August 06, 2021

Taking Analytics to the Next Level with Real-Time Guidance, Real-Time Coaching, Real-Time QA - A Conversation with Balto CEO Marc Bernstein

35 minutes

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Speech analytics is an extremely powerful tool in creating a positive agent and customer experience. sentiment, trending keywords, even frustration level and be monitored and tracked.

What we all have been waiting for though is real time analytics. Technology that will help and empower agents in call.

Well we have found a call center leader and a forward-thinking company that is doing just that.

Balto CEO Marc Bernstein joins Tom in discussion in the state of analytics, the technology behind it, how they are doing agent assist, and the technology behind their August 9th launch of real time coaching and real time QA.

The ability for technology to be one actually scoring calls may not be science fiction after all.

Fascinating episode on a company that is leading the way in the speech analytics space. We are very excited to present this episode.

Its a can't miss for all call center geeks!

https://www.linkedin.com/in/baltoceo/
https://www.balto.ai/
woof.balto.ai/boom

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Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

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By Thomas Laird

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