Balto

Balto enables agents to work with real-time guidance and automated QA across calls and digital channels. It combines agent assist, coaching, notes, and insights on a single platform to help contact centers improve performance and consistency. The system surfaces guidance during calls, scores interactions, and turns conversations into actionable data for leadership and coaching.

Balto operates across channels and integrates playbooks, knowledge bases, and data sources to support guidance, QA, coaching, and notes in real time. It emphasizes a unified experience where the same data and criteria drive coaching and QA across agent and AI interactions.

Balto offers features such as live-agent guidance, real-time summaries, and omnichannel AI that extends guidance and QA to call, chat, email, and SMS. The platform is designed to help teams capture, coach, and improve customer interactions as they happen.

Balto markets itself as a platform for contact centers, offering agent assist, insights, QA, and coaching on a shared real-time layer with integration to existing tools and data sources.

Use cases

• Agent-assisted real-time guidance to improve call outcomes
• QA and coaching at scale with automatic scoring
• Notes and data extraction for reporting and CRM input
• Omnichannel guidance across voice and digital channels