Balto

What is Balto?

Balto is a real-time guidance platform for contact centers. It supports agents while they are on live calls with customers, providing in-call guidance, coaching, automatic note-taking, conversation analysis, and Quality Assurance (QA) tools. These capabilities are designed to raise customer satisfaction, increase revenue, and reduce post-call work through automation. Balto integrates with softphones, CCaaS, and UCaaS systems, making it a fit for businesses in insurance, financial services, healthcare, and retail. By delivering insights, scoring calls, and supporting compliance, it aims to improve both the customer experience and day-to-day contact center operations.

Who created Balto?

Balto was founded by Marc Bernstein and Davidson Girard. The company focuses on real-time guidance, coaching, automated note-taking, conversational analysis, and QA for contact center agents, with the goal of better on-call communication, happier customers, and more revenue.

Key Features

• Live guidance: The Smart Checklist and Dynamic Prompts surface key talking points and suggestions during calls.
• Coaching and support: Agents receive real-time coaching alerts and can use live chat with managers for immediate help on important calls.
• Automated note-taking: Single-click notes are generated automatically, simplifying post-call work.
• Conversation analysis: Analysis tools identify areas where agent communication can improve.
• Quality Assurance: The QA service scores calls to help teams maintain consistent communication standards.
• Integrations: Balto connects with CCaaS, UCaaS systems, and softphones to keep workflows consistent across platforms.
• Industry-specific tools: Tailored functionality is available for insurance, finance, healthcare, and retail.