Balto Software Reviews

Pros

When used in the right context, I think this software proves to be extremely valuable for agents.

Cons

Our agents' conversations are often quite nuanced and while the AI is helpful, it struggles to adapt to more complex or situational conversations, which can limit its effectiveness in certain scenarios.

Pros

I really appreciate the feature where the script highlights itself, letting me know exactly what I've completed. It's a simple but effective way to keep track of progress during calls.

Cons

There are times when the system doesn't work properly or fails to connect to my calls, which can be frustrating and disrupt workflow.

Pros

The efficiency and ease of use of this product are truly standout features for me. It makes the entire process smoother and more streamlined, allowing agents to focus on the conversation instead of juggling multiple tasks.

Cons

The deployment process was a bit of a challenge, as we had to manually go through each computer one by one to set everything up, which was time-consuming.

Pros

Balto has been an invaluable tool from a coaching perspective. It gives our agents real time rebuttals based on customer responses, making it easy to stay on track and respond effectively to customer objections.

Cons

Some of the reporting could be more easily laid out. While the data is useful, the way it was presented to us could be improved to make it easier to digest and act upon.

Pros

This feature is particularly beneficial for newly hired employees. It helps them feel confident on the phone right from the start by guiding them through key compliance points and other critical elements of the conversation. It's made them much more successful from day one.

Cons

Initially, we were hoping for more detailed data to drill down deeper but with a recent update, it's much improved and now much clearer to share with employees. The changes have made a big difference in terms of usability.

Pros

Balto serves as a constant reminder of the key points missing in your sales presentation. It listens to the conversation and, if you've covered everything, it gives you a little nudge to reinforce that you're doing your job right. If you miss something, it highlights what was skipped in the script, allowing you to go back and cover the missed points. I love this feature�it has definitely improved my QA scores.

Cons

The software tends to pop up on the screen where you last placed it, which can be a bit of an issue if you're working with only one monitor. I personally have four screens, so I just put it on the one I use the least. That way, it's always there if I need to quickly check something.

Pros

It has been crucial in helping our newest hire get up to speed quickly and effectively, ensuring they're on the right track from the very beginning.

Cons

I'm still on the lookout for the right CRM platform to sync with this tool. It's been an ongoing search, but I'm hopeful we'll find the right integration soon.

Pros

Balto made it incredibly easy for us to take someone from being a fresh hire to a revenue-generating employee in a short amount of time. The support it provides has significantly shortened the ramp-up period.

Cons

So far, I haven't encountered any major issues. We are still awaiting a few key features, but the good news is that they're actively being developed, so I'm optimistic about future improvements.

Pros

The real-time coaching and feedback that Balto provides are absolutely critical. Unlike other providers that offer post-call analytics (which, frankly, don't do much good after the fact), Balto helps us address issues as they arise, while the agent is still on the phone with the customer. This gives us the chance to make real-time corrections, ensuring compliance and increasing conversion rates before the call ends.

Cons

One downside to the technology is that it's not yet fully synced with our CRM, which makes reporting integration a bit more challenging. For example our QA team struggles to pinpoint which phone number was used during the conversation, so we have to compile multiple reports to get the necessary data for coaching, which adds a layer of complexity.