Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Automate routine tasks and streamline workflows with AI-powered assistants. Delegate tasks, set reminders, and get personalized recommendations to boost productivity and focus on high-value work.
Balto offers real-time AI-powered call guidance, helping sales and support teams handle customer conversations more effectively and improve performance.
Balto offers real-time AI-powered call guidance, helping sales and support teams handle customer conversations more effectively and improve performance.
Balto delivers real-time call guidance, QA, and coaching for contact center agents. By analyzing live conversations and suggesting next best actions, Balto helps improve compliance, conversions, and CSAT. It integrates with most voice platforms and empowers agents with in-the-moment support.
Company Differentiation
Purpose-built for live agent coaching with proven lift in conversions
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For businesses looking to enhance contact center performance with real-time call guidance, CXponent offers expert guidance to help you make the most informed decision for your customer service needs.
Key Features and Benefits
Real-Time Call Guidance: Balto’s AI-powered platform provides agents with real-time guidance during live calls, improving agent performance and customer satisfaction.
AI-Driven Insights: Balto’s AI analyzes calls in real-time, offering agents recommendations on handling objections, answering questions, and closing sales.
Automated QA & Analytics: Balto’s automated quality assurance (QA) system evaluates 100% of calls, providing detailed insights into agent performance and compliance.
Customizable Playbooks: Balto enables businesses to create custom playbooks for agents, ensuring consistent messaging and adherence to best practices.
Seamless Integrations: Balto integrates with leading contact center platforms, enabling easy deployment and use within existing systems.
Technical Requirements
Internet Connectivity: Reliable internet connectivity is essential to ensure real-time call guidance and data analysis.
Device Compatibility: Ensure that Balto’s platform is compatible with your organization’s devices, including desktops, headsets, and contact center systems.
Integration Capabilities: Balto integrates with leading CRM and contact center platforms, streamlining call workflows and agent performance management.
Security & Compliance: Balto’s platform supports compliance with industry regulations, ensuring secure handling of customer data during live calls.
Business Requirements
Customer Service Goals: Determine if your business needs real-time call guidance to improve agent performance and customer satisfaction.
Feature Prioritization: Identify whether real-time AI guidance, automated QA, or customizable playbooks are critical to your contact center strategy.
Scalability Needs: Ensure that Balto’s platform can scale with your contact center as your customer base and agent teams grow.
Budget Alignment: Consider the total cost of implementing Balto’s platform, including integration, agent training, and AI customization.
Use Cases
Sales Teams: Balto helps sales agents improve conversion rates by offering real-time guidance on handling objections and closing deals.
Customer Support: Contact centers can use Balto to enhance agent performance by providing consistent, AI-driven guidance during customer interactions.
Compliance-Focused Industries: Businesses in regulated industries, such as financial services and healthcare, can use Balto’s automated QA to ensure compliance with industry standards during live calls.
Collections: Balto helps collections agents handle calls more effectively by offering real-time guidance on negotiation strategies and compliance adherence.
Qualifying Questions
How many agents will benefit from real-time call guidance and AI-driven insights?
Are your current contact center tools integrated with CRM and analytics systems, and do they meet your needs?
Do you need customizable playbooks to ensure consistent agent messaging and adherence to best practices?
Are you seeking an automated QA system to evaluate 100% of calls for performance and compliance?
Implementation Timeline & Considerations
Timeline: Implementation can take a few weeks, depending on the complexity of integrations and the size of your contact center.
Considerations: Ensure alignment between IT, customer service, and sales teams during deployment. Plan for agent training on how to use Balto’s real-time guidance features.
ROI and Business Impact
Cost Savings: Balto’s automated QA and AI-driven guidance reduce the need for manual call monitoring, leading to lower operational costs.
Scalability: Balto’s platform scales easily to accommodate growing contact center teams and increased call volumes.
Improved Customer Satisfaction: By providing consistent, real-time guidance, Balto helps agents deliver better customer service, leading to higher satisfaction rates.
Cost Model
Balto offers pricing based on the number of agents, calls monitored, and the level of AI customization required. Custom enterprise pricing is available for businesses with larger contact centers and more complex needs.
Roles of Decision Makers
Contact Center Leaders: Ensure that Balto’s features align with agent performance goals and customer satisfaction metrics.
IT Team: Evaluate integration capabilities with existing contact center platforms and CRM systems.
Compliance Officers: Align Balto’s automated QA features with industry regulations to ensure compliance during calls.
Sales & Customer Support Leaders: Ensure that Balto’s real-time guidance and custom playbooks meet the needs of sales and support teams for improving performance and ensuring consistent messaging.
Additional Considerations & Helpful Tips
Scalability: Balto’s platform scales easily, allowing your contact center to support more agents and handle increased call volumes as your business grows.
User Experience: Ensure that Balto’s AI-driven guidance is easy to use and delivers a seamless experience for agents during live calls.
Start with a Trial: Consider starting with a trial to evaluate the effectiveness of Balto’s real-time call guidance in improving agent performance.
Training & Support: Plan for comprehensive training to ensure that agents understand how to use Balto’s guidance and automated QA features effectively.
Next Steps
Curious if Balto is the right fit for your business? CXponent can help you assess your needs and guide you through the decision-making process. With extensive experience in advising businesses on technology solutions, we provide personalized guidance to help you select the best solution.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Automate routine tasks and streamline workflows with AI-powered assistants. Delegate tasks, set reminders, and get personalized recommendations to boost productivity and focus on high-value work.
