Balto Embeds Directly Within CCaaS, Workflow Systems

Balto, a leader in uniting contact center agents with AI, launched its next-gen integration: an embeddable “single pane of glass” Balto experience for Genesys Cloud, NICE in Contact, Salesforce and other major CCaaS softphone systems and workflow solutions.

The 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.

“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. According to a recent ICMI survey, 80 percent of agents report using four or more applications for customer interactions, with 21 percent using 10 to 15. This creates visual clutter for agents, slows workflows, induces stress and clogs limited desktop computer resources.

Traditionally, Balto was a standalone application. Now, it can be embedded directly into an organization’s existing CCaaS, UCaaS, and workflow web-based applications, such as a CRM.

“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.”

Balto automatically runs when calls begin. And agents don’t have to adjust the windows on their screen. It’s in the same pane as their existing CCaaS and UCaaS system or CRM.

In addition, because the embedded version is cloud-based, IT teams never have to push application updates.

Balto’s embeddable version can be dropped into any application or browser. Every softphone system that provides an audio stream is a candidate for the new single pane of glass embed. This enables the availability on Chromebooks and other low-powered machines often prescribed to agents in remote environments.

Organizations that cannot embed the new version still will have access to the traditional Balto desktop experience and seamless integrations.

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