Turn every customer interaction into better agent performance
Balto's AI call center coaching software finds the moments that matter and builds ready-to-use coaching sessions for every agent, so feedback is faster and more effective.
No more random listening
Stop spending your day listening to random conversations, hoping to find something useful. Balto's call center coaching software automatically surfaces the impactful coaching opportunities for you, so every session targets what moves performance.
Click. Listen. Coach.
Pick an agent, go right to the conversations that matter, listen to the key moments, and start coaching. No scrubbing through full recordings to find the one moment worth a conversation.
Coaching sessions served fresh
Access ready-made coaching sessions, tailored by agent and packed with fresh, practical coaching ideas you can use in your next one-on-one. Balto's agent coaching software builds them from each agent's own conversations and delivers them straight to your team.
Help while the call is still happening
Coaching after the fact fixes the next call. Live Listen fixes this one. See who is on a call right now, drop into the audio with one click, and message the agent while they are still talking. The customer never hears a thing.
This is a working replica. Click any agent to open them, or use the headphone icon to listen in on a call that is happening right now.
Live Listen and real-time alerts caught an account before it walked out the door. The story travelled: another health plan heard it and started referring Balto.
An alert fired on a student safety call. A university leader stepped out of a meeting, listened in, and coached the advisor through it while the call was still going. Before Balto, that was a scramble to find help.
He left and he jumped and he listened in on that call and was able to coach that advisor through and take it.Abilene Christian University
Their team leans on Live Listen to find calls, read the transcript, rewind, and message reps the moment they need a hand.
I love that feature.AmaWaterways River Cruises
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 hotkeys let you speed through coaching and knock down one 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 an exemplary interaction.
What coaching gives managers back
Real results customers reported after moving coaching onto Balto. Pick an outcome to see them.
Supervisors at BrightBridge Credit Union cut the time it takes to get ready for a coaching session by three quarters.
Zander Insurance moved five more agents onto each manager and saved 33% of manager salaries.
Balto's AI reviews every interaction, not a sample, so the coaching opportunities come to you instead of the other way around.
Explore Balto's AI workforce
Agent Assist
Real-time guidance, knowledge base answers, and objection handling while the conversation is live.
DiscoverInsights
Ask what is driving contacts in plain language and get an answer drawn from every conversation.
DiscoverQuality
Channel-specific scorecards, applied to 100% of interactions instead of a hand-picked sample.
DiscoverNotes
Summaries and CRM fields written automatically, so after-call work stops eating into handle time.
DiscoverAI Agents
Togo handles routine conversations end to end, then hands a person the full context when one is needed.
DiscoverOmnichannel AI
Voice, email, chat and SMS stored and scored in one platform, so quality and coaching stay consistent across every channel.
DiscoverFAQs
Call center coaching software helps managers find the right moments in agent conversations and turn them into focused, repeatable feedback. Instead of listening to random conversations, leaders see exactly where an agent struggled or succeeded, then coach on what actually changes performance. Balto's version uses AI to surface those moments and build ready-to-use coaching sessions for every agent automatically.
Balto listens to your conversations as they happen and analyzes every interaction, not just a small sample. It flags the moments worth coaching, like a missed upsell or talking over a customer, and packages them into agent-specific coaching sessions. Managers pick an agent, jump straight to the key moments, and give feedback in minutes instead of digging through full recordings.
Yes. Balto's AI reviews 100% of your interactions and automatically surfaces the conversations that matter most, so you are not guessing where to focus. You can ask it in plain language and it returns the exact moments ready for review and coaching.
Manual monitoring means listening to a handful of random conversations and hoping to find something useful. Balto reviews every interaction and brings the impactful moments to you, tied to the agent and the skill. Coaching becomes targeted and consistent across the whole team, rather than based on whatever a supervisor happened to overhear that week.
Yes. Balto builds coaching sessions tailored to each agent, drawn from their own conversations. You pick an agent, describe what you want to work on, and Balto finds the relevant moments, like calls where they lacked confidence or spoke over a customer. Every agent gets specific, relevant feedback instead of generic advice.
Yes. Balto works with your existing telephony, CCaaS, and CRM, with 60+ built integrations and a dedicated integration team, so there is no rip-and-replace. Coaching, QA, and Agent Assist run on the same platform and the same data, which keeps standards consistent across every conversation your team handles.
Most teams are fully live within about 45 days, though the exact timeline depends on your phone system and team size. Balto layers onto the tools you already use rather than replacing them, and your coaching sessions are generated automatically from real conversations, so managers can start coaching almost immediately, with a dedicated specialist guiding setup.
Yes. Whether your team is closing deals or resolving issues, Balto surfaces the coachable moments that matter for that work, from objection handling and upsells to empathy and first-contact resolution. The same platform coaches sales and support agents on the behaviors that drive your specific goals, using each team's real conversations.
See it on your own conversations.
We'll connect Balto to your phone system and walk your supervisors through the first coaching sessions it builds from your own calls.
Book by phone
+1 (405) 864-4645Call and speak directly with our AI agent to schedule your demo, available 24/7, no wait time.
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