Balto
Procurement partnerAbout
Balto is a contact center AI software company that provides a unified platform for real-time agent guidance, automated quality assurance, conversation insights, AI voice agents, and coaching tools. Founded in 2017, the platform listens to live calls and delivers in-the-moment recommendations to agents, auto-scores 100% of interactions, and surfaces actionable intelligence from customer conversations. Balto serves industries including financial services, healthcare, insurance, collections, and BP...
Details
VenSearch Intelligence
Ideal Customer
- Balto's sweet spot is mid-market to enterprise contact centers with 50 or more phone agents, and it is especially well-matched for teams of 200 or more agents in regulated industries such as financial services, insurance, healthcare, and collections.
- The ideal buyer persona is a QA, operations, or CX leader seeking to replace manual call sampling with 100% automated scoring, reduce agent ramp time, enforce compliance at scale, and consolidate real-time guidance, QA, coaching, and insights into a single platform.
Key Differentiators
- Balto's primary differentiator is being the first company to deliver real-time agent guidance to the contact center market (launched 2017) and its claim of the broadest CCaaS integration library in the category with 60-plus native integrations.
- It positions itself as the only closed-loop platform where real-time Agent Assist, QA scoring, coaching, and insights all operate on shared standards rather than siloed point solutions.
Industries Served
- Balto's core industry verticals are insurance (health, P&C, Medicare Advantage), financial services, healthcare, home services, retail, and business process outsourcing (BPOs).
- Additional verticals include telecommunications, collections/accounts receivable, and consumer services.
Service Coverage
- Balto is headquartered at 911 Washington Avenue, Suite 722, St. Louis, Missouri, and operates primarily across North America, with growing international adoption.
- The platform is cloud-based and supports distributed and remote agent deployments across any geography where an integrated CCaaS or softphone system is in use.
Partnerships
- Balto maintains referral, reseller, and technology partnership models open to VARs, MSPs, CX consultancies, and CCaaS platforms, with white-label options available for modular components.
- Named channel partners listed on Balto's partnerships page include master agents Telarus, AVANT, and UPSTACK, as well as technology partners RingCentral (also an investor) and Five9.
Company Size & Ownership
- Balto was founded in January 2017 by Marc Bernstein, Chris Kontes, and Davidson Girard, and is headquartered in St. Louis, Missouri.
- The company employs approximately 124–164 people depending on the data source and time of measurement, placing it firmly in the 51–200 employee range.
Compliance & Certifications
- Balto holds SOC 2 Type II certification and is listed as compliant with PCI-DSS, HIPAA, GDPR, ISO 27001, FedRAMP, and CSA Star Level 1 according to third-party vendor security profiling sources.
- The platform includes PCI/PHI/PII masking capabilities natively within its real-time guidance and QA scoring workflows.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
8 offeringsAgent Assist
Agent Assist provides real-time guidance to contact center agents during live calls, pulling answers from playbooks and knowledge bases mid-call. It surfaces relevant scripts, objection handling, rebuttals, and compliance checklists at the moment they are needed, without agents leaving the call. It also identifies caller intent before agents say hello and generates dynamic prompts based on what is being said in the conversation.
AI Agents (Togo)
Togo is Balto's AI voice agent that handles high-volume, repeatable contact center calls such as scheduling, order status, and account verification end to end. It is trained on top-performing agent conversations and held to the same QA and compliance standards as human agents. When a conversation requires human judgment, Togo hands off to a live agent with full call context so customers never have to repeat themselves.
Automation Insights
Automation Insights is a feature within the AI Agents product that surfaces recurring conversation patterns and quantifies where AI agents can reliably take action. Each topic receives a readiness score based on resolution rate, how often conversations deviate from common paths, number of phases, and systems touched. This helps contact centers prioritize which call types to automate first before committing to deployment.
Coaching
Balto's Coaching feature uses AI to identify coachable moments within each individual agent's own conversations and automatically builds ready-to-use coaching sessions with relevant call clips attached. Coaching recommendations are tailored to individual agent performance by linking specific behaviors across every conversation to outcomes. Managers select a focus area and Balto generates the coaching task, reducing the manual effort required to prepare sessions.
Insights
Insights analyzes every customer conversation to surface patterns, trends, and drivers behind contact center performance metrics. Managers can ask plain-language questions about their calls and receive answers drawn from the full call data set, not just a sample. It also identifies winning agent behaviors and can turn them into real-time guidance for the broader team.
Notes
Notes generates accurate, configurable call summaries automatically during and immediately after each interaction, then saves them to the agent's CRM. Summaries can be tailored to match industry-specific language and capture exact data fields required by the business, turning call notes into structured, filterable data. This reduces after-call work time and improves data integrity across the contact center.
Omnichannel AI
Omnichannel AI extends Balto's real-time guidance, QA scoring, coaching, and notes capabilities across voice, chat, email, and SMS in a single platform. Context is preserved as conversations move between channels and between human and AI agents, so quality and coaching remain consistent regardless of how a customer reaches out. All interactions across every channel are stored and scored in one unified system.
QA/QM
Balto's QA/QM product automatically scores 100% of contact center interactions using AI, replacing manual sampling with full coverage. Scores are available seconds after a call ends, and any score or metric can be drilled into to see the specific calls and moments behind it. An AI assistant called Kodi monitors calls over time, identifies gaps in the scorecard, and proposes updates for manager approval.
Considering Balto?
Our team will work with you to determine if Balto is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.