Balto

Balto is a leading provider of real-time guidance technology for contact centers. The company's AI-powered platform assists agents during live calls, helping them deliver better conversations and improve key performance metrics. Balto's core product offering includes Real-Time Guidance, Real-Time Coaching, and Real-Time Quality Assurance. These tools provide agents with dynamic prompts, checklists, and notifications to guide them through calls, while also enabling managers to monitor interactions and provide timely coaching.

The company's technology integrates with over 60 softphones and major Contact Center as a Service (CCaaS) systems. Balto claims its solutions can lead to increases in sales, customer satisfaction scores, and faster agent ramp times. As of June 2023, Balto had guided over 200 million conversations in real-time. The company leverages this large dataset of call transcripts and interactions to continually refine its AI models and recommendations.

In 2022, Balto expanded its offerings by introducing Real-Time Notetaker, which uses generative AI to automatically summarize calls and reduce after-call work for agents. The company has also developed Spanish language capabilities for its platform to better serve bilingual contact centers. Balto positions its technology as a way for contact centers to improve compliance, increase revenue, and deliver more consistent customer experiences at scale.