Balto

Balto is the AI workforce platform for contact centers, combining real-time agent assist, automated QA, coaching, and AI-generated notes in one unified system.

Overview

Most contact center software either replaces agents with bots or audits a tiny sample of calls after the fact. Balto takes a different approach: it listens to live conversations and guides agents in real time with dynamic prompts, answers, and compliance reminders, then automatically scores every interaction, coaches agents, and writes the call summary. Real-time guidance, post-call QA, and coaching all run on shared behavioral standards, so the audit trail always matches what agents were told to do on the call.

The platform serves 300+ contact centers across healthcare, banking, insurance, and BPOs, with more than 500 million interactions guided. It integrates with 60+ CCaaS platforms and dialers (NICE CXone, Genesys, Five9, Talkdesk) and supports voice, chat, email, and SMS with 20+ languages.

Key Features

• Real-time agent assist: sub-second on-screen prompts, knowledge-base answers, and objection handling while the conversation is live.
• Automated QA on 100% of interactions: scores every call against customizable scorecards instead of sampling 1-2%.
• AI coaching: automatically identifies the calls and moments that matter most, bundling them for supervisor review.
• AI Notes: drafts call summaries and populates CRM fields automatically, cutting after-call work by roughly 60 seconds per call.
• Compliance enforcement: real-time disclosure and script prompts aligned to HIPAA, CMS Star Ratings, FINRA, Reg E, and GLBA standards.
• Agentic insights: turns every interaction into searchable business intelligence, surfacing trends across the operation.

💳 Pricing

Balto does not publish standard pricing. Plans are quote-based and depend on seat count, modules, and contract length; contact sales for a custom quote. Most integrations take roughly 45 days to deploy.

Who Is It For

Designed for mid-market and enterprise contact centers — especially regulated ones in healthcare, banking, insurance, and collections — that want live agent guidance plus automated QA. Not ideal for very small teams that only need a simple chatbot.