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Explore Balto’s Comprehensive Contact Center AI Software

Balto’s comprehensive contact center AI software delivers everything modern teams need to perform at their best, all bundled in one simple license.

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Insights

Balto’s generative AI helps you make business Decisions faster.

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Weekly

Weekly Insights

Monitor the pulse of your AI-based contact center to gauge how well your AI transformation is progressing.

GPT Trends

Uncover answers to your key business questions and explore the ‘why’ using natural language.

BaltoGPT

Ask questions over any set of calls. Stop searching, and start finding.

Agent Assist

Real-Time Agent Assist solves customers’ problems faster than humanly possible.

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Agent Assist pulls data from your knowledge base, CRM, web, and top-performers to automatically surface answers during live calls.

When a checklist item is mentioned, Agent Assist automatically checks it off. Customize it with openers, disclosures, onboarding materials, and more.

Send QA scores and coaching suggestions directly to agents right in their Balto app—making feedback timely, actionable, and impossible to miss.

Real-Time Agent Assist surfacing an answer to an insurance question to help contact center agent on live call
Balto product interface showing a dynamic checklist for home improvement calls, with items like opening statement, security questions, account verification, and appointment confirmation automatically checked off as agents progress through the conversation
Product image of Balto’s Agent Assist showing real-time coaching suggestions and QA scoring delivered directly to agents, with examples like compliance checks, recording statements, product overview, and closing steps; includes gamification elements

Coaching

Coach faster and expand your span of control with conversation intelligence Software.

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Balto Real-Time Coaching identifies coaching moments as they happen, equipping supervisors with live data to provide instant feedback and drive continuous improvement—without waiting for post-call reviews.

Lets supervisors hear customer conversations in real-time, providing instant visibility into agent performance and allowing immediate intervention when needed.

Reads between the lines of every conversation, tracking customer emotions in real-time so agents can adjust their approach and create better experiences.

Allows you to streamline complex processes by surfacing the right steps and information at the perfect moment, keeping agents efficient and customers happy—without the guesswork.

Curate top-performing calls and key coaching moments, making it easy for teams to learn from the best and refine their skills—without sifting through endless recordings.

AI contact center coaching suggestion for agent, including a coaching summary, coaching notes, and reference call
Overview of Balto's Contact center compliance functionality, including agent chat, live call listen, transcription, and compliance alert
Balto’s call summarization AI with copy feature, displaying a summary of an insurance call, where a customer struggled to switch plans.
Overview of Balto's Contact center compliance functionality, including agent chat, live call listen, transcription, and compliance alert
Balto isplaying curated, high-performing sales or support calls with highlighted key coaching moments. The interface emphasizes streamlined review and learning, eliminating the need to manually sift through numerous recordings.

Compliance

AI uncovers and organizes contact center complaince issues for you.

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AI scans 100% of conversations, flagging legal issues and compliance alerts in a single inbox.

Accept, decline, reject, and escalate compliance issues rapid-fire.

AI flags compliance risks during live calls, giving agents the chance to course-correct on the spot.

Jump to key moments, review recordings and transcripts, and collaborate through shared notes.

Product image showing Balto’s compliance inbox with flagged conversations, where AI has scanned calls for legal issues and regulatory alerts across 100% of interactions
Product image showing Balto’s compliance dashboard with options to accept, decline, reject, or escalate flagged compliance issues for fast resolution
Product image showing Balto’s real-time compliance alerts notifying agents of potential risks during a live call, with prompts to take corrective action
Product image showing Balto’s interface with jump-to-key-moment functionality, synced recordings, full transcripts, and shared notes for team collaboration

Call Summarization AI

Notes automatically summarizes calls and sends them to your cRM.

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Call summarization AI creates agent notes and automatically saves them to the CRM–so agents spend more time taking calls and less time writing about them.

Easily generate notes on the topics of your choice, like call purpose, outcome, sentiment, key questions, and customer concerns.

