Balto Real-Time Guidance
Balto’s real-time guidance empowers agents to say the right thing on every call. Our proprietary AI listens to the conversation, offers advice and allows managers to step in when needed.
Unite agents with industry-leading AI for behavior change that delivers happier customers, increased revenue, and perfect conversations on every call.
Drive business outcomes by:
- 26% increase in conversions
- 65% faster ramp time
- 25% increase in CSAT
- 115% better compliance scores
Real-Time Guidance:link to this section
Balto keeps your agents on track.link to this section
We help agents get your call flow right every time.
Guide agents through make-or-break moments.link to this section
We’ll show reps the best discovery questions and rebuttals—exactly when they need them.
Measure what works and scale it instantly.link to this section
Get insight into what’s happening on 100% of calls, then scale the most effective practices to your whole team.
Real-Time Coaching:link to this section
Create alerts for key moments on calls.link to this section
Balto listens to calls and instantly alerts a manager when an agent needs coaching.
Listen in and coach agents through tough calls.link to this section
Send backup for calls at risk, proactively guide critical moments of a conversation, or congratulate agents for a job well done.
Real-Time QA:link to this section
Automatically score 100% of calls.link to this section
Build custom scorecards that matter vs weeding through crowded spreadsheets.
Quickly identify the cause of low scores.link to this section
Examine individual calls that caused low scores and use targeted coaching to improve call quality.
Get a complete picture of call quality.link to this section
Correct issues before they become habits, and scale good behaviors to all your agents.
Real-Time Notetaker:link to this section
Automate After-Call Worklink to this section
Real-Time Notetaker rides along with agents in their conversations, analyzes calls in real-time, and produces accurate and comprehensive call notes for every call.
Harness Powerful AIlink to this section
Real-Time Notetaker uses best-in-class AI to generate accurate summaries at a fraction of the time and cost
Prerequisiteslink to this section
- 8x8 X6, X7, X8 license
- Customer needs to be using a softphone application to allow Balto to access the voice streams of both the agent and the customer.
Security & Compliancelink to this section
Developer: Balto
Location: St Louis, MO, USA
Certifications & Compliance
Company certifications and attestations:
PCI and SOC II Type 2
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.
Secure Data Storage
We utilize state-of-the-art AWS infrastructure to ensure the security and integrity of your call data.
Vulnerability Scans
We proactively examine our assets in a safe environment to identify and correct potential vulnerabilities.
Service Level Agreements
We fully guarantee the quality, reliability, and up-time of our services for each of our customers.