Contact Center Coaching
Your ready-to-use contact center coaching system for faster, more effective feedback sessions.
Automatic AI Coaching
Balto automatically delivers individualized, AI-powered coaching packets directly to your contact center agents.
No more Random Listening
Stop spending your day listening to random conversations, hoping to find something useful. Balto finds impactful coaching opportunities for you.
Click. Listen. Coach.
Pick an agent, go right to the conversations that matter, listen to key moments, and start coaching.
Coaching Sessions Served Fresh
Access ready-made coaching sessions — tailored by agent and packed with fresh, practical coaching ideas.
AI Does the digging, you handle the coaching
Real-Time
Alert supervisors to coaching opportunities in real-time, live while agents are on their call. Live listen with a click and two-way chat with agents.
Workflows
Coach on hyperdrive. Balto’s AI workflows and optimized hotkeys let you speed through coaching and knock down 1 coaching session after the next.
Playlists
Save agents’ best, worst, most coachable, or whatever conversations you want to a Balto Playlist for instant sharing and speedy review.
Sentiment
Automatically surface conversations with the most negative and most positive customer sentiment, so you never miss a critical issue or exemplary interaction.
Explore Balto’s AI Workforce
Measurable Impact on Your KPIs
Revolutionize Quality Assurance with Balto’s QA Copilot
In the fast-paced world of the contact center, maintaining high quality, timely, and efficient QA processes and outcomes is crucial to remain compliant, improve agent performance, and assure customer satisfaction. And yet, so many contact centers struggle with getting it right. QA Copilot eliminates manual QA scorecards and time-consuming QA processes by instantly QAing all calls according to your specific criteria. QA Copilot leverages best-in-class generative AI to score calls based on natural language with no constraining limitations, templates, or technical expertise needed.
Renewal by Anderson Delivers World-Class Homeowner Experience With Balto
Renewal by Andersen wanted structure for inside sales reps without forcing them onto a rigid script. Locking only the must-say lines in Balto's playbooks and leaving the rest in agents' own words — paired with real-time coaching alerts — lifted set rates across the board year-over-year and shaved days off the onboarding cycle.
How One Mnet Health Optimizes Compliance and QA with Balto
Medical billing agents at One Mnet Health were taking 150–300 calls a day with manual spot-check QA. After deploying Balto's Real-Time Guidance and BaltoGPT-driven reporting, compliance rates more than doubled — climbing from 30% to nearly 70% — while onboarding sped up and supervisors gained the data they needed to coach with precision.
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.
What You'll Get
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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 calls, 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 calls faster than ever, so all that’s left is verifying data entry and surfacing trends to leadership.