Never again click into a call only to realize it wasn’t what you were expecting. Notes follow your call records in Balto, with intelligent call views that save supervisors’ time.

Notes automatically mask PCI and PHI information to protect customer privacy and comply with regulations.

Automatically capture full call transcripts, key moments, and structured call summaries to your CRM or knowledge base.

Balto’s Notetaker shows an AI-generated summary of a home improvement call, highlighting key conversation topics.
Balto’s Notetaker automatically generates call notes on topics such as purpose, outcome, sentiment, key questions, and customer concerns.
Balto’s Notes feature with intelligent call summaries attached to call recordings, helping supervisors quickly understand call context without listening to full recordings.
Balto Notes interface showing call summaries with sensitive information like PCI and PHI automatically masked to protect customer privacy and ensure compliance
Product image showing Balto automatically capturing full call transcripts, key moments, and structured summaries, with seamless export to a CRM or knowledge base.

Quality

Automate quality scoring with AI-Powered Call Intelligence.

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Balto QA takes the pain out of quality assurance by automatically scoring calls, highlighting key trends, and surfacing compliance risks—powering QA teams and freeing them to focus on improving conversations, not scoring them.

Gives supervisors full visibility into agent interactions, making it easy to pinpoint coaching moments and ensure compliance—without disrupting the workflow.

Automatically captures and organizes every conversation, providing a reliable record for training, compliance, and dispute resolution—all in one place.

Delivers a high-level snapshot your AI powered contact center performance, empowering leadership with the data they need to drive results at scale—no digging required.

Product image showing two QA charts in Balto: the top chart displays agent performance metrics including pass rate, average QA score, calls graded, and failing calls by agent name; the bottom chart shows QA score trends over time
Balto’s contact center screen recording software, including multiple screen recording functionality, view speed, and video toggle
Balto’s Real-Time Agent Assist checklist, with key questions for the agent to follow, including a recording disclosure, opening question, qualification question, and closing question
Product image of Balto’s Contact Center QA dashboard, featuring a manual QA task to review “Confirmation of appointment details” for agent Ryan Thompson, with call recording playback and options to score the review positively or negatively; the background shows the QA inbox

Success with balto’s AI-Powered contact center software

See why Baltos is the contact center industry’s preferred AI-driven contact center platform.

Jessica P.

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Agent Assist

Gamification

QA

Balto is AMAZING! I like everything! The checklist keep my agents on track, the agents love when they get a win and the confetti goes off. I love the dynamic prompts that help them overcome objections. The gamification encourages healthy competition, and the QA helps keep the business focused on performance. GREAT TOOL!

Mid-Market, Sales

Latoya W.

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Agent Assist

This tool has been a Godsend. The technology helps me to remember the key points to explore when speaking with a patient. I am able to remain on task. And it keeps a checklist that I can follow easily.

Enterprise, Sales & Customer Service

Christian E.

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Agent Assist

Real Time Coaching

Balto makes life easy! What I love most about Balto is the real-time coaching feature. It’s amazing how I can get live feedback and guidance during calls, helping me stay on track and handle tough objections smoothly. Instead of waiting for post-call reviews, I’m able to improve instantly, which boosts my confidence and performance right in the moment.

Mid-Market, Sales & Compliance

Kristcia M.

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Agent Assist

Reporting

I use Balto all the time. Balto is really a great help with suggesting scripts and providing a check list just to make sure that we don’t get lost with the conversation. Also the scripting is really professional and makes it really easy to understand when you provide it with your customer. Lastly is the user friendly landing page, you can tell by the icons on what page you are in. Kudos Balto!

Small Business, Customer Service

Isaiah

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Agent Assist

Very Easy to Use. Balto is the simplest, easy to learn software I’ve used in the industry. I can’t think of a time when I didn’t use it in a call. I use Balto quite frequently throughout my day. Balto is also easy to integrate and implement into whatever software you use. The customer service is top notch and the number of features is fantastic!

