I like that Balto helped us scale QA because it allowed us to score more calls. I appreciate the great support team. They take feedback well. The initial setup was easy.

I really love the real-time speech analytics tool Balto offers. It provides real-time insights into conversations, ensuring we cover everything necessary on calls to achieve one-call resolution. Balto acts as a real-time procedural safety net for our agents with the playbooks we write, providing greater compliance oversight and control. My team has really appreciated the direct client support model; we meet weekly with the client support management team to discuss results and customize the tool to meet our needs. This close partnership allows us to identify opportunities, strengths, and weaknesses in the software, helping us customize and advance the tool. Additionally, Balto's ability to ensure consistency in the overall caller experience, regardless of which agent is taking the call, is invaluable. This compliance and procedural safety net helps us be comprehensive and consistent in our daily interactions.

Balto has been helpful for gaining insights, spotting trends, and coaching agents more effectively, which ultimately helps us improve our customer experience.