Balto
Overview
Balto is a company that provides AI-powered solutions for contact centers, focusing on real-time guidance, coaching, and automation to enhance customer interactions and improve operational efficiency. Their platform is designed to help agents deliver perfect conversations, increase sales, and ensure compliance, all while providing managers with tools to coach and analyze performance in real-time.
Industry: Contact Center Software
Ideal Customer Profiles: Balto's ideal customers are contact centers and customer service departments across various industries that require real-time guidance and coaching for their agents. These customers are looking to improve their sales conversions, customer satisfaction, and compliance adherence through AI-driven solutions.
Website: balto.ai
LinkedIn: http://linkedin.com/company/baltosoftware
Twitter: http://twitter.com/balto_ai
Products
Real-Time Guidance Platform
Balto's Real-Time Guidance Platform provides agents with live, on-call guidance to ensure they navigate conversations effectively, resulting in increased customer satisfaction and revenue.
Features
Smart Checklists
Description: Smart Checklists help agents follow the correct call flow by automatically checking off items as they are mentioned during the call. This ensures that agents stay on track and cover all necessary points.
Benefit: Agents can conduct conversations more effectively, reducing errors and improving customer satisfaction.
Dynamic Prompts
Description: Dynamic Prompts provide agents with real-time suggestions on what to say during critical moments in a call, such as when addressing customer questions or concerns.
Benefit: Agents are better equipped to handle challenging situations, leading to improved call outcomes and customer satisfaction.
Notifications
Description: Notifications provide instant feedback to agents, reinforcing positive behaviors and discouraging negative ones, based on habit-forming psychology.
Benefit: Agents develop better habits over time, leading to more consistent and high-quality customer interactions.
Gamification
Description: Gamification features such as challenges, leaderboards, and badges are used to increase agent engagement and motivation.
Benefit: Increased agent satisfaction and engagement, which can lead to improved performance and reduced turnover.
Reporting
Description: The Reporting feature provides detailed insights into call performance by analyzing every conversation and generating easy-to-read reports.
Benefit: Managers can quickly identify areas for improvement and ensure adherence to best practices, enhancing overall call quality.
Real-Time Coaching
Real-Time Coaching allows managers to provide immediate support to agents during critical moments, enhancing call outcomes and agent performance.
Features
Automatic Monitoring
Description: This feature automatically monitors conversations for specific events or phrases, alerting managers to potential coaching opportunities.
Benefit: Managers can intervene in real-time to provide guidance, improving call outcomes and agent performance.
Live Listen
Description: Live Listen allows managers to join calls that have triggered alerts, providing them with real-time transcripts to understand the context.
Benefit: Managers can quickly assess situations and provide timely support to agents, preventing potential call failures.
Agent Chat
Description: Agent Chat enables managers to communicate directly with agents during calls, offering support or feedback as needed.
Benefit: Real-time communication helps agents feel supported and can lead to better call handling and outcomes.
Performance Reports
Description: Performance Reports provide insights into agent performance, highlighting areas for improvement and tracking progress over time.
Benefit: Managers can tailor coaching programs to individual needs, leading to more effective training and development.
Activity Log
Description: The Activity Log tracks the frequency of alerts and managerial actions, providing insights into coaching habits and effectiveness.
Benefit: Helps managers refine their coaching strategies and ensure consistent support for agents.
Real-Time Notetaker
Real-Time Notetaker automates the process of call summarization, allowing agents to focus on customer interactions rather than administrative tasks.
Features
Automated Note Generation
Description: This feature automates the creation of call notes, allowing agents to save notes to a CRM with a single click, eliminating the need for manual entry.
Benefit: Increases agent efficiency by reducing the time spent on after-call work, allowing them to focus more on customer interactions.
Real-Time Analysis
Description: Real-Time Analysis processes conversations as they happen, generating accurate and comprehensive notes for each call.
