Contact Centers Do Extraordinary Things with Balto
"We infused Balto into our ecosystem, we encourage our team members to utilize the different aspects of the tool, and over the last year, we've seen our NPS score take a gradual incline and over the last two months, a very steep incline. There's a direct correlation with our percent of compliance to our Balto metrics. Over the last two months, we've consistently been in the 93-95% range and we're now in a 65-70% range on our NPS score."
Customer Success Stories
Tort Experts Turns Empathetic, Compliant Intakes Into Consistent Wins with Balto
BrightBridge’s Playbook for Consistently Outstanding Member Experience
Manual checklists and live listening couldn't keep up as BrightBridge Credit Union scaled. With Balto, the team cut manual QA effort by 75%, lifted first-call resolution with real-time next-step prompts, and made onboarding significantly smoother — less time monitoring, more time coaching, stronger member experiences.
How Real-Time Coaching Transformed Onboarding, Compliance, and Call Quality at Scale
Horizon Services' supervisors were stuck listening to calls one at a time — not scalable for a growing home services contact center juggling HVAC, plumbing, financing, and warranty conversations. Balto's Real-Time Guidance locked in compliance language while letting agents stay human, accelerated onboarding, and shifted Horizon from rearview QA to real-time control.
From Uncertainty to unmatched NPS: Inside InteLogix's AI-Driven Transformation
InteLogix didn't want to replace its QA processes — it wanted to enhance them. With Balto's AI Workforce, call review dropped from 30+ minutes to under 5, AHT fell 30 seconds, ACW was halved, and one client posted a 24% enrollment lift after Balto pinpointed unclear messaging. QA teams shifted from evaluators to analysts, coaching off truth instead of opinions.
How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto
When pharmacy benefit manager EmpiRx brought customer service in-house in 2024, they had to build a brand-new team from scratch. With Balto's Real-Time Guidance, transcripts, and escalation detection, ramp time was cut by up to 50% (6–8 weeks down to 4), quality scores climbed 5–10%, and QA now reviews 100% of escalated calls.
Integris Health Enhances Patient Support and Operational Efficiency with Balto
Oklahoma's largest healthcare system was reviewing under 1% of patient billing calls before Balto. With Real-Time Guidance reinforcing active-listening protocols and reporting that surfaced Native American tribal-benefit questions hidden in the call volume, Integris Health saw survey participation jump from 15% to over 25% and noticeably reduced repeat calls.
Break Records in Just 45 Days
See immediate results with lightning-fast installation and onboarding. Scale excellent conversations with Real-Time Guidance.