Balto enhances the agent experience in the contact center with a new suite of features

Balto, the leader in uniting contact center agents with AI for better conversations, is thrilled to announce the release of a suite of features for its market-leading real-time agent guidance platform. improving the agent experience in the contact center.

The new features reinforce Balto’s commitment to empowering agents to confidently navigate every phone conversation, creating a happier, more engaged contact center workforce – a philosophy that translates into happier customers. , increased revenue and higher employee satisfaction, according to research by Glassdoor.

The robust feature set slated for release in October will include:

Content from agents

The best agents know what works best to drive call results. Agent-sourced content helps top agents succeed by providing greater flexibility in the content they see. Selected agents can add their voice to the playbook, test new checklist items, and repeat or reduce prompts. This allows senior agents to contribute best practices that will benefit new agents, so they can progress faster and more efficiently.


Gamification pushes agents to want to accomplish themselves thanks to the spirit of competition. Challenges, leaderboards, and badges increase agent engagement and make their jobs more satisfying, while providing a framework for management recognition with monetary rewards.


Agents can configure Balto with their own spin. Themes, custom winning animations, and accessibility options provide new ways for agents to delight in their Balto experience. Allowing agents to personalize their workspace will result in improved agent productivity and overall job satisfaction.

“Balto champions a fun, flexible, and engaging agent experience that creates fun times and rewards wins, big or small.” said Chris Kontes, COO and co-founder of Balto. “These additional capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction and reduce average handle times, while retaining agents who will be more satisfied with their jobs. Because if your agents are satisfied, your customers are too.

Agent empowerment goes beyond agent support

This month, Balto became the first conversational AI technology platform to exceed 150 million real-time guided calls. A major contributor to this exponential growth has been the market’s endorsement of real-time wayfinding as more than a tool to simply “help” live agents on calls for true agent empowerment.

“Agent assistant tools really put the onus on the agent to know what to do with the information presented and are more of an enforcement tool. This is the last place we want to be,” Kontes continues. “Instead, we focus on giving agents the confidence to improve their conversations by providing them with the support they need in the moment, which makes them better and happier at their jobs.”

One of these new agent empowerment features is the ability for top performing agents to source their own content, providing greater flexibility in the content they see. Earlier this year, Balto conducted a survey of more than 500 agents across all industries and found that two out of three want to change their script, especially the incumbent agents who are most familiar with discussion leads. From them, they developed their own personalized approach. Getting their content input invests them in the scriptwriting process and its outcomes. On the manager side, it helps them continuously iterate on playbooks with little to no interaction and allows them to tap into an untapped well of knowledge – their agents – to improve call results.

In addition to agent-delivered content, new customization and gamification features keep agents excited and engaged. In fact, according to a recent TalemLMS survey, surveyed employees said gamification makes employees more productive (89%) and happier at work (88%). “When the agent experience improves, the customer experience inevitably follows. And our customers see the results,” Kontes adds.

The recent release follows several other major agent-focused announcements in 2022 so far. First, Balto launched Real-Time Guidance in Spanish for Spanish-speaking agents and customers. Balto is also now embeddable into Genesys, NICE in Contact, Salesforce, and other major softphone and CMS platforms for a “one-screen” experience that streamlines agent workflows.

The new agent experience features will roll out in October after an extensive pilot program.

About Balto

Balto unites agents with AI to enable better conversations that get results. Top-performing contact centers rely on Balto’s real-time guidance enterprise solution to avoid missed sales opportunities, costly compliance errors and negative customer experiences. Today, Balto has guided over 150 million calls, provided over 185 million real-time recommendations, and generated millions in additional revenue.