MightyCall-Balto AI Integration

What is Balto AI?

Balto.ai is AI software designed to assist sales and customer service teams during live calls. It listens to conversations and analyzes them as they happen, which allows it then to provide on-screen prompts, guidance, and suggestions for agents to improve communication, compliance, and overall performance.

By leveraging AI’s power of data analysis, Balto helps agents follow best practices, respond more effectively to customer inquiries, and close more deals. The platform also gives access to call reporting, which allows call center managers to make informed decisions and improve customer experiences on every call.

How does MightyCall work with Balto?

Playbook tracking

Upload your playbooks in Balto AI for each campaign so your reps have a clear plan to follow. As agents go through the checklist, Balto’s smart checklist ticks out the boxes letting them know what’s done and what is yet to be covered.

Dynamic guidance prompts

The real-time analysis of customer speech can detect things like expressing objections or concerns. Knowing all the specifics of the service that you provide thanks to the pre-uploaded materials, it shows agents proven highly-targeted suggestions that save calls while ensuring compliance with industry-specific regulations, helping agents withstand any issue with ease and move a call forward.

Performance reports

Every call center manager loves to see areas of improvement and not have to guess them. This is where Balto can also be helpful: the reporting overview filters help focus on a specific call campaign or agent. The performance report will show active agents, how well agents follow checklists, and their average handle time, call transcripts and percentage of wins.

Communication tips & sentiment analysis

Even an experienced agent can get nervous and start talking too much or too fast and this is another area where Balto can help: it reminds them to listen to the customer more or simply slow down a touch. Customers’ sentiment is also analyzed, identifying topics that cause any changes in sentiment and helping agents manage it.

Strategic coaching

The managers set triggers and are notified about a call that has these triggers. This allows them to connect only to calls in the critical moments and provide real-time agent support through a chat without putting callers on hold. Moreover, Balto identifies the spots where one agent struggles and another one succeeds and shares the best practices with the whole team to improve the win rates.

Automated after-call work

Instead of taking time after each call to write down notes about the call outcome, the Balto real-time Notetaker does everything for the agents so all they need to do is to click and send it directly to the CRM. This automated process eliminates the chances of inconsistencies and minimizes your agents’ downtime.

How to connect MightyCall to Balto

To make the connection work, it’s necessary to have an account both in MightyCall and Balto AI. This integration is possible through Webhooks and to activate them, you should follow these steps:

1. Contact your Balto Implementation Manager and tell them you want to integrate your account with MightyCall.
2. The Balto team will send your personal URL that will be necessary for the integration activation.
3. Open your MightyCall account, go to Integrations -> API -> Webhooks, where you’ll see a special field to enter the URL you got from Balto.

After completing these steps, when agents have both services–MightyCall and Balto–open, you’ll have access to all the live call guidance features and reporting at your Balto account.

At the beginning of a conversation, MightyCall notifies Balto by sending specific webhooks, which activate the Balto desktop application and allow both softwares to work together. Once the call ends, MightyCall sends a completion notification to Balto, and its work finishes.