About Balto


Balto is a cloud-based call center solution for businesses of all sizes. The solution deploys artificial intelligence to support sales, customer service and collection teams in training reps and analyzing customer issues.

Balto listens to phone calls, and then live on-call, it tells the rep what to say next. It standardizes messaging trends by managing scripts and detecting missed conversation elements such as pains, concerns and objections. The solution automatically detects caller-side questions and provides real-time resolution to the agent. In addition, it triggers discovery questions for agents to further probe client challenges.

Balto fosters soft skills such as active listening, empathy, de-escalation and rapport building by alerting agents when required. It also detects non-compliant language, offers an immediate fix and automates call quality analysis.

The solution is available on a subscription basis and support is provided via phone, email and an online ticketing system.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

2 Reviews of Balto

Overall rating

5.00 / 5 stars

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January 2019

Brandon from Midwest Recovery Systems

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

January 2019

Real Time vs Post Call Superiority

Overall, Balto is a great tool for increasing compliance adherence, overall sales / conversions, and suggestive call guidance. We've seen a 40% decrease in compliance violations as an organization in a period of 6 months. THIS IS HUGE in our world! We've also increased our conversions by 4% over the last 3 quarters by targeting areas of opportunity in missed voice progressions. Being in the industry for 15+ years, I would put my stamp of approval on the product all day long.

Pros

The fact that the platform coaches and recognizes deficits in real time is crucial! Every other provider in our market does post call analytics, which we all know does no one any good, considering you've either A) Already broke the law, company policy, client policy, etc., or B) You've not converted the account and have lost money. Balto allows us to capitalize on these opportunities, getting manager engagement, while the consumer is STILL ON THE PHONE!

Cons

The downfall to the technology is that we have not yet synced the system to our CRM so there is seamless reporting integration. It makes things a little more challenging for our QA team to identify what phone number we spoke to the consumer on so multiple reports have to be compiled to extract the data points necessary for coaching.

April 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2019

Wow! Balto really helped us get sales people up to speed fast

Pros

Balto made it incredibly easy to bring someone from fresh hire to revenue generating in a short amount of time

Cons

Haven't run into any huge issues yet. Awaiting a few features but they are being built!