Real-Time QA
Automates real-time quality assurance and coaching for 100% of customer calls.
Executive Summary
Balto's Real-Time QA product automates the quality assurance process for customer support calls. It scores calls live as they happen, providing immediate feedback on compliance, sentiment, and adherence to best practices. This real-time capability allows contact centers to move beyond traditional, manual QA processes that only review a small percentage of calls, ensuring consistent quality across all agent interactions. The platform helps identify what drives high or low scores, measures long-term quality trends, and provides in-the-moment coaching to agents. By guiding agents with AI-powered prompts and enforcing compliance live, Balto aims to reduce repeat calls, prevent issues from escalating, and improve overall customer experience. It integrates seamlessly with existing contact center tech stacks, including CRMs and phone systems, to provide comprehensive insights and actionable guidance.
Use Cases
- Enforce compliance in real-time on every customer call.
- Automate quality assurance for 100% of contact center calls.
- Provide in-the-moment coaching and guidance to agents during live conversations.
- Identify and improve agent performance trends and conversation outcomes.
- Reduce repeat calls and prevent customer issues from escalating.
Features
Visibility
- Real-Time Scores: Identify what's driving low or high scores with real-time insights.
- Coaching Dashboards: Provide transparency and control over agent performance and quality.
- Long-Term Quality Trends: Measure and analyze quality trends over time to identify areas for improvement.
Intelligence
- Live Agent Assist: AI-powered prompts guide agents during live calls.
- Real-Time QA and Compliance Tracking: Automates scoring of 100% of calls for compliance and quality as they happen.
- Speech Analytics: Analyzes call audio to provide insights into conversations.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Salesforce
- RingCentral
- 8x8 VCC
- VICIdial
Security & Compliance
Certifications: SOC 2, GDPR, PCI, HIPAA
Pricing
- Model
- Contact sales
- Starting Price
- Contact sales
- Target Customer
- Enterprise
- Free Trial
- No
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.