#contactcenterworld

St.Louis, MO, USA, Aug. 11, 2022 -- Balto, a provider in uniting contact center agents with AI for better conversations, is pleased to announce the launch of its next-gen integration: an embeddable "single pane of glass" Balto experience for Genesys Cloud, NICE in Contact, Salesforce, and other CCaaS softphone systems and workflow solutions. 

"We are continually ahead of the market with improvements to the agent experience, removing technical barriers, and reducing time to value for our customers," said Balto CEO Marc Bernstein. "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."

Today, most contact centers have multiple agent productivity applications running concurrently. In fact, according to a recent ICMI survey, 80% of agents report using four or more applications for customer interactions, with 21% using 10 to 15. This creates visual clutter for agents, slows workflows, induces stress, and clogs up limited desktop computer resources, a bane for IT teams.

Traditionally, Balto was a standalone application. Now, Balto can be directly embedded into an organization's existing CCaaS, UCaaS, and workflow web-based applications, such as a CRM — no separate desktop application required.

"Agents no longer have to open a separate application to get the benefits of real-time guidance on their calls," said Mike Goldstein, Balto CTO. "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."

"It's always going to be there to save you," said one agent at a leading national health insurance company. "If you're in a situation where your manager or supervisors are not available and you're lost as to what to say, you have Balto there 24/7."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Friday, August 12, 2022