Product Overview of Balto
Balto is an advanced AI-driven Real-Time Guidance Platform designed to enhance the performance of sales and customer service teams, particularly in call center environments. Here’s a detailed look at what the product does and its key features.
What Balto Does
Balto’s primary function is to guide agents in real-time during live calls, ensuring they adhere to best practices, respond effectively to customer inquiries, and optimize communication to achieve better outcomes. The platform uses AI to analyze every conversation, providing immediate feedback and coaching to improve agent performance, customer satisfaction, and overall business results.
Key Components
Agent App
The Agent App is a crucial component that sits on the side of the agents’ screens. It captures audio from conversations and provides real-time guidance, ensuring agents stay on track and follow the predefined call flow.
Cloud App
The Cloud App is used by managers to configure the system, analyze data, and coach agents in real-time. This app allows managers to live listen to calls, access real-time transcriptions, and intervene when necessary.
Key Features and Functionality
Real-Time Guidance
- Dynamic Prompts: Automatically shows agents what to say during critical moments in calls, such as answering questions or handling objections.
- Smart Checklists: Ensures agents follow the call flow by checking off items as they are mentioned during the conversation.
Training and Coaching
- Coaching Materials: Offers content and training for new hires, including customized playbooks and knowledge bases.
- Real-Time Coaching: Allows managers to provide immediate coaching and intervention during calls, enhancing agent performance.
Call Analytics
- Call Recording and Transcription: Provides access to call recordings and expertly redacted transcripts, all in one centralized location.
- Sentiment Analysis: Surfaces the most important calls for review, helping identify critical coaching opportunities.
- Win Rate Analysis: Compares the effectiveness of different phrases and strategies across all agents, allowing managers to scale winning conversations instantly.
Performance Management
- Call Scoring: Automatically scores 100% of calls based on predefined criteria, helping managers focus on improving conversations rather than scoring them.
- Performance Dashboards: Offers real-time dashboards and leaderboards to track agent performance and identify areas for improvement.
Engagement and Motivation
- Gamification: Includes features like challenges, badges, and leaderboards to motivate agents and create engagement opportunities.
Compliance and Quality Assurance
- Compliance Statements: Ensures agents adhere to compliance requirements by prompting them to say necessary statements word-for-word.
- Quality Assurance: Allows for the evaluation and calibration of call quality, with detailed reports to drive improvement.
Integration and Accessibility
- Integration Capabilities: Can be integrated with other call center software like MightyCall using webhooks, ensuring seamless functionality across different devices.
Additional Capabilities
- BaltoGPT: An AI-powered tool that allows users to analyze calls instantly, answer questions about the contact center, and take action based on the insights gained.
- Live Listen and Command Center: Enables managers to live listen to calls and access a command center to monitor and intervene in calls as needed.
Overall, Balto’s Real-Time Guidance Platform is designed to optimize call center performance by providing agents with the tools and guidance they need to deliver excellent conversations, while also equipping managers with the data and insights necessary to drive continuous improvement.