Balto Wins the 2026 Cloud-Based CX Solution of the Year at the CCW Excellence Awards

Balto , the AI Workforce for the contact center, was named the 2026 Cloud-Based CX Solution of the Year by CMP at the CCW Excellence Awards on June 23, 2026, at Caesars Forum in Las Vegas. CEO Marc Bernstein and VP of Marketing Evan Fehler accepted the award on behalf of the company onstage during Customer Contact Week 2026.

The recognition lands at a moment when contact center leaders are consolidating their tech stacks around cloud-native, AI-integrated platforms, and it reflects the work behind the closed-loop platform our customers use every day to guide agents, score 100% of interactions, and feed those insights back into coaching.

About the 2026 Cloud-Based CX Solution of the Year Award

CMP, known formally as the Customer Management Practice, runs both the CCW Excellence Awards and CMP Research. The organization evaluates contact center technology across categories that matter to operators, including QA, AI, agent enablement, and overall platform strength.

The Cloud-Based CX Solution of the Year category specifically recognizes platforms that deliver measurable customer experience impact through cloud-native architecture and integrated AI capabilities. It's awarded after a review of product depth, customer outcomes, and how the platform performs across the full contact center workflow.

This isn't Balto's first time being recognized by CMP. Earlier this year, CMP Research named Balto #1 out of 51 evaluated QA automation solutions . The 2026 Cloud-Based CX Solution of the Year award builds on that, expanding the recognition from QA to the full platform.

Quotes From Leadership

Marc Bernstein, CEO

This award belongs to the contact center teams who trusted us to be part of their day-to-day operations. Their willingness to push the platform forward, give us hard feedback, and partner with us through every release is what made the last nine years, and this recognition, possible.

Michael Goldstein, President & CTO

Michael spoke about what the award represents to the team behind the product:

It's not a logo or a line on a website. It's years of grind from our R&D team. We set out to build something that doesn't just help agents, it delivers value across the entire org. This team refused to settle.

For Michael, the recognition is less about the trophy and more about the engineers, designers, and researchers who turned the closed-loop vision (a single platform where guidance, QA, coaching, and insights run on shared standards and learn from every call) into a working product.

Evan Fehler, VP of Marketing

CMP looked at the full market and recognized what our customers have been telling us for years. Agent Assist, QA Automation, and Agentic Insights working together as one platform is what changes the operating model of a contact center. That's the work this award celebrates.

What This Recognition Means for Our Customers

Awards on their own don't reduce average handle time or lift quality scores. What this recognition reflects is what 300+ contact centers already experience when they deploy Balto: a single platform where guidance, QA, coaching, and insights run on shared standards and get smarter with every call.

That's the closed-loop model. Real-time agent assist guides agents during live calls. Automated QA scores 100% of interactions against the same playbook. Coaching turns the patterns that QA surfaces into structured agent improvement. And Agentic Insights closes the loop, feeding everything we learn back into the guidance.

After nine years in market, 500+ million interactions guided, and the #1 Agent Assist rating on G2 and Capterra, the through-line in every Balto deployment is the same: software that helps frontline agents do their best work and gives operators the visibility to keep improving the call.

When CMP says we're the Cloud-Based CX Solution of the Year, what they're really saying is that the closed-loop model holds up under independent evaluation. That's the part our customers care about, and that's the part this team is proud of.

See Balto at CCW 2026

If you're at Customer Contact Week 2026 in Las Vegas this week, stop by booth #730. The team is running live demos of Agent Assist, automated QA, and Agentic Insights, and walking through what a closed-loop deployment looks like for contact centers handling everything from sales to complex service.

Want a quick look at the platform before you visit, or can't make it to CCW? Book a 20-minute demo →

Thank You From the Team

To the customers who trusted us with their contact centers, the partners who pushed us to be better, and the team that builds and refines Balto every day, thank you. The 2026 Cloud-Based CX Solution of the Year award is yours.

FAQs