Balto introduces Real-Time Guidance to Spanish-speaking agents
Real-time guidance platform Balto announced that its flagship product, Real-Time Guidance, is now available in Spanish. This makes the firm the first-ever in the market to offer conversation excellence at scale to U.S. Spanish-speaking contact centers and their customers.
Balto COO Chris Kontes said, “Balto’s mission is to power a new era of knowledge work in the contact center, where the modern worker collaborates with artificial intelligence to make informed, real-time decisions.”
He added, “Balto in Spanish is an important next step to further that mission, unlocking real-time guidance for millions of Spanish-speaking and multilingual contact center workers, and enabling them to better serve customers.”
Most American contact centers route their Spanish-speaking customers to a handful of bilingual agents who are far too often ill-prepared for the breadth of sales, customer support, and compliance information they must manage for Spanish-triaged customers.
Balto in Spanish solves this dilemma and ensures that Spanish-speaking customers receive the same exceptional experience as their English-speaking counterparts.
Currently, Balto in Spanish is geared towards North American contact centers with Spanish-speaking teams and English-speaking managers.
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