Mid-Market, Sales

Ana Maria M.

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Agent Assist

Call Summarization

QA

Best Assistant App. Its guided scripts, being able to see a summary after calls, and using it every day helps to improve call quality. It provides great ideas for handling difficult topics with customers. The screen is adjustable and customizable great for adapting to your needs.

Mid-Market, Customer Service

Verified User

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Agent Assist

Call Summarization

QA

Reporting

Balto makes call reviews a breeze. Balto is a great call assistant for our support analysts. It provides reminders of critical call script items and helps guide the analysts through effective call handling. The best benefits start after the call. Analysts are provided customizable call summary information that can be used to fill out tickets, all calls are QA scored, and supervisors are provided AI powered search and analysis features. Balto has been extremely helpful with implementation and recommendations for effective usage.

Enterprise, Customer Service & Sales

Queene V.

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Agent Assist

Highly recommend. When you are hesitant to provide the information, Balto just popped up and provide exact answer.

Small Business, Customer Service

Kimberly B.

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Agent Assist

Compliance

This software definitely keeps me in compliance on all of my calls. It allows me to see that all of the verbatim statements have been completed.

Enterprise, Compliance

Diane T.

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Agent Assist

What I like about Balto is the cohesiveness and details that it gives in every calls. We get to read every details of the call from point to point. It’s very easy to use and the text is very clear.

Mid-Market, Customer Service

Ashleigh M.

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Agent Assist

Balto keeps me on track. I like that it keeps me from getting off track and wasting time on unnecessary conversation.

Mid-Market, Customer Service

Dana A.

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Agent Assist

Great Program that helps with sales & compliance. I like that it helps me keep on track; keeps the sales conversation flowing; that it contains valuable resources like SEP’s and their codes; and I like the positive reinforcement it gives me when I am on track and the call flow is compliant.

Enterprise, Sales & Compliance

Diana W.

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Agent Assist

Call Summarization

Balto is amazing. I like how it captures the conversation. This saves me so much time when logging my call notes. It’s truly amazing and I use it with every call I receive or make. It’s very easy to incorporate words as well. Balto is so easy to use and the features that come with Balto are so helpful. Balto is also very easy to install and integrate into your company’s system.

Small Business, Customer Service

Anonymous

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Agent Assist

Balto is Awesome. Balto is very using and populates quick responses and shows us exactly what to say and keeps us compliant.

Enterprise, Customer Service

Madelynn R.

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Agent Assist

Interactive Helper. I love that it tracks your words so you know what you’ve already covered, compliance wise! Super helpful!

Enterprise, Sales

Ali C.

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Agent Assist

Call Summarization

Life changing. Balto capture the conversation accurately and it summarizes everything.

Small Business, Sales

Vincent V.

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Agent Assist

Call Summarization

An amazing tool for our operations. Its summarization feature for every call, almost every feature that balto has saves our company so much time. And its AI is so helpful making me save 50-70 percent of my time on work. I can hardly think of dislikes.

Enterprise, Customer Service

Leslie S.

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Agent Assist

Very helpful for rebuttles. It highlights of when something is said so make that I go through all of script and dont miss anything.

Small Business, Sales

Justin N.

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Agent Assist

Call Summarization

Easy Peasy. Balto allows me to focus on my calls because of the help it gives especially with the notes that it generates. It would allow me to not worry about my notes which is a requirement for my job. Balto is a big help for my daily tasks.

Mid-Market, Customer Service

One of the best tools I’ve used! Whereas before, we took samples of calls, and did as much as we could, but we had hundreds of calls happening daily, and it was pretty impossible to capture all of that. Now people can see what’s actually being said, transcripts can be pulled up, instead of listening to hours of calls. We’ve seen noticeable improvements with close rates.

