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Balto
Balto
(571)
4.8 out of 5
Balto
By Balto
Get a quote
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Genesys Cloud CX
Genesys Cloud CX
(1,520)
4.4 out of 5
Genesys Cloud CX
By Genesys
Get a quote
Optimized for quick response
At a Glance
Balto
Balto
Star Rating
(571)4.8 out of 5
Market Segments
Mid-Market (49.6% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Balto
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,520)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
AI Generated Summary
AI-generated. Powered by real user reviews.
  • G2 reviewers report that Genesys Cloud CX excels in providing a comprehensive platform that integrates multiple communication channels, such as voice, chat, email, and messaging. Users appreciate how this integration simplifies workflows for agents, making it easier to manage customer interactions in one place.
  • Users say Balto stands out for its speed and effectiveness in real-time coaching. The talking prompts are particularly praised for helping agents handle unexpected objections, with some users noting the value of Spanish prompts that have directly contributed to closing deals.
  • Reviewers mention that Genesys Cloud CX offers robust analytics and customizable dashboards, which are highly beneficial for contact center environments. This feature allows teams to track performance metrics effectively, enhancing overall operational efficiency.
  • According to verified reviews, Balto's seamless background support is a significant advantage, as it actively listens and provides coaching suggestions without interrupting the flow of conversation. This feature is seen as a game-changer for improving agent performance on the fly.
  • G2 reviewers highlight that while Genesys Cloud CX has a slightly lower satisfaction rating, it still provides a solid user experience with a focus on ease of use and setup. However, some users have noted that it may require more configuration to meet specific workflow needs compared to Balto.
  • Users report that Balto's customizable Notetaker feature is fantastic for client-facing communication, enhancing efficiency and ensuring compliance. This level of customization is particularly appreciated by agents who need to pull together essential information quickly during calls.
Pricing
Entry-Level Pricing
Balto
No pricing available
Genesys Cloud CX
No pricing available
Free Trial
Balto
No trial information available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
9.5
409
8.6
1,054
Ease of Use
9.6
412
8.9
1,088
Ease of Setup
9.6
221
8.4
648
Ease of Admin
9.5
119
8.4
598
Quality of Support
9.6
397
8.2
1,010
Has the product been a good partner in doing business?
9.8
121
8.5
591
Product Direction (% positive)
9.8
375
8.7
957
Features by Category
Conversational MarketingHide 21 FeaturesShow 21 Features
Not enough data
9.1
30
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Auto DialerHide 14 FeaturesShow 14 Features
Not enough data
8.9
195
Dialing Options
Not enough data
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
124
Not enough data
8.6
137
Not enough data
9.2
161
Automation
Not enough data
8.6
121
Not enough data
9.2
146
Not enough data
8.7
108
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Conversation IntelligenceHide 15 FeaturesShow 15 Features
9.4
245
Not enough data
Call Analytics
9.4
204
Not enough data
9.4
208
Not enough data
9.4
219
Not enough data
Feature Not Available
Not enough data
Artificial Intelligence - Conversation Intelligence
Feature Not Available
Not enough data
9.3
200
Not enough data
Not enough data
Not enough data
Generative AI
9.4
134
Not enough data
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
9.5
173
8.2
193
Quality Assurance
9.6
165
8.8
159
9.5
162
8.6
149
9.5
159
7.8
160
Engagement
9.6
167
8.5
139
9.6
163
8.2
159
9.5
165
8.2
148
Performance
9.5
163
8.5
154
9.7
165
8.9
152
Generative AI
9.4
128
7.1
33
9.4
128
7.5
33
Contact CenterHide 23 FeaturesShow 23 Features
Not enough data
8.3
508
Channels
Not enough data
9.1
348
|
Verified
Not enough data
8.2
204
Not enough data
8.6
237
|
Verified
Not enough data
8.3
204
|
Verified
Not enough data
8.3
236
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
393
|
Verified
Not enough data
8.8
401
|
Verified
Not enough data
8.8
339
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
314
|
Verified
Not enough data
8.8
302
|
Verified
Not enough data
8.6
244
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Administrative
Not enough data
8.3
356
|
Verified
Not enough data
8.8
397
|
Verified
Not enough data
7.5
433
|
Verified
Not enough data
8.8
286
|
Verified
Not enough data
8.4
260
Natural Language Generation (NLG)Hide 11 FeaturesShow 11 Features
Not enough data
Not enough data
Data Ingestion
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Presentation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
System
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
AI Agents For Business OperationsHide 17 FeaturesShow 17 Features
Not enough data
8.7
45
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
ChatbotsHide 14 FeaturesShow 14 Features
Not enough data
8.7
72
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Contact Center WorkforceHide 10 FeaturesShow 10 Features
Not enough data
8.4
199
Workforce Management
Not enough data
8.7
172
