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.
Compliance
AI uncovers and organizes contact center complaince issues for you.
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.
Quality
Automate quality scoring with AI-Powered Call Intelligence.
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.
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.
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.
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.
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.
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
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.
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
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.
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.
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.
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.
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.
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.
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
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.
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.
Agent Assist
Call Summarization
Life changing. Balto capture the conversation accurately and it summarizes everything.
Small Business, Sales
Vincent V.
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.
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.
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.
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.
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.