New zero-footprint integration puts leading real-time guidance platform directly into Salesforce for simplified app management and improved agent productivity.
ST. LOUIS, Sept. 9, 2022 /PRNewswire/ -- Balto, the leader in uniting contact center agents with AI for better conversations, is pleased to announce the launch of its next-gen integration: an embeddable "single pane of glass" Balto experience for Salesforce. The new app-free version of Balto creates seamless, hands-off integration — minimizing technical interference for IT teams and streamlining agent workflows for higher productivity and efficiency.
Contact centers everywhere are trying to simplify the agent experience and help them focus on what's most important...
"Every contact center leader is well aware that agents struggle to manage too many systems across too many screens with too little screen real estate. In this new era where agent experience reigns supreme and where keeping agents happy more closely drives business outcomes than ever before, contact centers everywhere are trying to simplify the agent experience and help them focus on what's most important: productive conversations with their customers that serve both the customer and the business," said Marc Bernstein, Balto CEO. "Balto's single pane of glass integration is a major milestone toward our vision of building a hyper-intelligent agent desktop and reduces agent effort to engage with our technology to nearly zero."
Real-Time Guidance right where you need it, in a single pane of glass within the world's most popular CRM, Salesforce.
Today, most contact centers have multiple agent productivity applications running concurrently. In fact, according to a recent ICMI survey, 80% of agents report using four or more applications for customer interactions, with 21% using 10 to 15.1 This creates visual clutter for agents, slows workflows, induces stress, and clogs up limited desktop computer resources, a bane for IT teams.
Since 2017, Balto has been a standalone application that runs alongside Salesforce. Now, Balto can be directly embedded into the CRM — no separate desktop application required. Balto automatically runs when calls begin, so there's no more manually starting and stopping the process. And agents don't have to adjust the windows on their screen. It's in the same pane as their Salesforce CRM instance.
"Agents no longer have to open a separate application to get the benefits of real-time guidance on their calls," said Mike Goldstein, Balto CTO. "Agents now have Balto within the CRM they see every day so that using Balto is a part of their normal workflow. This means a simpler screen set up, fewer clicks, and getting suggestions from Balto automatically."
In addition, because the embedded version is cloud-based, IT teams never have to push application updates. The new Balto is always up to date, reducing security risks for organizations.
"It's always going to be there to save you," said one agent at a leading national health insurance company. "If you're in a situation where your manager or supervisors are not available and you're lost as to what to say, you have Balto there 24/7."
How embeddable Real-Time Guidance works
Balto's new embeddable version can be dropped into any instance of Salesforce. This also enables Balto availability on Chromebooks and other low-powered machines often prescribed to agents in remote environments.
Organizations that cannot embed the new version will still have access to the traditional Balto desktop experience and seamless integrations.
About Balto
Balto unites agents with AI to enable better conversations that deliver results. Top-performing contact centers trust Balto's real-time guidance enterprise solution to prevent missed sales opportunities, costly compliance mistakes, and negative customer experiences. Today, Balto has guided over 150 million calls, provided over 185 million real-time recommendations, and driven millions in increased revenue. Balto.ai
1. ICMI & NICE (2022, July) Survey: State of the Agent Experience and Engagement. The Post-Pandemic Agent Experience: What's Changed and What Needs to Change?Best-in-class AI provides ready-to-use sales and CX insights for CCaaS customers
ST. LOUIS, May 17, 2022 /PRNewswire/ -- Balto, the #1 real-time guidance platform for contact centers, announces Industry Intelligence Playbooks, giving customers immediate access to proven conversation best practices that drive conversions, shorten time to value, and rapidly bring conversation excellence to scale.
Compiled from deep data analysis of Balto's industry-leading 125M+ guided calls from more than 15 industries, the new playbooks address two common contact center challenges: creating talk tracks and knowing if they are any good.
With the Industry Intelligence Playbooks, customers now spend less time creating talk tracks and more time on the phones having the best conversations humanly possible. The playbooks provide a proven, data-backed framework from which managers and agents can customize and test new talk tracks, and they serve as a gut-check on whether current ones are following industry best practices.
What's more, Balto's Industry Intelligence Playbooks harness the power of collaborative intelligence to continuously improve, with new insights instantly dispatched to customers through the platform. As agents use the playbooks and iterate, they create a data feedback loop which in turn optimizes the playbooks even more to ensure the best possible outcomes for sales and service. In other words, the collaborative intelligence and insights of the entire call center are scaled to all agents and applied instantaneously.
"It's industry protection insurance," said Marc Bernstein, founder and CEO of Balto. "Customers know they are getting cutting-edge insights about what's working on calls in their space. And for new Balto customers without talk tracks or those looking to start from scratch, the playbooks provide a jumping off point, rapidly shrinking implementation time down to a day."
The Industry Intelligence Playbooks cover essential talking points and objections for sales calls, customer experience interactions, collections, and appointment-setting conversations.
"We not only provide real-time guidance on calls for our customers, we leverage the data from all the calls we've guided to provide customers with best practices for having perfect conversations," said Mike Goldstein, VP of Engineering at Balto. "No one else is doing that. Our Industry Intelligence Playbooks contain key insights for each industry and use case that only Balto can provide."
Collaborative intelligence is real-time. Lazy AI is post-call.
The Industry Intelligence Playbooks are the latest innovation from Balto capitalizing on the aggregate data of the company's industry-leading number of calls guided in real time — over 125 million — and its superior AI technology.
Recently, Balto also released its next generation of intent-based language processing, making the company's existing real-time guidance platform AI even smarter. Balto's proprietary AI library and Smart Checklist recognize the true intention of the speaker and allow agents to speak naturally while hitting talking marks. Its AI transcription models rival or surpass conversations captured by AI heavyweights like Google and Amazon.
With Balto, scaling best practices is immediate and as easy as the press of a button. This contrasts with post-call AI, which surfaces insights after a call has ended. The process of incorporating post-call analytics back into a talk track can be lengthy and require hours of work. With Industry Intelligence Playbooks, insights are scaled and applied instantaneously.
The Industry Intelligence Playbooks are available now for free for new and existing customers via the Balto Cloud application.
About Balto
Balto guides agents to say the right thing on every call. Top-performing contact centers trust Balto's AI-powered Real-Time Guidance, Real-Time Coaching, and Real-Time QA to increase sales conversions, prevent costly compliance mistakes, and improve customer experience. Founded in 2017 and based in St. Louis, Missouri, Balto has transformed contact center operations and guided over 125+ million conversations worldwide. Balto.ai
SOURCE Balto