Born from the sales floor
In 2017, friends Marc Bernstein and Chris Kontes worked alongside one another in telesales. Like any greenhorns in sales, when objections arose on calls, they forgot their training in the heat of the moment. Sales were lost and it was an endless cycle of re-training and lost calls. Rinse and repeat.
Not just any tech company
Over half of Balto employees (aka Baltonians) have prior experience working in the contact center, sales, customer service, and collections spaces.
A new category is born
Through continued development and refinement, the small, homegrown macro solution that assisted Marc on his calls evolved into what would become an entire new market category of call conversation optimization solutions. While AI was being used at the time to perform post-call analysis, what set Marc's and Chris' solution apart was that their technology was real-time, giving agents assistance live on calls, not after the call when it was too late. Chris and Marc coined the new innovation "real-time guidance," and Balto was born.
