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.
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 conversations. Stop searching, and start finding.
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 conversations. Stop searching, and start finding.
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 conversations.
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.
AI Answers
Agent Assist pulls data from your knowledge base, CRM, web, and top-performers to automatically surface answers during live conversations.
AI Checklist
When a checklist item is mentioned, Agent Assist automatically checks it off. Customize it with openers, disclosures, onboarding materials, and more.
Integrated QA & Coaching
Send QA scores and coaching suggestions directly to agents right in their Balto app—making feedback timely, actionable, and impossible to miss.
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.
Real-Time Coaching
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.
Live Listen
Lets supervisors hear customer conversations in real-time, providing instant visibility into agent performance and allowing immediate intervention when needed.
Sentiment
Reads between the lines of every conversation, tracking customer emotions in real-time so agents can adjust their approach and create better experiences.
Workflows
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.
Playlists
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 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.
100% Coverage
AI scans 100% of conversations, flagging legal issues and compliance alerts in a single inbox.
Simple Reviews
Accept, decline, reject, and escalate compliance issues rapid-fire.
Proactive Alerts
AI flags compliance risks during live calls, giving agents the chance to course-correct on the spot.
Transcripts & Moments
Jump to key moments, review recordings and transcripts, and collaborate through shared notes.
Notes automatically summarizes Conversations 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 conversations 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.
Call Summarization AI
Call summarization AI creates agent notes and automatically saves them to the CRM–so agents spend more time taking conversations and less time writing about them.
Customization
Easily generate notes on the topics of your choice, like call purpose, outcome, sentiment, key questions, and customer concerns.
Supervisor View
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.
Redaction
Notes automatically mask PCI and PHI information to protect customer privacy and comply with regulations.
Integration
Automatically capture full call transcripts, key moments, and structured call summaries to your CRM or knowledge base.
Balto QA takes the pain out of quality assurance by automatically scoring conversations, 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.
Comprehensive QA & QM
Balto QA takes the pain out of quality assurance by automatically scoring conversations, highlighting key trends, and surfacing compliance risks—powering QA teams and freeing them to focus on improving conversations, not scoring them.
Screen Capture
Gives supervisors full visibility into agent interactions, making it easy to pinpoint coaching moments and ensure compliance—without disrupting the workflow.
Call Recording
Automatically captures and organizes every conversation, providing a reliable record for training, compliance, and dispute resolution—all in one place.
Enterprise View
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
Jessica P.
Mid-Market, Sales
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!
Latoya W.
Enterprise, Sales & Customer Service
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.
Christian E.
Mid-Market, Sales & Compliance
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.
Kristcia M.
Small Business, Customer Service
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!
Isaiah
Mid-Market, Sales
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!
Ana Maria M.
Mid-Market, Customer Service
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.
Verified User
Enterprise, Customer Service & Sales
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.
Queene V.
Small Business, Customer Service
Highly recommend. When you are hesitant to provide the information, Balto just popped up and provide exact answer.
Kimberly B.
Enterprise, 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.
Diane T.
Mid-Market, Customer Service
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.
Ashleigh M.
Mid-Market, Customer Service
Balto keeps me on track. I like that it keeps me from getting off track and wasting time on unnecessary conversation.
Dana A.
Enterprise, Sales & Compliance
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.
Alex D.
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.
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.
RingCentral
If you’re using RingCentral and you’re ready to go faster with Balto’s AI, there’s no better time to start than now.
Convoso
Integrating Balto with Convoso ensures seamless real-time guidance and actionable insights for your contact center.
Five9
Integrating Balto with Five9 ensures seamless real-time guidance and AI-powered insights for your contact center.
Salesforce
If you’re using Salesforce and you’re ready to go faster with Balto’s AI, there’s no better time to start than now.
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.
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Equip agents with answers to customer questions in real-time, instantly pulling information from your knowledge base.
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Coach your agents faster than ever. Balto identifies which agents need coaching, does your prep work, pulls coachable conversations, and takes you right to the coaching moments.
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Instantly view insights on the trends driving your business, ready for you out of the box.
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QA conversations faster than ever, so all that's left is verifying data entry and surfacing trends to leadership.