Balto

Balto is an AI-powered platform for contact centers that provides real-time guidance and support to agents during customer interactions. It aims to enhance agent efficiency, improve customer satisfaction, and ensure high-quality communication standards.

Key features:
- Real-Time Guidance: Suggests appropriate responses and phrases to agents during live customer calls
- Quality Assurance: Enables scoring of 100% of calls in real-time, identifying areas for improvement
- Automated Task Management: Streamlines routine tasks like note-taking and call scoring
- Customizable Interface: Allows agents to personalize their workspace with custom prompts and checklists
- Gamification Elements: Incorporates challenges, leaderboards, and badges to motivate agents
- Integration Capabilities: Compatible with over 60 softphones and major CCaaS and UCaaS systems

How it works:
1. Agents access Balto through a desktop application
2. Managers use a web app to oversee operations
3. AI analyzes live call data in real-time
4. The system provides instant suggestions and guidance to agents
5. Continuous learning improves recommendations over time

Integrations:
- Compatible with major Contact Center as a Service (CCaaS) platforms
- Integrates with Unified Communications as a Service (UCaaS) systems
- Works with over 60 softphone solutions

Use of AI:
- Analyzes live call data to provide contextual suggestions
- Generates appropriate responses based on customer communication
- Continuously learns from interactions to improve recommendations

AI foundation model:
- Utilizes generative AI trained on extensive call interaction datasets

Target users:
- Contact center agents
- Contact center managers
- Organizations seeking to improve customer service and sales performance

How to access:
- Available as a web application for managers
- Desktop application for agents
- Integrates with existing contact center software