Balto

Overview

Balto is an AI-driven platform that provides real-time guidance for contact center agents. It offers context-sensitive prompts, automated quality scoring, and performance management tools, enhancing compliance and efficiency. The platform integrates with major CCaaS systems and supports multilingual guidance.

Features

Real-Time Agent Guidance

• AI listens to every conversation and offers context-sensitive prompts, rebuttals, and knowledge-base answers.
• Dynamic checklists update live as the call progresses.
• Multilingual guidance (English, Spanish, French) with additional languages in development.
• Automatic call summaries and CRM note insertion eliminate after-call work.

Automated Quality & Compliance

• Scores 100% of calls against customizable QA rubrics and sentiment criteria.
• Flags PCI, HIPAA, and other regulatory risks in real time; scrubs sensitive data such as SSNs.
• Centralized exception inbox streamlines review, cutting QA costs by up to 70%.

Coaching & Performance Management

• Detects coachable moments and assembles coaching packets for each agent.
• Real-time escalation alerts double supervisors’ span of control and shorten time-to-intervention.
• Tracks post-coaching performance to verify and document improvement.

Insights & Analytics

• Out-of-the-box dashboards reveal conversation trends with no manual setup.
• BaltoGPT enables natural-language querying across call transcripts, QA data, and performance metrics.
• Weekly executive email summaries highlight emerging issues and opportunities.

Integrations & Deployment

• Native integrations with Salesforce, RingCentral, Five9, NICE inContact, Genesys, Convoso, and other leading platforms.
• Embedded directly inside CCaaS interfaces—no screen switching required.
• Go live in weeks with fully customizable prompts, alerts, and workflows.

Use Cases

• Accelerate rollout of new product lines by updating live guidance checklists instead of retraining the entire agent workforce.
• Maintain service quality during seasonal hiring surges when the agent mix skews toward new employees.
• Prepare for external regulatory audits by exporting full compliance records and call scores on demand.
• Benchmark and govern performance across multiple outsourced BPO partners using uniform QA and coaching standards.
• Standardize customer experience across geographically dispersed contact center sites without adding supervisory headcount.

Pricing

For detailed pricing information, visit Balto.

Pairing Balto with 11x

11x is an AI digital workforce platform that automates B2B go-to-market and sales operations. Its AI agents, Julian and Alice, autonomously engage, qualify, and schedule meetings with leads using behavioral signals—without requiring engineering lift or manual outreach.

Balto and 11x can be used together to streamline sales and customer service processes. For instance, 11x can handle lead qualification and scheduling, while Balto provides real-time guidance and compliance checks during calls. This combination ensures that leads are efficiently managed and that agents receive the support they need during interactions.

Book a demo to see how 11x can identify your ideal buyers, engage decision-makers 24/7, and book meetings on autopilot.