Balto, Zoom partner to boost contact center with AI

MISSOURI, UNITED STATES — AI-powered contact center technology provider, Balto, announced its partnership with Zoom Video Communications, aiming to foster transformative growth opportunities for omnichannel contact centers. 

The recent integrations enable the seamless incorporation of Balto’s technology into Zoom Phone and Zoom Contact Center, with the goal of improving sales, service call outcomes, and enhancing customer experience across multiple languages and regions.

“We are excited to offer our customers Balto’s real-time and post-call solutions that give agents and managers the confidence to navigate and drive bottom-line impact with each customer interaction,” said Kentis Gopalla, Head of Ecosystem for Zoom Phone and Contact Center. 

With the integration available through the Zoom App Marketplace, users can access Balto’s end-to-end solutions, including real-time guidance, coaching, quality assurance, and automated note-taking, designed to boost contact center workforce efficiency. The platform also features Balto Beacon, a machine learning and AI tool that generates and tests new content across agent populations, improving content quality over time.

The partnership between Balto and Zoom has already seen significant success, with customers reporting a 26% increase in calls, 65% reduction in agent ramp time, a 25% boost in customer satisfaction, and 115% increase in compliance scores.