You asked for it and we did it!
MightyCall introduces the new integration with Balto AI. Now, MightyCall and Balto AI users can enjoy high-end telephony with a powerful AI copilot that automates call center supervision processes and gives access to advanced reporting and analytics.
The MightyCall-Balto integration supports agents in real time by tracking how well they follow the playbooks, giving them communications tips, providing customer sentiment analysis, and automating after-call note taking. Call center managers, in turn, can upload campaign playbooks, coach agents live on calls, and get detailed analytics of their call center’s performance.
About Balto
Balto AI is call center software designed to help, supervise, and analyze agents’ interaction with customers in real time. The application is triggered by webhooks right after the call starts showing the pre-uploaded playbook that checks off what the agent has said and guides them through the conversation.
Balto AI for agents
Dynamic tips and prompts
During setup, call center managers upload the relevant knowledge base needed for handling customer interactions. Balto then analyzes this content and provides agents with the correct responses to customer questions based on the pre-loaded information.
Communication tips
Anyone can get nervous and start mumbling during a call. If an agent speaks too quickly or misses key points, Balto offers real-time suggestions to help them adjust their communication and prevent the call from going south.
Sentiment analysis
Balto AI’s sentiment analysis detects customer emotions in real time, labeling conversations as positive, neutral, or negative, which helps agents instantly adjust their responses, improving engagement and resolving issues before they escalate.
Supervisor support
Supervisors can listen in on live calls if an agent is struggling. When they have a solution, they can instantly send a message through the chat to guide the agent in real time without interrupting the conversation
Real-time notetaker
Now agents don’t have to spend time on after-call activities as they have been significantly simplified with AI-generated call summaries. These summaries focus on key conversation highlights and call outcomes, leaving the most up-to-date details on the customer or prospect.
Balto AI for managers
Playbook designer
The Balto Playbook Designer allows managers to quickly create and update scripts, which allows agents to have the best strategies for any case scenarios. This feature helps managers maintain consistency and ensure agents have a plan to follow at their fingertips.
Real-time coaching
Managers can set up alerts for key moments and coach through live chat when needed. This allows them to focus on high-stakes interactions, provide immediate guidance, correct mistakes in real time, and reinforce positive behaviors. There’s often not enough time to monitor every call, and this is a more strategic and efficient approach to coaching.
Reporting and quality assurance scores
Balto’s real-time Quality Assurance feature automatically scores 100% of calls, providing instant insights into agents’ performance. Providing scoring on such parts as Opening, Compliance, Customer service, Resolution, Closing and recap, managers can quickly identify issues and do targeted coaching for every agent.
What does MightyCall offer?
MightyCall is award-winning, constantly upgraded call center software that has tailored its solution to SMBs’ needs, giving them access to such features as:
- Auto dialer for outbound campaigns. Choose the most appropriate mode to automate your outreach: Preview, Progressive, or Predictive.
- Do Not Call list scrubbing: rest assured your call center complies with the DNC registry.
- Customizable call flows: the ultimate call routing tool with 9 routing options that direct callers to the right employee or department.
- Live call monitoring, including 4 methods: call listening, call barging, call whispering, and call intercepting.
- Call recording: Record calls for training, quality assurance, and fact-checking.
- CRM integrations: Connect with CRM systems like HubSpot and Salesforce for cohesive data management.
- Shared communication history: see all the previous agent interactions with the customers in one place.
- Variety of types of phone numbers: toll-free, vanity, and international numbers, depending on your business goals.
- Call Analytics & Reporting: while Balto provides content-related insights, MightyCall’s reports give you call-related details, including call start time, direction, result, contact, call owner, business number, recording, note, total duration, call ID, call end time, workgroup, trace ID, and other campaign and disposition reporting details.
Ready to witness the power of MightyCall and Balto in action?
It’s possible if you have registered accounts in both MightyCall and Balto. In MightyCall, the Balto-MightyCall integration is available on all plans.
Once you have both accounts ready, follow the instructions on our support page to connect them. The integration is easy to set up and start using. If you have any other questions, please contact us at +1 (888) 256-8312 ext.2 or support@mightycall.com
