Real-time QA is the future — and Balto is leading the way.
CMP Research just released its 2024 Prism for Automated QA/QM — and we’re proud to share that Balto has been named a Pioneering vendor, the highest possible distinction in the report.
CMP Research, or the Customer Management Practice, is a leading market intelligence firm focused on the contact center and customer experience industries. Their report highlights which solution providers are delivering the most innovative, effective, and future-ready approaches to automated quality assurance and quality management (QA/QM).
Among 43 solution providers evaluated, Balto stood out for its innovation, transparency, and belief that QA should empower agents — not just score them.
What CMP Measured, and Why It Matters
The Prism for Automated QA/QM evaluated vendors across 10 investment criteria, combining analyst assessments, user reviews, and real-world market data.
Solution providers were placed in one of five categories — Pioneering, Leading, Core Performing, Up & Coming, or Emerging — based on how well they delivered value and innovation to customer experience and contact center leaders.
Being named a Pioneering vendor means that Balto is both highly progressive in capability and well-respected by the market. It’s a clear signal that we’re delivering what contact centers need today — and building what they’ll need tomorrow.
Why Balto Stood Out From the Pack
CMP Research noted that Balto achieved the highest perception score of any vendor in the report — 6.4 out of 7 — and was one of only a few providers to receive a perfect 4 out of 4 for innovation.
We were recognized for:
- Real-time agent transparency — agents can see how they did immediately after each call.
- Outcome-based coaching — correlating agent behaviors with CSAT, NPS, and real customer impact.
- QA as a skill-building opportunity — not just a scorecard.
- Enterprise-grade security, including ISO 27001 and ISO 42001 certifications.
CMP analysts also highlighted our top-tier performance in customer support, user experience, integration, and AI accuracy, all of which help our customers adopt and scale QA/QM tools quickly and effectively.
In Our Team’s Words
“This recognition confirms what our customers experience every day: Balto is redefining how quality assurance works in real time,” said Marc Bernstein, CEO and Founder of Balto. “By empowering agents with in-the-moment coaching and feedback, we’re making every call an opportunity to deliver better outcomes — for businesses, agents, and their customers.”
“Our inclusion as a pioneering vendor validates that Balto is helping our customers evolve QA from a reactive scoring process to a proactive performance engine,” added Maria Citrowske, VP of Marketing. “We’re excited to be leading the way in real-time QA/QM.”
The Future of QA
Contact centers are under more pressure than ever — to improve customer experience, reduce costs, and develop and coach agents along the way.
CMP’s research confirms what we’ve long believed: traditional QA processes don’t reflect what actually drives customer satisfaction. And as generative AI and automation reshape customer contact, real-time insight and the ability to take action in the moment will become a baseline — not a bonus.
At Balto, we’re proud to be at the forefront of this shift. Our real-time guidance and automated QA/QM tools are helping teams transform performance management into a smarter, more scalable, and more human-centered strategy.
Book a demo to see how Balto can help you drive better outcomes across every conversation.
Chris Kontes
Chris Kontes is the Co-Founder of Balto. Over the past nine years, he’s helped grow the company by leading teams across enterprise sales, marketing, recruiting, operations, and partnerships. From Balto’s start as the first agent assist technology to its evolution into a full contact center AI platform, Chris has been part of every stage of the journey—and has seen firsthand how much the company and the industry have changed along the way.
