Balto has announced an embeddable app-free version of its platform.
The app-free version integrates with major CCaaS systems and workflow solutions, including Genesys Cloud, NICE InContact, and Salesforce.
Formerly a standalone application, customers can now integrate Balto’s platform with no need for IT interference and streamline agent workflows for increased productivity.
Balto’s platform picks up the audio from conversations and guides agents in real-time by providing smart checklists and dynamic prompts.
Balto CEO Marc Bernstein said: “We are continually ahead of the market with improvements to the agent experience, removing technical barriers, and reducing time to value for our customers.”
“The new embeddable Balto is the perfect example of just that. We are now a part of the single access point for the critical tools that agents need to perform best at their jobs.”
The cloud-based platform activates when calls begin so agents do not need to manually start and stop the app. Further, agents can harness the same pane of glass as their existing CCaaS and UCaaS system, reducing desktop clutter.
Besides integrating with major CCaaS platforms, the embeddable app also works with every softphone system that provides an audio stream, within a single pane of glass. This enables remote agents using Chromebooks and other low-powered machines to navigate Balto’s platform seamlessly.
Organisations that cannot embed the new version still have access to the traditional Balto desktop platform.
Mike Goldstein, CTO, Balto, said: “Agents no longer have to open a separate application to get the benefits of real-time guidance on their calls.”
“Agents now have Balto within the most common systems they see every day so that using Balto is a part of their normal workflow. This means a simpler screen set up, fewer clicks, and getting suggestions from Balto automatically.”
This news follows the launch of Balto’s new analytics tool which the company released to help contact centres predict call trends.
