Balto Reviews & Product Details

From the agent perspective, Balto is always present in the background, always waiting to provide assistance and support. It is actively listening for opportunities to coach better performance. It is seamless in the way it surfaces suggestions for the agent to work into their conversations with clients. Review collected by and hosted on G2.com.

Setup can be tedious, but worth the effort. Review collected by and hosted on G2.com.

I find Balto to be incredibly effective, making my work easy and efficient. The dynamic prompts are truly outstanding; they listen and provide follow-up questions that assist in digging deeper into client needs. This functionality simplifies my workflow by breaking down tasks to understand client requirements better and ensures efficient conversation management. Additionally, the ease of setup was surprising to me—it was straightforward and not difficult at all, which I absolutely love. I also appreciate how Balto integrates seamlessly with Regal, making it efficient for my specific needs in a call app context. Overall, Balto enhances productivity by making work less stressful and more streamlined. Review collected by and hosted on G2.com.

I find it frustrating when the dynamic prompt sometimes disappears when I need it most. Additionally, the prompt occasionally repeats questions that have already been asked and answered, which can be contradictory. There's also a problem with losing all the data if the connection is lost, which can be quite frustrating. Review collected by and hosted on G2.com.

Balto is very user friendly. This software is really simple to learn and use. Balto provides increase confidence in its users, let's not forget to add Balto is very time saving & consistent. This software thrives on delivering high quality experience to customers. One thing I truly admire about Balto is its immediate support & guidance. Also, how Balto helps to reduce compliance violations. Review collected by and hosted on G2.com.

One thing I dislike about Balto. After an hour of providing customer service via phone. This software will no longer provide a summary of your call. Review collected by and hosted on G2.com.

Balto's AI to detect what is being said in the call and the ability to prompt the agent on the phone with the right things to say in every scenario.

I like the scenarios and how a word or set of words would trigger them, making the conversation be perceived as very natural and nice, instead of forcing agents to follow a script word by word.

It is great to manage rebuttals from customers, instead of agents or sales reps to figure out how to manage certain situations, Balto will do it for them.

I also like that the changes to the Playbooks, Deck Items or anything can be deployed immediately, I believe this feature is excellent. Review collected by and hosted on G2.com.

The reporting has some areas of opportunity, current reporting is helpful but there is more that could be said about the calls that would help customers achieve their goals.

I wish I could export a report of a call transcript on demand.

I think it is missing a Quality Analysis module so that Quality Analysts from Call Centers could use it as their default tool to measure the quality of the calls and provide feedback to agents. Review collected by and hosted on G2.com.

I enjoy that Balto has the live transcript that allows you to follow along when listening or not to a call and the action slide that allows you to activate to stop the transcript following to follow on your own. Review collected by and hosted on G2.com.

The only thing that I dislike about Balto is when you're currently on a page for so long without it being in use that sometimes the calls are void or not present to listen to and you have to refresh your page every now and then when it does that. But other than that the Balto site is easy to navigate. Review collected by and hosted on G2.com.

Balto is a great call assistant for our support analysts. It provides reminders of critical call script items and helps guide the analysts through effective call handling. The best benefits start after the call. Analysts are provided customizable call summary information that can be used to fill out tickets, all calls are QA scored, and supervisors are provided AI powered search and analysis features. Balto has been extremely helpful with implementation and recommendations for effective usage. Review collected by and hosted on G2.com.

We have a complicated service provider environment. Some tasks can be tedious where a change or report needs to be run 30+ times manually. Overall, this does not apply to day-to-day operations just changes. Review collected by and hosted on G2.com.

Transcription and live time monitoring. This keeps agents on script Review collected by and hosted on G2.com.

Despite it being very intuitive, agents would still veer off script. Review collected by and hosted on G2.com.

Like that it helps me do my jobs correctly. Review collected by and hosted on G2.com.

Misses stuff I say and could be a little faster. Review collected by and hosted on G2.com.

Balto as a tool is helpful to ensure user are hitting all topics and covering necessary items with accuracy. Review collected by and hosted on G2.com.

Balto does not understand casual conversation. Review collected by and hosted on G2.com.

The user interface is nice and clean, very responsive . Review collected by and hosted on G2.com.

Sometimes it doesn’t register what your saying but that doesn’t happen often Review collected by and hosted on G2.com.