Benefit: Ensures that all relevant information is captured accurately, reducing the risk of data loss and improving record-keeping.
Calls Explorer
Description: Calls Explorer provides access to call transcripts, recordings, and notable moments, all in one place, for easy review and analysis.
Benefit: Facilitates efficient call review and analysis, helping managers and agents identify areas for improvement.
Efficiency Boost
Description: By automating after-call work, this feature significantly boosts agent efficiency, allowing them to handle more calls in less time.
Benefit: Reduces agent workload and increases productivity, leading to better overall performance.
Integration Flexibility
Description: Real-Time Notetaker can be used as a standalone product or integrated into the broader Real-Time Guidance platform, offering flexibility in deployment.
Benefit: Provides organizations with the flexibility to choose how they implement the solution, ensuring it meets their specific needs.
BaltoGPT
BaltoGPT leverages advanced AI to provide instant analysis and insights into contact center operations, enhancing decision-making and performance.
Features
Instant Call Analysis
Description: This feature allows for the instant analysis of calls, providing insights and answers to questions about contact center operations at scale.
Benefit: Empowers managers with the information needed to make informed decisions quickly, improving operational efficiency.
Collaborative AI
Description: Collaborative AI compares the effectiveness of different phrases and automatically suggests the best options to agents.
Benefit: Ensures that agents are using the most effective communication strategies, leading to better call outcomes.
Phrase Effectiveness Comparison
Description: This feature compares the effectiveness of different phrases used by agents, helping to identify the most successful communication strategies.
Benefit: Improves the quality of interactions by ensuring that agents are equipped with the best possible responses.
Comprehensive Reporting
Description: Comprehensive Reporting provides detailed insights into call performance, helping managers understand what works and what doesn't.
Benefit: Facilitates continuous improvement by providing actionable insights into call handling and performance.
Top Performer Analysis
Description: This feature analyzes the behaviors of top-performing agents to identify what drives their success, allowing others to learn from their strategies.
Benefit: Helps replicate successful behaviors across the team, leading to improved overall performance.
Seamless Integrations
Balto offers seamless integration with over 60 softphones and major CCaaS and UCaaS systems, ensuring easy adoption and use.
Features
Wide Compatibility
Description: Balto integrates with a wide range of cloud-based phone systems, ensuring compatibility with existing infrastructure and quick setup.
Benefit: Facilitates easy adoption and minimizes disruption during implementation, allowing organizations to quickly benefit from Balto's solutions.
Quick Setup
Description: The integration process is designed to be quick and straightforward, with many integrations being activated in as little as one day.
Benefit: Reduces the time and effort required to implement Balto's solutions, allowing organizations to start seeing benefits sooner.
Simple API Integration
Description: Balto uses a simple API request to integrate with softphone systems, ensuring seamless operation and data synchronization.
Benefit: Ensures reliable and efficient operation, minimizing technical issues and maximizing performance.
Embedded Guidance
Description: Real-Time Guidance can be embedded directly within major softphone and CMS platforms, making it an integral part of the agent workflow.
Benefit: Enhances agent efficiency by reducing the need to switch between applications, streamlining the workflow.
Call Transcription
Description: Balto transcribes calls to analyze conversations and generate insights, providing valuable data for performance improvement.
Benefit: Enables detailed analysis and reporting, helping organizations identify trends and areas for improvement.
Quantitative Benefits
"Increase conversion rates by up to 35% in just 45 days."
"After 30 Days of A/B Testing: 132% More Conversions"
"65% Faster Ramp Time"
Source: (1) New Messages!
"35% More Conversions"
Source: (1) New Messages!
"25% Increase in CSAT"
Source: (1) New Messages!
Testimonials
"Balto gives us consistency. And now everyone is saying the most important things on their calls."
Courtney Reynaud, President at CB USA
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"Our agents have an extra set of ears and are always provided the appropriate response. Balto doesn't get tired."
