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News : Balto Now Embedded Inside Salesforce for Single Pane of Glass Experience

#contactcenterworld, @baltosoftware

St. Louis, MO, USA, Sept, 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 Salesforce. The new app-free version of Balto creates seamless, hands-off integration — minimizing technical interference for IT teams and streamlining agent workflows for higher productivity and efficiency.

Contact centers everywhere are trying to simplify the agent experience and help them focus on what's most important...

"Every contact center leader is well aware that agents struggle to manage too many systems across too many screens with too little screen real estate. 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," said Marc Bernstein, Balto CEO. "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."

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 15.1 This creates visual clutter for agents, slows workflows, induces stress, and clogs up limited desktop computer resources, a bane for IT teams.

Since 2017, Balto has been a standalone application that runs alongside Salesforce. Now, Balto can be directly embedded into the 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 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."

In addition, because the embedded version is cloud-based, IT teams never have to push application updates. The new Balto is always up to date, reducing security risks for organizations.

"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, @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 - Adherence

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

Published: Monday, September 12, 2022

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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