Not enough data
8.6
162
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Administration
Not enough data
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
144
Not enough data
8.5
153
Co-BrowsingHide 5 FeaturesShow 5 Features
Not enough data
9.2
27
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Proactive NotificationHide 8 FeaturesShow 8 Features
Not enough data
9.0
48
Messaging Channels
Not enough data
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Administration
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Call Center Infrastructure (CCI)Hide 16 FeaturesShow 16 Features
Not enough data
8.1
185
Platform
Not enough data
8.7
150
Not enough data
7.8
132
Not enough data
8.8
166
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
154
Not enough data
8.8
151
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
160
Not enough data
8.2
163
Customer Service AutomationHide 9 FeaturesShow 9 Features
Not enough data
8.8
44
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Live ChatHide 14 FeaturesShow 14 Features
Not enough data
8.3
245
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Communication
Not enough data
8.6
175
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
132
Not enough data
8.5
145
Not enough data
8.4
98
Internal Use
Not enough data
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
146
|
Verified
Not enough data
8.3
140
|
Verified
Not enough data
8.4
138
|
Verified
Social Customer ServiceHide 14 FeaturesShow 14 Features
Not enough data
8.7
46
Generative AI
Not enough data
6.9
13
Not enough data
7.2
13
Process
Not enough data
8.3
28
Not enough data
9.0
31
Not enough data
8.7
29
Channels
Not enough data
9.1
32
Not enough data
8.9
33
Not enough data
8.7
34
Not enough data
9.7
36
Not enough data
9.1
33
Insight
Not enough data
9.3
30
Not enough data
9.0
36
Not enough data
8.9
33
Not enough data
9.4
31
Speech AnalyticsHide 1 FeatureShow 1 Feature
Not enough data
7.5
28
Generative AI
Not enough data
7.5
27
VoIP ProvidersHide 22 FeaturesShow 22 Features
Not enough data
8.3
68
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
65
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
AI Voice AssistantsHide 6 FeaturesShow 6 Features
Not enough data
8.7
10
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Genesys AppFoundry MarketplaceHide 6 FeaturesShow 6 Features
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Outbound Call TrackingHide 16 FeaturesShow 16 Features
Not enough data
8.3
67
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
6.2
10
Calling
Not enough data
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Sales CoachingHide 16 FeaturesShow 16 Features
9.4
171
Not enough data
Agentic AI - Sales Coaching
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Training
9.4
156
Not enough data
9.5
152
Not enough data
9.3
145
Not enough data
Feature Not Available
Not enough data
Feedback
9.5
143
Not enough data
9.4
153
Not enough data
9.4
146
Not enough data
9.3
148
Not enough data
9.3
150
Not enough data
9.4
151
Not enough data
9.3
147
Not enough data
Generative AI
9.4
83
Not enough data
UCaaS PlatformsHide 13 FeaturesShow 13 Features
Not enough data
8.7
67
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Features
Not enough data
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
AI Customer Support AgentsHide 16 FeaturesShow 16 Features
Not enough data
7.4
36
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
8.1
23
Automation
Not enough data
8.4
23
Not enough data
8.3
20
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
AI AgentsHide 7 FeaturesShow 7 Features
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Balto
Balto
Genesys Cloud CX
Genesys Cloud CX
Unique Categories
Balto
Genesys Cloud CX
Reviews
Reviewers' Company Size
Balto
Balto
Small-Business(50 or fewer emp.)
23.7%
Mid-Market(51-1000 emp.)
49.6%
Enterprise(> 1000 emp.)
26.7%
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
13.9%
Mid-Market(51-1000 emp.)
46.3%
Enterprise(> 1000 emp.)
39.8%
Reviewers' Industry
Balto
Balto
Insurance
50.8%
Consumer Services
9.3%
Financial Services
5.2%
Telecommunications
4.1%
Hospital & Health Care
3.5%
Other
27.0%
Genesys Cloud CX
Genesys Cloud CX
Information Technology and Services
10.9%
Financial Services
10.2%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
4.7%
Other
63.5%
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Balto
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Discussions
Balto
Balto Discussions
Has there been any thought of Balto in a higher-education context ?
2 Comments
Marc B.
MB
Hi Adonis! Great idea. We've actually looked into using Balto for alumni relations teams to help universities fundraise and keep their alumni engaged. I...Read more
Can we make it capture keywords faster so it can keep up with our screen pops?
2 Comments
LT
Absolutely. Read more
No questions.
1 Comment
Donnie O.
DO
Great applicationRead more
See all discussions
Genesys Cloud CX
Genesys Cloud CX Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
Aarde C.
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
See all discussions
Ask Balto a QuestionContact Balto
Ask Genesys Cloud CX a QuestionContact Genesys Cloud CX

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Balto
Balto
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Genesys Cloud CX
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