Real-Time Coaching
Live AI-powered coaching and feedback for contact center agents during customer conversations.
Executive Summary
Balto Real-Time Coaching is an AI-powered solution designed for contact centers to improve agent performance and customer interactions. It provides live guidance and feedback to agents during active customer conversations, identifying key moments and suggesting optimal responses or actions. The platform equips supervisors with real-time data and dashboards, enabling them to monitor calls, provide instant coaching, and drive continuous improvement. It also includes features like sentiment detection, real-time QA, and gamification to enhance agent engagement and effectiveness. By integrating with existing contact center tech stacks, Balto aims to streamline operations, ensure compliance, and ultimately lead to better customer outcomes and agent productivity.
Use Cases
- Live agent guidance during customer calls
- Supervisor coaching and feedback
- Real-time quality assurance (QA)
- Improving agent performance and adherence to scripts/processes
- Sentiment analysis during live conversations
Features
Visibility
- Real-Time Coaching Dashboards: Show supervisors what's happening on active calls and identify coaching moments.
- Chat Feature for Managers: Allows managers to communicate with agents during live calls.
Intelligence
- Live Cues and Prompts: Provides agents with real-time guidance on what to say next or how to handle objections.
- Emotion and Sentiment Detection: Analyzes tone, pace, and engagement to detect customer and agent sentiment.
- Real-Time QA: Automatically scores calls as conversations unfold, ensuring compliance and quality.
- Conversation Intelligence: Analyzes call data to provide actionable insights for continuous improvement.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Salesforce
- RingCentral
- 8x8 VCC
- VICIdial
- Convoso
- RingEX
Security & Compliance
Certifications: SOC 2
Encryption: 256-bit encryption
Pricing
- Model
- Subscription (per seat)
- Starting Price
- Contact sales
- Target Customer
- Enterprise
About Balto
Balto is an AI software company that provides real-time guidance and automation for contact centers. Its platform supports human agents with instant, context-aware assistance during customer interactions, aiming to enhance service quality, sales performance, and operational efficiency.