Balto has launched a new integration for Salesforce, which surfaces helpful information to contact centre agents in real-time
To accommodate the needs of Salesforce users, Balto automatically runs when calls begin so agents do not need to manually turn the app on and off.
As the call goes on, Balto offers the next-best actions to agents in real-time, and once the agent uses a given prompt, the app checks it off the list.
Marc Bernstein, CEO of Balto, said that their customers have asked for this integration for quite a while, and now they can leverage the benefits of a single pane of glass within any Salesforce instance.
He also added: “In this new era where agent experience reigns supreme and where keeping agents happy more closely drives business outcomes than ever before, contact centers everywhere are trying to simplify the agent experience and help them focus on what’s most important: productive conversations with their customers that serve both the customer and the business.
“Balto’s single pane of glass integration is a major milestone toward our vision of building a hyper-intelligent agent desktop and reduces agent effort to engage with our technology to nearly zero.”
Previously, Balto was a standalone platform running in sync with Salesforce. Now, the app-free version reduces technical interference of IT teams and fosters agent productivity. Further, Balto is cloud-based and automatically runs new app updates.
To enhance the user experience in remote-working environments, Balto allows agents to use the app on Chromebooks and other low-powered machines.
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 CRM 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.”
Elsewhere, Balto released Balto Real-Time Index, a new tool that provides an industry overview of call trends and in-depth contact centre analysis.
Also, Balto launched an app-free version of its real-time guidance platform which integrates with major CCaaS systems like Genesys Cloud and NICE InContact.
