Contact Center AI · Real-Time Guidance · QA · Coaching · Compliance
Balto
AI That Guides Agents Live During Every Call
Balto listens to every conversation in real time and prompts agents with the right answers, compliance reminders, and checklists — before they need them. AI-powered QA scores 100% of calls with 95% accuracy. One platform for guidance, quality, coaching, compliance, insights, notes, and screen recording.
Real-Time GuidanceAI QA ScoringCompliance MonitoringBaltoGPT InsightsAI NotesOmnichannel4.8★ on G2
400M+
Calls guided in real time
450M+
Real-time recommendations delivered
95%
AI QA scoring accuracy
4.8★
G2 rating (550+ reviews)
Platform Capabilities
Everything a contact center needs to improve agent performance, ensure compliance, and understand customer conversations — in a single unified platform.
Real-Time Guidance
AI prompts agents with answers, checklists, and dynamic scripts live during calls. AI Answers from knowledge base, CRM, and web. Auto-checking checklist items. Integrated QA scores visible to agents. Scales top agent best practices to the entire team.
Quality Assurance
AI scores 100% of calls with 95% accuracy against custom scorecards. Blends AI and manual scoring, natural language scorecard creation, rapid-fire review inbox for disputes and exceptions, score trends tracking over time. Enterprise roll-up view across geographies and divisions.
Agent Coaching
AI surfaces coaching opportunities automatically — no more random listening. Playlists for best, worst, and most coachable calls. Sentiment-based call surfacing, AI workflows with optimized hotkeys, ready-made coaching sessions tailored by agent.
Compliance
AI scans 100% of calls for regulatory and process adherence issues. Proactive real-time alerts during live calls, rapid-fire review inbox, automatic PCI/PHI data redaction, anchor points for edge cases, screen capture with synchronized audio.
Business Insights
BaltoGPT lets you ask open-ended questions across any set of calls. Weekly insights on AI transformation progress, GPT Trends tracking over time, evidence-based findings with call excerpts, seamless CRM and BI tool integration.
AI Notes
Call summarization AI generates structured notes within seconds and syncs to CRM. Customizable prompt templates for sentiment, materials, and next steps. Automatic PCI/PHI redaction, supervisor view with intelligent call browsing. Eliminates manual note-taking.
Screen Recording
Auto-start screen recording on all agent displays during calls. Pause/resume capability, multi-display support with separate video files, recordings accessible in Call Explorer, synchronized audio and visual review.
Omnichannel
Extends QA, compliance, coaching, and insights to email, SMS, and chat. Unified records with metadata, per-interaction QA scores with overall cross-channel score, channel-specific scorecards, historical upload support.
Core Technology
Guidance That Arrives Before the Agent Needs to Respond
Balto listens to the conversation using speech recognition and triggers AI prompts within milliseconds — giving agents the right information at the right moment without interrupting the conversation or putting callers on hold.
AI Answers pull from your knowledge base, CRM data, and the web. Checklists auto-check as agents complete steps. QA scores update live so agents know how the call is going before it ends.
What Balto delivers in real time:
- Dynamic scripts and objection-handling prompts
- AI-generated answers from knowledge base and CRM
- Compliance alerts before violations happen
- Auto-checking checklist items as they occur
- Live QA score visible to agent during the call
Balto platform modules
Real-Time Guidance
Live prompts, checklists, AI answers — during calls
Quality Assurance
100% call scoring at 95% AI accuracy
Agent Coaching
AI-surfaced coaching playlists and workflows
Compliance
Real-time alerts + PCI/PHI auto-redaction
Business Insights
BaltoGPT — ask questions across all calls
AI Notes
Auto-generated structured summaries to CRM
Screen Recording
Synchronized audio + visual call review
Omnichannel
QA and coaching for email, SMS, and chat
Why Balto
True Real-Time AI
Not post-call analytics — Balto guides agents live during conversations with dynamic prompts, checklists, and AI-generated answers from knowledge bases. Guidance appears within milliseconds of the trigger phrase, before agents need to respond.
95% AI Scoring Accuracy
Automated QA scoring handles even complex criteria with near-human accuracy, freeing QA teams to focus on exceptions and strategic insights instead of manually reviewing every call.
400M+ Calls Guided
Proven at massive scale across 150+ enterprise customers, with 450 million real-time recommendations delivered. Customers include Financial Corporation of America, American Homes 4 Rent, and Empire Today.
BaltoGPT Search
Ask open-ended questions across your entire call library — surface trends, identify customer pain points, and find evidence-based insights instantly. No need to manually sample calls or build custom reports.
Unified Platform
Single platform covers real-time guidance, quality assurance, coaching, compliance, insights, notes, screen recording, and omnichannel — eliminating the need for separate point solutions that fragment data and workflows.
Easiest Setup (G2)
Recognized by G2 for easiest setup among contact center AI platforms. Natural language scorecard creation and guided onboarding means teams are running in days, not months.
Awards & Recognition
G2 Summer 2025 — Best Relationship
Recognized for exceptional customer relationships with a 4.8 star rating from 550+ verified reviews on G2.
G2 Summer 2025 — Easiest Setup
Top-rated for implementation speed and simplicity in the Contact Center AI category on G2.
G2 Summer 2025 — Best Usability
Awarded for intuitive interface design serving both frontline agents and supervisors.
G2 Summer 2025 — Momentum Leader
Named Momentum Leader for rapid growth and market traction in the contact center AI category.
Trusted by 150+ Enterprise Contact Centers
Financial Corporation of AmericaOnLineAdvantageAmerican Homes 4 RentEmpire Today
Frequently Asked Questions
Add Balto to your contact center stack
Fibi sources Balto alongside other contact center AI platforms — real-time guidance, CCaaS integrations, and full platform comparisons at zero advisory cost to your business.