Balto is a unified platform for contact centers that combines real-time agent assist, quality assurance automation, and agentic insights. It helps organizations improve agent performance, ensure compliance, and drive revenue through AI collaboration.
Key Features
- Real-Time Agent Assist – Provides agents with answers from knowledge bases during customer interactions.
- Quality Assurance Automation – Auto-scores 100% of interactions to replace sampling and deliver unbiased performance visibility.
- Insights – Analyzes every conversation to surface patterns and guide business decisions.
- Coaching – Delivers AI-recommended coaching tailored to individual agent performance.
- Compliance – Monitors interactions in real time, identifies risks, and maintains audit trails.
- Voice AI Agents (Togo) – Handles repetitive call types like scheduling and account verification with consistency.
- Notes – Generates real-time summaries of conversations.
Who It’s For
Balto serves contact centers across industries including health insurance, healthcare, property and casualty insurance, banking, collections, home improvement, and business process outsourcing.
Integrations
Balto integrates with leading contact center platforms such as RingCentral, NICE inContact, Five9, Salesforce, Convoso, and Genesys.
Key Benefits
- Unified platform combining agent assist, QA automation, and insights
- Real-time compliance monitoring and risk alerting
- AI-recommended coaching tailored to individual performance
- Auto-scoring of 100% of interactions, replacing sampling