Luis M.
LM
Luis M.
Head of Operations
Mid-Market (51-1000 emp.)
"Excellent tool for Sales, Collections and Customer Service"
4.5/5
What do you like best about Balto?

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.

What do you dislike about Balto?

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.

Response from Delilah Twersky of Balto
Edit edit

Hi Luis,

Thank you so much for your in depth review! We really appreciate you taking the time. We have a quality feature available that we think could really benefit your team's needs. Reach out to your CSM to learn more if you're interested!

Garrett G.
GG
Garrett G.
"Scaled Our QA with Ease, But UI Could Improve"
4/5
What do you like best about Balto?

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. Review collected by and hosted on G2.com.

What do you dislike about Balto?

UI Review collected by and hosted on G2.com.

Chevon B.
CB
Chevon B.
Level 2 Auditor - Quality Assurance
Mid-Market (51-1000 emp.)
"Balto Review for gift card drawing."
4/5
What do you like best about Balto?

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.

What do you dislike about Balto?

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.

Donald .
D
Donald .
"Fast, Effective, and Bilingual Prompting"
5/5
What do you like best about Balto?

I love how fast Balto is. The talking prompts are really good for objections I'm not used to hearing, and I find the Spanish prompts especially valuable because I've converted deals in Spanish thanks to them. The initial setup was easy. Review collected by and hosted on G2.com.

What do you dislike about Balto?

Sometimes clicking the prompts lags Review collected by and hosted on G2.com.

Verified User in Construction
IC
Verified User in Construction
Small-Business (50 or fewer emp.)
"Helpful AI Assistance, but Can Feel Scripted and Less Human"
2.5/5
What do you like best about Balto?

Balto uses AI assistance to help communicate with customers at a high level of performance. Review collected by and hosted on G2.com.

What do you dislike about Balto?

At times, it comes across as scripted and not very human. Review collected by and hosted on G2.com.

Response from Delilah Twersky of Balto
Edit edit

Thank you for taking the time to share your experience with Balto.

On the scripting feedback: we want to clarify how Balto works under the hood. Balto doesn't author or control the scripts themselves. Our platform surfaces real-time guidance based on the playbooks, talk tracks, and best practices that each customer's leadership team configures. The content of those scripts is fully owned and managed by your organization's enablement and management teams, and Balto's role is to deliver that guidance contextually during live conversations.

If the current scripting feels off, that's almost always a signal that the underlying playbook needs a refresh — and that's a conversation worth having with your manager and our CS team. We'd love to help facilitate that. Feel free to reach out to your CSM so we can walk through how to optimize the playbook for your team's workflow.

Thanks again for the feedback! This is exactly the kind of input that helps us improve the experience for everyone.

Juan G.
JG
Juan G.
CSR
Small-Business (50 or fewer emp.)
"Efficient Tool for Quick Information Access"
5/5
What do you like best about Balto?

Efficient for getting information when you are in a call or helping someone Review collected by and hosted on G2.com.

What do you dislike about Balto?

I think there is no downside on using balto Review collected by and hosted on G2.com.

Verified User in Information Technology and Services
AI
Verified User in Information Technology and Services
Enterprise (> 1000 emp.)
"Balto makes call reviews a breeze."
5/5
What do you like best about Balto?

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.

What do you dislike about Balto?

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.

Chris K.
CK
Chris K.
Retention Manager
Small-Business (50 or fewer emp.)
"Balto Rules"
5/5
What do you like best about Balto?

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

What do you dislike about Balto?

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

Verified User in Telecommunications
UT
Verified User in Telecommunications
Small-Business (50 or fewer emp.)
"I love balto!!"
4.5/5
What do you like best about Balto?

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

What do you dislike about Balto?

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

JD
Jennifer D.
broker
Enterprise (> 1000 emp.)
"Script Runner"
5/5
What do you like best about Balto?

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.

What do you dislike about Balto?

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