How does Balto's real-time coaching feature function?

Balto's real-time coaching feature functions by alerting managers of key coaching opportunities in real-time. These alerts enable the managers to offer help immediately when an agent needs assistance the most, hence ensuring effective and timely coaching.

What is the purpose of Balto's automated note-taking capability?

Balto's automated note-taking capability is designed to streamline post-call work. This feature automatically generates notes with a single click, reducing the amount of time agents spend on manual note-taking and allowing them to focus more on customer engagement.

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What benefits does the conversational analysis feature of Balto offer?

Balto's conversational analysis feature offers benefits by providing in-depth insights into all calls. It helps identify areas of improvement and provides a scoring system that aids in enhancing the quality of communication and performance in contact centers.

What services does Balto's Quality Assurance provide?

Balto's Quality Assurance service provides a scoring system for all calls, helping to identify areas of improvement. It aims to ensure the quality of communication, thereby contributing to increased customer satisfaction and operational efficiency within contact centers.

How does Balto integrate with softphones, CCaaS, and UCaaS systems?

Balto integrates with more than 60 softphones and several contact center as a service (CCaaS) and unified communications as a service (UCaaS) systems. These integrations simplify agent workflows and allow for a faster implementation across various communication platforms.

What industries is Balto suitable for?

Balto is suitable for a variety of industries including but not limited to insurance, financial services, healthcare, and retail. Therefore, any industry that relies heavily on communication and customer service can benefit from utilizing Balto.

How does Balto contribute to customer happiness and increased revenue?

Balto contributes to customer happiness and increased revenue by ensuring effective communication during calls. It guides agents on what to say based on the ongoing conversation, which leads to more productive interactions. This positive customer experience can result in increased customer satisfaction and potentially higher revenue.

Why is Balto considered a superior choice among its competitors?

Balto is considered a superior choice among its competitors due to its real-time capabilities, integration features, and the range of services it offers. Comprising real-time guidance, coaching, automated note-taking, conversational analysis, and Quality Assurance, Balto offers a comprehensive solution for contact centers.

What is Balto's Generative AI all about?

Balto's Generative AI is part of its real-time guidance system that analyzes the ongoing conversation and dynamically generates suggestions for what agents should say, aiding them to communicate more effectively during calls.

What solutions does Balto provide for sales?

For sales, Balto provides real-time guidance during calls, suggesting conversation strategies and key points to agents, thus helping them increase conversions, retain customers, and close deals effectively.

How does Balto help in ensuring compliance?

Balto ensures compliance by adhering to federal, state, and company guidelines during every call. It alerts when there are deviations from the guidelines, helping companies to avoid potential legal issues.

What role does Balto play in improving customer experience?

Balto plays a significant role in improving customer experience by ensuring that agents are able to communicate effectively during calls. It helps agents say the right thing at the right time, leading to more productive conversations and higher customer satisfaction.

How does Balto assist in quality assurance?

Balto assists in quality assurance by scoring 100% of calls, facilitating quick identification of issues and areas where conversations can be improved. This comprehensive quality monitoring allows for the effective resolution of problems, contributing to higher service standard and customer satisfaction.

How can I integrate Balto with my current CCaaS system?

Balto can be integrated with your current CCaaS system as it supports integrations with over 60 softphones and major CCaaS and UCaaS systems. This allows seamless integration into existing workflows and systems, enabling fast, easy setup and use.

What kind of industries benefit the most from using Balto?

Industries like insurance, financial services, healthcare, retail, and any other sector that relies on contact centres for customer interaction can benefit the most from using Balto. Its features are designed to improve the efficiency of agents, thus leading to improved customer satisfaction and potentially increased revenue.

How quickly can Balto be implemented into my company's workflow?

Balto can be implemented quickly into your company's workflow as it integrates directly with over 60 softphones and CCaaS and UCaaS systems. Its seamless integration capability ensures minimal disruption to your operating environment and allows for fast time to value.

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