Balto CEO Marc Bernstein tells the 4thEst8 that today’s release of expanded features will broaden and deepen the appeal of its call-center support AI software. Historically, the platform helps call-center agents by monitoring their phone conversations with customers, popping up useful and pertinent information so the agent can more quickly address the problem at hand.
Marc Bernstein, Balto CEO
“We are releasing two new products: real time quality assurance and real time coaching,” Bernstein said. “Real time quality assurance automatically scores calls so if you’re a sales leader, or a customer service leader, every single one of your calls is going to be scored on any criteria that you choose.”
Call center managers are currently doing the work manually, and Bernstein says this frees them up to assess front-line worker effectiveness and step in to coach them when they hit a problem. He says the added features are a big step for his company, and from a business perspective they should accelerate sales.
“We’re going to be able to serve the customer service market way better than ever before, and that’s going to allow us to build a massive customer base for large customer service teams and contact centers,” Bernstein said.
Last year’s $10M Series A was led by Sierra Ventures, with participants including Jump Capital, OCA Ventures and Cultivation Capital. The startup landed two prior seed rounds: one in 2018 for $1.2M and another in 2019 for $3M. The company also landed an Arch Grant in 2018. Last week the company moved out of T-Rex and into it’s new 22,000 square foot headquarters at 1227 Washington Ave., following a hiring spree that doubled their headcount to more than 100. (see associated 4thEst8 stories, below).
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