Balto Omnichannel — Email, SMS & Chat
Extends QA, compliance, coaching, and insights to email, SMS, and chat. Unified records with metadata, cross-channel QA scores, channel-specific scorecards.
Free Advisory
Fibi sources Balto Balto Omnichannel at no cost to you. Our advisory is funded by the carrier.
Side-by-Side Comparison
We compare Balto against 300+ carriers so you know you're getting the best solution for your needs.
Post-Sale Support
Dedicated advisor for the life of your contract — Fibi escalates issues on your behalf so you're never dealing with carrier support alone.
Key Features
Multi-Channel QA Scoring
Apply QA scorecards to email, SMS, and chat interactions — with per-interaction scores combining into an overall cross-channel quality score per agent.
Channel-Specific Scorecards
Create separate scoring criteria for voice, email, SMS, and chat — reflecting the different communication standards and compliance requirements of each channel.
Unified Compliance Monitoring
Extends compliance scanning to written channels — identifying regulatory language gaps, missing disclosures, and process adherence issues across all customer touchpoints.
Historical Upload Support
Upload historical email, SMS, and chat logs for retroactive scoring — enabling QA analysis of interactions before Balto was deployed.
Frequently Asked Questions
Common questions about Balto Omnichannel from Balto.
More from Balto
Related Services
Balto Real-Time Agent Guidance
AI listens to live calls and prompts agents with dynamic checklists, suggested responses, compliance reminders, and AI-generated answers from your knowledge base, CRM, and the web — within milliseconds, without putting callers on hold. Checklist items auto-check as agents complete them. Live QA score visible to agents during the call.
Balto Contact Center Quality Assurance
AI scores 100% of calls against your custom scorecards with 95% accuracy — including complex criteria. Blends AI-automated and manual scoring. Natural language scorecard creation. Rapid-fire review inbox for disputes, exceptions, and edge cases. Score trends over time. Enterprise roll-up view across geographies and divisions.
Balto Contact Center Coaching
AI surfaces coaching opportunities automatically based on call performance, sentiment, and compliance — eliminating random listening. Coaching playlists for best, worst, and most coachable calls. Ready-made coaching sessions tailored by agent. AI workflows with optimized hotkeys for efficient supervisor review.
Balto Contact Center Compliance
AI scans 100% of calls for regulatory and process adherence issues in real time. Proactive alerts during live calls before violations occur. Automatic PCI and PHI data redaction in transcripts, notes, and screen recordings. Rapid-fire review inbox for compliance exceptions. Anchor points for edge cases. Screen capture with synchronized audio.