Our Product

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.

Insights

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

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.

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.

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.

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.

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

Notetaker automatically summarizes calls and sends them to your cRM.

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.

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
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.

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

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.

Demo Balto’s Contact Center AI Software

Balto is a different type of contact center AI platform. What you see is what you get, and we always demo live. 

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.