Mark Poisson, Director of AI at National General Insurance
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"Balto is call center magic!"
Randy Clapp, CRO at Advantage Communications
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"Balto has improved my employees' performance more than I could've imagined."
Heather Heisler, Supervisor at Rent-2-Own
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"Whenever we make changes, every agent has that on screen immediately."
Martin To, Sales Development Manager at American Homes 4 Rent
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"It's like having a manager at the agents' desks at all times."
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"When you're drowning in a call, Balto is your life raft."
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"It takes away the anxiety from a call."
Kasey Ismail, Collections Team Lead at CB USA
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"I love Balto. It's my best friend!"
Letha Parsons, Rep at eHealth
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
"Real-Time Guidance just keeps them engaged and more confident. So, they're not as fearful when they come out in their roles on the phones. We've had new hires that sounded just like our seniors."
Randi Gabel, Collections Floor Manager at Accelerated Receivables Solutions
Source: (1) New Messages!
"We had peace of mind knowing that our teams will have the best technology at the helm when dealing with the most challenging situations."
Jessica Stillman, Director of Call Center Operations at Amtrust
Source: (1) New Messages!
"It's not just the listening part of Balto that's a huge time saver for myself and my lead…. it's also housing the information in a quick access point for agents and Balto being this slender little strip on the side of their screen — beautiful!"
Shannon Arlint, Call Center Manager at EO Media Group
Source: (1) New Messages!
"Balto eliminated the negative association that coaching had with our agents. Now they come into coaching sessions and they have a list of things they want to have a conversation about for improvement versus 'What did I do wrong now?'"
Sean Wheaton, Contact Center Supervisor at UGA Finance
"Knocked Our Socks Off"
Source: Real-Time Notetaker - Your Calls Summarized, Automatically | Balto
Customer Stories
National General Insurance
Problem: Inconsistency in agent responses and performance
Value Add: Balto provided an extra set of ears for agents and always provided the appropriate response
Outcome: Agents were consistently provided with the most important things to say on their calls, improving performance and consistency
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
CB USA
Problem: Lack of consistency in agent messaging
Value Add: Balto ensured all agents were saying the most important things on their calls
Outcome: Achieved consistency across all calls, with agents consistently delivering key messages
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
American Homes 4 Rent
Problem: Difficulty in implementing changes across all agents
Value Add: Balto allowed immediate implementation of changes for all agents
Outcome: Every agent had updated information on screen immediately when changes were made
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
Rent-2-Own
Problem: Suboptimal employee performance
Value Add: Balto provided real-time guidance and support for employees
Outcome: Employee performance improved beyond expectations
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
UGA Finance
Problem: Lack of constant managerial oversight for agents
Value Add: Balto provided constant guidance similar to having a manager present
Outcome: Agents received continuous support as if a manager was at their desk at all times
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
HPOne
Problem: Agents struggling during difficult calls
Value Add: Balto provided real-time support and guidance during challenging calls
Outcome: Agents had a reliable support system, described as a "life raft" during difficult calls
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
eHealth
Problem: Agents needing consistent support and guidance
Value Add: Balto provided constant, reliable assistance to agents
Outcome: Agents developed a strong reliance on Balto, describing it as their "best friend"
Source: Optimize Sales Conversations with Real-Time Guidance | Balto
Bordner Home Solutions
Problem: Keeping agents confident and on-track with script changes and call summaries in a competitive industry
Value Add: Balto provided real-time tools to close gaps in calls, helping with scripting issues
Outcome: Transformed the team's appointments, onboarding, and quality assurance
Source: (1) New Messages!
Accelerated Receivables Solutions
Problem: Keeping agents self-assured, engaged, and compliant in a high-stress collections industry
Value Add: Balto provided AI-driven Real-Time Guidance and customized industry playbooks
Outcome: Took the pressure off agents and shifted risk to reward in a collections business relying on compliance confidence
Source: (1) New Messages!
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