What is Balto?

Balto is a comprehensive contact center AI platform that unifies agent assist, quality assurance automation, and agentic insights into a single system. It analyzes every customer interaction in real time to surface signals, guide agents, and improve performance across the contact center. Balto includes features like real-time agent assist, AI coaching, compliance monitoring, auto-scoring, and call summarization, and it integrates with existing CRMs and phone systems.

How to use Balto?

To use Balto, contact centers integrate it with their existing CRM and phone systems (e.g., Salesforce, RingCentral). Implementation typically takes a few weeks with minimal technical requirements. Once set up, agents receive real-time prompts, checklists, and answers during calls, while supervisors use dashboards for coaching, compliance, and quality scoring. Balto offers support throughout the onboarding process.

Core features of Balto

Real-Time Agent Assist: surfaces answers from knowledge base, CRM, and web during live calls
AI Coaching: provides real-time coaching moments and feedback to agents
Compliance Monitoring: scans 100% of conversations for compliance risks and alerts
Quality Assurance: auto-scores every interaction for full visibility
Call Summarization: generates accurate summaries in real time
Omnichannel Support: unifies voice and digital conversations
Voice AI Agents (Togo): handles high-volume repeatable calls
Insights & Analytics: GPT-powered trends and BaltoGPT for business questions