Real-time guidance platform Balto has released the Balto Real-Time Index, a new tool that provides an industry overview of call trends and in-depth contact centre analysis.
The tool provides actionable insights based on over 140 million guided calls, focusing on trends such as the most common consumer objections or the least-utilised soft skill by agents.
Users can also sort and compare metrics across various industries, including healthcare, logistics, retail, and more.
Marc Bernstein, CEO of Balto, said: “The Balto Real-Time Index answers a question every contact center leader is asking: what are my industry peers doing? We’re applying data from more than 100 million conversations to develop best practices for sales and customer service teams across a number of verticals.
“Balto has a goldmine of conversation data that we’re opening up to the entire contact center industry. Within the next 12 months, we aim to be your go-to resource to see what’s working in your industry and what’s not.”
Balto created the tool to meet the need for contact centres to keep tabs on emerging customer trends and monitor customer journey pain points.
According to the company, Balto Real-Time Index also supports service teams to:
- Start building conversational flows to address objections quickly.
- Compare industry baselines and adjust accordingly.
Ben Lazar, CMO of Balto, said: “Managers and playbook makers now have a crystal ball into customer behavior on calls and can pivot in real-time based on trending data or operationalize unforeseen shifts.
“This is game-changing for organizations who are taking a proactive approach to customer movement.”
The tool is available for free to Balto’s customers and is updated on a quarterly basis.
Elsewhere, Balto made its enterprise conversation solutions available in the RingCentral App Gallery, aiming to expand its customer base.
