Real-Time Guidance
Guide Agents, Live On The Call

Real-Time Guidance enables agents to confidently navigate every conversation, resulting in happier customers, increased revenue, and better employee satisfaction.

Faster Ramp Time

More Conversions

Increase in CSAT

Calls Guided in Real-Time

Smart Checklists

Get your call flow right
every time

Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. When an agent says a checklist item, Balto hears it and automatically checks it off.

Dynamic Prompts

Guide agents through make-or-break moments

Automatically show agents what to say when callers ask questions, have concerns, or share critical information. Agents always know the most effective way to answer a question or move a conversation forward. 


Form great habits and maintain a unified voice

Backed by decades of habit-forming psychology, Balto gives instant feedback and reinforces positive behaviors. Agents form great habits and always leave customers with the same feeling of your company’s brand.


Keep your team engaged and performing their best

Balto makes the experience more enjoyable for agents. Challenges, leaderboards, and badges increase engagement and make the job more satisfying. Because if your agents are satisfied, so are your customers.

“Real-Time Guidance just keeps them engaged and more confident. So, they’re not as fearful when they come out in their roles on the phones. We’ve had new hires that sounded just like our seniors.”

Randi Gabel, Collections Floor Manager, Accelerated Receivables Solutions

“We had peace of mind knowing that our teams will have the best technology at the helm when dealing with the most challenging situations.”

Jessica Stillman, Director of Call Center Operations, Amtrust

Agent Customization

Harness the best of agent ingenuity through Balto’s agent customization features.

Agents can make each call their own by customizing the Balto app with different colors, animations, and themes, including night mode. 

Agents can try out different talk tracks to highlight their individual strengths. Balto rewards creativity by scaling successful variations out to the rest of the team so you can share what works at the push of a button. 

Crowdsource Best Practices

Consumer needs are always changing – and so should your talk track

Balto’s AI takes the guesswork out of scaling your talk track and helps you stay ahead of the curve by crowdsourcing what works, testing it out, and making recommendations on how you can strengthen your calls.


Work doesn’t always have to feel like work.

Motivate your agents with Balto’s gamification features, including targeted challenges and badges that create powerful engagement opportunities. 

Give your agents instant in-app rewards for improving the skills that impact business outcomes. With leaderboards, challenges, badges, and more, you can delight agents with virtual encouragement for a job well done.

Command Center

Live listen on every call

Your personal command center allows you to see which of your agents are on calls and live listen at the push of a button.

Sentiment Analysis

Find the calls that matter most

Sentiment analysis surfaces the most important calls for you to review to help you identify critical coaching opportunities.

Calls Explorer

Call recordings and expertly redacted transcripts, all in one place

Calls explorer lets you set custom filters so you can explore calls the way you want to. Access transcripts, redacted call recordings, and notable moments in one centralized location.


Ask Anything You Want to Know

Analyze calls instantly, answer questions about your contact center at scale, give yourself the ability to take action.

Remove Barriers to Manager Efficiency

Empower your managers with the intel and time-saving resources to drive your contact center performance to new levels.

Win Rate Analysis

Scale winning conversations instantly

Harness the power of collaborative AI. Automatically compare the effectiveness of phrases  — like rebuttals and de-escalation statements — across all agents. Then, automatically show all agents the winning phrase with the press of a button.


Know what’s happening on 100% of calls

Balto’s AI automatically analyzes every conversation and makes data available in easy to read reports. See who’s adhering to best practices or going off script. Reverse-engineer your top performers by understanding which of their behaviors drive positive call outcomes. All without ever listening to call recordings.

Playbook Designer

Design excellent conversations.
Roll them out with one click.

Easily customize what to show agents and when. Oh, and there’s no code involved. Just click, type, and publish. Not sure where to start? Balto provides winning templates aggregated from millions of guided calls.

“It’s not just the listening part of Balto that’s a huge time saver for myself and my lead…. it’s also housing the information in a quick access point for agents and Balto being this slender little strip on the side of their screen — beautiful!”

Shannon Arlint, Call Center Manager,
EO Media Group

“It’s like having a manager at the agents’ desks at all times!”

Sean Wheaton, Contact Center Manager,
UGA Finance

NEW Embedded Balto

Better conversations with fewer clicks

Embed Real-Time Guidance right where you need it. By integrating directly within major softone and CMS platforms, Balto is part of the essential workflow that agents use everyday. For IT teams, it’s one less app to manage.

Full Real-Time
Guidance Feature List

The Incredible Impact of Real-Time Guidance

Thumbnail Image for Accelerated Receivables Solutions and Balto case study

Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance

Time to Read 3 minutes
The combination of AI-driven Real-Time Guidance and customized industry playbooks takes the pressure off agents in a collections business relying on compliance confidence The Challenge Keeping agents self-assured, engaged, and compliant in a high-stress industry The collections business can take…
Read Case Study Accelerated Receivables Solutions Shifts Risk To Reward With Balto’s Real-Time Guidance

“Balto is a life saver!”

– Destiny H., Agent Review on G2

Ready for an AI-Powered Contact Center Right at Your Fingertips?