Balto Contact Center Quality Assurance
AI scores 100% of calls with 95% accuracy against custom scorecards. Blends AI and manual scoring with natural language scorecard creation and enterprise roll-up reporting.
Free Advisory
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Side-by-Side Comparison
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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
100% Call Coverage
Every call is scored — not just a random 2–5% sample. Full coverage reveals systematic issues and eliminates selection bias from manual QA.
95% AI Accuracy
Handles complex, nuanced criteria with near-human accuracy — including tone assessment, objection handling quality, and multi-step compliance verification.
Natural Language Scorecards
Create and modify scorecards by describing what you want in plain English — no complex configuration or engineering support required.
Rapid-Fire Review Inbox
Efficient interface for QA managers to review AI-flagged calls, handle disputes, and resolve exceptions without wading through call recordings manually.
Frequently Asked Questions
Common questions about Balto Contact Center Quality Assurance from Balto.
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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.
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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.
Balto Business Insights & BaltoGPT
BaltoGPT lets supervisors and managers ask open-ended questions across any set of calls — "Why are customers calling?" or "Where are agents missing upsell opportunities?" Surfaces evidence-based answers with frequency estimates and direct call excerpts. Weekly AI transformation progress insights. GPT Trends tracking. Seamless CRM and BI tool integration.