Alex D.
Call Center Supervisor

Customer Spotlight

G2 Video Testimonial

Balto integrates with existing contact center AI cCAI platforms

Balto’s Contact Center AI software seamlessly integrates with the leading Contact Center as a Service (CCaaS) Systems.

Balto Customer: Ring Central
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FAQs

Contact center AI software refers to advanced technology designed to enhance contact center performance, boost agent and supervisor productivity, increase sales, and improve customer satisfaction. It leverages artificial intelligence (AI), machine learning (ML), and speech analytics to automate and optimize key functions.

Common features include quality assurance (QA) or quality management (QM), real-time agent assist, coaching tools, business insights, compliance monitoring, call summarization, chatbots, and agent automation. Virtually all contact center AI software is also integrated with Contact Center as a Service (CCaaS) solutions and customer relationship management (CRM) systems.

Contact centers use AI software to coach agents, provide real-time guidance, detect QA and compliance issues, notify managers of urgent problems, and extract valuable business insights from conversations.

AI enhances contact center performance by providing agents, supervisors, and contact center leadership with powerful tools that enhance human capabilities. For example, Balto’s real-time guidance (also called Agent Assist) surfaces answers and resources for agents during live calls so that they can handle more calls than otherwise possible. 

AI also automated quality assurance by reviewing 100% of customer interactions for compliance, sentiment, and performance, far surpassing the traditional manual sample approach. This allows managers to quickly identify coaching opportunities, spot trends, and drive targeted improvements.

Finally, AI analyzes voice and text interactions to uncover patterns in customer sentiment, objections, and product-related feedback. These insights support smarter decisions across operations, sales, service, and product teams. By automating repetitive tasks, enhancing self-service capabilities, and enabling personalized coaching, AI helps boost agent productivity and reduce costs, transforming the contact center into a more efficient, data-driven, and customer-focused environment.

Yes, Balto integrates seamlessly with leading CRMs, allowing your team to access real-time call guidance and insights within the tools they already use. In addition to native CRM integrations, Balto offers a robust Call Data API that enables you to securely transfer call data between Balto and your internal systems or data warehouse.

Balto provides end-to-end support to ensure success from day one. You’ll be paired with a Customer Success Manager who will serve as your single point of contact throughout the entire partnership. Your CSM will guide you through every step of the onboarding process–including setup, agent and supervisor training, and go-live. You can contact your Customer Success Manager at any point in the partnership for personalized support, guidance, and answers.

Balto utilizes state-of-the-art security infrastructure and protocols to ensure the privacy of all client data, including PCI, PHI, and PII security, 256-bit Encryption, and SOC 2 compliance.

For a complete security overview, please reference our security page.

For a comprehensive answer, check out our article, How AI is Transforming Contact Centers

In short, artificial intelligence (AI) is fundamentally changing the way contact centers operate. The primary improvements are:

  • Real-Time Agent Assist – AI understands conversations and tells human agents what to say, live in their conversations.
  • Auto-QA (or Contact Center QA) – AI can automatically evaluate 100% of conversations against custom criteria, surfacing those insights for agents and managers.
  • Insights from Customer Conversations – AI analyzes huge volumes of conversation data to surface key business insights for leadership.
  • AI-driven coaching – AI can review calls and produce summarized coaching packets for individual agents.
  • AI Agents – increasingly, AI can itself sound like a human, handling voice, text, and email conversations without the need for a human participant. 

See Balto in Action

Solve your customers’ problems faster with industry-leading AI. No manual call scoring, no random listening, and no holds to look up information.

Equip agents with answers to customer questions in real-time, instantly pulling information from your knowledge base.

Coach your agents faster than ever. Balto identifies which agents need coaching, does your prep work, pulls coachable calls, and takes you right to the coaching moments.

Instantly view insights on the trends driving your business, ready for you out of the box.

QA calls faster than ever, so all that’s left is verifying data entry and surfacing trends to leadership.