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Balto Logo
Balto

Balto

8.0 / 10
Category
Balto
8.0 / 10

What is Balto?

Post-call analytics tools can help you identify how to win more calls but all the data in the world won't help you put those insights into action when it counts: during conversations. Only Balto pairs comprehensive speech analytics with real-time guidance to give your agents the knowledge and confidence to navigate every call. Balto's best-in-class AI understands the full context of both sides of the conversation and gives smart guidance at the right time for better outcomes. Balto’s built for agent empowerment, not enforcement.

Company Details


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Awards & Recognition

Balto won the following awards in the Conversation Intelligence category

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Balto Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Balto.

91 Likeliness to Recommend

94 Plan to Renew

89 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+94 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Balto?

0% Negative
6% Neutral
94% Positive

Pros

  • Trustworthy
  • Unique Features
  • Effective Service
  • Inspires Innovation

Feature Ratings

Average 83

Conversation Coaching

85

Call Analytics

84

Artificial Intelligence Engine

84

Manager Annotation and Feedback

84

Dashboards and Reporting

82

Call Recording

81

Audio Transcription

81

Application Integration

80

Role-Based Access

75

Vendor Capability Ratings

Average 80

Ease of Data Integration

100

Usability and Intuitiveness

100

Vendor Support

100

Breadth of Features

94

Ease of Customization

94

Ease of IT Administration

94

Product Strategy and Rate of Improvement

94

Availability and Quality of Training

88

Ease of Implementation

87

Business Value Created

83

Quality of Features

77

Balto Reviews

Jonnalyn A.

  • Role: Operations
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2023

Balto Boosts Business. A Must-Have for Call Center

Likeliness to Recommend

10 / 10

What differentiates Balto from other similar products?

Balto is a unique call center solution that deploys artificial intelligence to support sales, customer service, and collection teams. It is different from other similar products as it provides real-time guidance to reps during calls, standardizing messaging trends, detecting missed conversation elements, and providing real-time resolution to the agent. It also fosters soft skills such as active listening, empathy, de-escalation, and rapport building. Additionally, it detects non-compliant language and automates call quality analysis.

What is your favorite aspect of this product?

My favorite aspect of Balto is its real-time guidance feature. It helps to increase conversion rates and deliver world-class customer experiences by providing agents with live, on-call instructions and alerting them when they need to improve soft skills such as active listening, empathy, de-escalation, and rapport building.

What do you dislike most about this product?

my least favorite aspect of Balto is the lack of seamless integration with our CRM platform, which makes it more challenging for our QA team to identify which phone number we spoke to the consumer on.

What recommendations would you give to someone considering this product?

My recommendation to someone considering this product is to make sure they have a solid plan in place for integrating it with their CRM system to ensure seamless reporting.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Role: Operations
  • Industry: Media
  • Involvement: Vendor Selection and Purchasing
Validated Review
Anonymous Reviewer

Submitted Jan 2023

Good for RTM management

Likeliness to Recommend

9 / 10

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Kunal D.

  • Role: Industry Specific Role
  • Industry: Consulting
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2023

A helping hand for the agents

Likeliness to Recommend

7 / 10

What differentiates Balto from other similar products?

Balto has superb AI and audio transcriptions that works with almost every kind of accent, real-time guidance is a very useful thing to have in your arsenal for any manager.

What is your favorite aspect of this product?

suddenly if the manager feels that the conversation is not going in the desired direction they can directly guide in real time so the agent can response

What do you dislike most about this product?

till now it supports only English and Espanol so in terms of multi-language support, it is quite limited.

What recommendations would you give to someone considering this product?

kindly add more language and make sure the AI works as good as English in all the other languages as well.

Pros

  • Helps Innovate
  • Effective Service
  • Inspires Innovation
  • Client Friendly Policies

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