The #1 Real-Time Agent Assist For Contact Centers
Real-time agent assist is Balto’s flagship contact center technology. Real time agent guidance integrates seamlessly with your phone system, listens to both agent and customer dialogue, and provides agents with live, in-the-moment guidance to help drive more effective and productive conversations.
Balto came out with the first market-ready agent assist in 2017
Join companies like Staples, RingCentral, AmTrust, Empire Today, Health Plan One, Humana, and GEHA, who all trust Balto in their contact center.
Real-Time Agent Assist By The Numbers
400 Million Calls Guided in Real Time
Backed by experience from over 500 million guided calls, Balto's Real-Time agent assist powers teams across every industry and use case.
500+ Positive G2 Reviews
Balto is the top-rated Quality Assurance software. Customers love our accuracy, easy setup, fast QA times, and quick ROI.
1 Billion Real-Time Recommendations
Balto's Real-Time Agent Assist has delivered over one billion real-time recommendations, powering agents on every call.
400 Million Calls Guided in Real Time
Backed by experience from over 500 million guided calls, Balto's Real-Time agent assist powers teams across every industry and use case.
500+ Positive G2 Reviews
Balto is the top-rated Quality Assurance software. Customers love our accuracy, easy setup, fast QA times, and quick ROI.
1 Billion Real-Time Recommendations
Balto's Real-Time Agent Assist has delivered over one billion real-time recommendations, powering agents on every call.
How Balto’s Agent Assist Works
Turn your agents into experts. Balto's Agent Assist equips agents with answers to customers' questions in real-time, instantly pulling information from your knowledge base.
1) Give Agents AI Answers When They Need Them Most
Agent Assist pulls data from your knowledge base, CRM, web, and top-performers to automatically surface answers during live conversations.
2) Coach Agents In The Moment
Real-Time Agent Assist identifies who needs coaching and delivers coaching suggestions directly to agents in the moment, when they can actually use them.
3) Make Improvements On The Call
QA faster, spot trends sooner—and let Agent Assist close the loop by pushing insights to agents in real time, so improvement happens on the call, not after it.
4) And so much more:
- Automatically summarize conversations and sync them to your CRM.
- Tag your top performers — Balto identifies their responses and scales them to other agents.
- Flag compliance risks live and guide reps to resolve them in real time.
- Launch competitions with built-in leaderboards
FAQs
Most customers are fully live with Balto’s real-time agent guidance within 45 days, though timelines may vary based on factors like contact center phone system and team size. To receive a more accurate estimate, we recommend requesting a demo—our team will review your current setup and outline a tailored implementation plan.
Balto pairs with popular CCaaS/voice platforms; we’ll confirm your exact stack on the demo.
Balto adheres to industry-leading security best practices, including compliance with PCI, PHI, and PII standards, and maintains SOC 2 certification. For a comprehensive overview of our security protocols and commitments, please visit our security page.
Yes, contact centers use AI agent assist for both inbound and outbound calls.
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.
See Balto in Action
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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.