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News : Balto First to Introduce Real-Time Guidance in Spanish for the Contact Center

#contactcenterworld, @baltosoftware

St. Louis, MO, USA, July, 2022 -- Balto, a real-time guidance platform for contact centers, announced that its flagship product, Real-Time Guidance, is now available in Spanish.

Balto's mission is to power a new era of knowledge work in the contact center, where the modern worker collaborates with artificial intelligence to make informed, real-time decisions," said Balto COO Chris Kontes. "Balto in Spanish is an important next step to further that mission, unlocking real-time guidance for millions of Spanish-speaking and multilingual contact center workers, and enabling them to better serve customers."

According to Pew Research, there are roughly 40 million Spanish-speaking Hispanics in the U.S., making Spanish the second most spoken language in the U.S. By 2050, the Latino population is projected to be 132.8 million, or 30.2% of the total projected U.S. population. Balto recognized the vital need to connect with this massive market and create quality customer experiences that English-speaking customers have come to expect.

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Most contact centers route Spanish-speaking customers to a handful of bilingual agents (i.e., "Press 2 for Spanish") who are far too often ill-prepared for the breadth of sales, customer support, and compliance information they must manage for Spanish-triaged customers.

Balto in Spanish solves these issues by riding along the call with bilingual agents and guiding them using established playbooks to say the right things for the best possible outcome, no matter the use case. Spanish-speaking customers receive the same exceptional experience as their English-speaking counterparts.

Sondra Ford, senior compliance officer at Trusted Senior Specialists, LLC, a Balto customer, is enthusiastic about the product launch for Spanish speakers, saying, "The ability to use compliant and measurable diverse languages as we resolve the needs of others is a great reward for everyone! Thank you Balto for initiating progress."

#contactcenterworld, @baltosoftware

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


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - Capability And Reliability

Read today's tip or listen to it on podcast.

Published: Monday, July 25, 2022

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2022 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
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2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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