Balto is a popular contact center platform thanks to its advanced artificial intelligence capabilities and recently launched quality assurance (QA) Copilot. But that’s where a lot of its powers end. Simply, Balto won’t help you deliver on advanced workforce engagement and the platform doesn’t have a native integration with Zendesk or Salesforce, the two most commonly used CRMs today. Add in a lack of transparent pricing and poor performance insights and you might want to consider switching to a Balto alternative. But wait: The alternatives are quite different, each bringing new use cases to th ..read more

The biggest use case you should remember when it comes to Balto is its ability to assist and guide agents in real time through generative AI. For everything else, there’s Kaizo. The two tools are as different as they get despite a couple of similarities.  This said, you’ll be well off just relying on Kaizo to assist your entire QA team — not just your agents. Let’s explore some of the fundamental differentiators as well as similarities between these platforms. Kaizo vs Balto: One look Kaizo vs Balto: When to choose each of them Kaizo is a complete customer support quality assurance platf ..read more

Observe.AI was built for conversational intelligence. But anyone will define this concept differently. In this case, the tool goes beyond classic conversational analysis to tap into quality assurance and agent coaching.   But while Observe.AI does excel when it comes to assisting support agents, it fails to deliver strong capabilities to managers and QA raters. That’s where Kaizo comes in, catering to all three parties. Let’s explore the Kaizo vs Observe.AI platforms at a glance! Kaizo vs Observe.AI: One look Kaizo vs Observe.AI: When to choose each of them If you’re looking for a s ..read more

Observe.AI is one of those contact center tools that seemingly do it all. So why are users switching to other solutions? Most current users cite poor or inaccurate transcription capabilities as their number one reason for disliking the tool. Beyond this, you’ll find a large set of Observe.AI alternatives that provide the capabilities you need for more use cases than just conversation intelligence. Workforce engagement, QA scorecards, as well as essential CSAT (Customer Satisfaction Score), CES (Customer Effort Score), and IQS (Internal Quality Score) scoring are all missing. So what are your o ..read more

Building a memorable customer experience (CX) starts with a plan. But no matter how well you’ve outlined the necessary steps to achieve top customer service results, you’ll need an even better tool to put it all into practice. Think of customer experience management software as an extra team member. One that can have a deep understanding of your target audience, address specific pains in your customer journey, provide omnichannel support, automate routine tasks, and so much more. In this post, we’ll show you just how you can find the right “candidate” for the job with an extensive list of cust ..read more

Monitoring tools for customer service are indispensable assets for organizations that want to maintain high standards of customer satisfaction and effectively address any issues that may arise. They can provide: Real-time data into various aspects of customer service operations Performance tracking for metrics such as first response time, resolution time, and customer satisfaction scores An analysis of trends and patterns in customer inquiries, complaints, and feedback Better insights into how your team stays engaged and productive Quality assurance for monitoring interactions between custome ..read more

Looking for Tymeshift alternatives? This is where you start! Tymeshift (now part of Zendesk) is a workforce management platform that provides support teams with the insights and tools they need to manage their time. While Tymeshift excels at scheduling and forecasting, it’s missing core QA, employee performance coaching, and engagement management capabilities. A quick look at all the Tymeshift alternatives you can pick from Pros and cons of each Tymeshift alternative Tymeshift alternative #1: Kaizo Kaizo is an all-in-one management platform for large support teams. It helps you evaluate and ..read more

Welcome to the future of customer support!  And it’s all about harnessing the power of cutting-edge AI tools for customer service.  As customers have ever-growing requirements, integrating AI tools into your service toolkit has become a must. Whether you’re planning on implementing intelligent chatbots or advanced QA analytics, these AI-powered solutions will change the way you engage with and support your clientele.  In this guide, we’ll explore why AI tools should be a fundamental component of your customer service tool stack and what options you should consider for improving ..read more

No matter how hard it is to keep up with the latest tech advancements, the landscape of customer service and best QA tools continues to evolve at a rapid pace.  Customers are now more than ever expecting instant responses, personalized interactions, and seamless experiences across multiple channels. As a result, customer support quality automation (QA) tools went through a remarkable transformation, with a plethora of innovative solutions emerging to address these evolving needs. So next we’re discussing some of the best QA tools and how they stand out — from AI capabilities influencing c ..read more

In today’s fast-paced business landscape, marked by evolving customer expectations and diverse service channels, the need for efficient customer service processes is paramount. That’s why we made sure this guide will help you speed up support efforts, amplify customer satisfaction, and ultimately elevate your overall service delivery. Let’s delve into the transformative capabilities of these tools for improving customer service, paving the way for a more responsive, connected, and customer-centric approach to service excellence. What different tools should you consider for improving customer s ..read more