Balto
Balto is an AI-powered platform designed to offer real-time guidance to contact center agents. It assists in ensuring agents communicate ef...
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What is Balto?
Balto is a real-time call guidance tool and AI workforce for contact centers that assists agents by providing dynamic prompts, compliance checklists, and coaching alerts during customer interactions. The platform unites agents and supervisors with AI to power better agent performance, helping businesses prevent missed sales opportunities, costly compliance mistakes, and negative customer experiences. Balto listens to every call and provides real-time agent assist, automated scoring/quality assurance, coaching workflows, call notetaking and summaries, compliance flags, and analytics insights.
Key features include Agent Assist (equips agents with answers to customers' questions in real-time from your knowledge base), QA Automation (auto-scoring every interaction to evaluate 100% of calls), Insights (transforms conversations into reliable business insights), Coaching (AI-tailored coaching recommendations based on individual performance), Compliance (real-time monitoring to identify risk and maintain audit trails), Notes (real-time summaries to reduce handle time), Omnichannel support (unifying voice and digital conversations), and Togo Voice AI Agents (handles high-volume repeatable calls like scheduling and order status).
Balto is designed for B2C contact center teams that directly impact revenue through customer interactions, particularly those with 10+ agents. It works with both inbound and outbound teams, integrates with softphone systems like RingCentral, Five9, and Convoso, and supports major CCaaS and CRM platforms. The platform is beneficial for new hires and less experienced agents, providing real-time guidance to help them navigate calls confidently and learn best practices. Balto has guided over 100 million calls, driven millions in increased revenue, and maintains a 4.7-4.8 star rating on G2.
Balto pricing
Pricing model: Free
Pricing depends on the number of seats needed and contract length. Balto does not offer a free tier or free trial. Entry-level pricing is approximately $60 per month per rep with an optional setup fee. Professional Plan is around $100/user/month and Starter Plan is around $50/user/month according to third-party sources. Balto offers personalized quotes - before purchasing, they review numbers together to ensure Balto pays for itself. Customers typically see $16% lift in sales, 53-second lower AHT, and 65% faster ramp time which justifies the investment.
Balto pros
- Real-time call guidance during live interactions
- Automates quality assurance by scoring 100% of interactions
- Agent Assist pulls answers from knowledge base instantly
- AI-tailored coaching recommendations for individual agents
- Real-time compliance monitoring with risk alerts
- Reduces average handle time by 53 seconds
- 16% lift in sales for customers
- 65% faster ramp time for new agents
- No IT required for making changes post-setup
- Agents trained in just 30-45 minutes
- Integrates with RingCentral, Five9, Convoso softphones
- Supports 20+ languages including English, Spanish, French
- Technical Success Managers handle integration work
- 4.7-star G2 rating with agent reviews
- Togo Voice AI handles repeatable calls at fraction of cost
- Real-time call summaries reduce manual notetaking
- Switches playbooks automatically for inbound/outbound calls
- Complete audit trail for compliance
Balto cons
- Requires 10+ agents (not ideal for smaller teams)
- Only works with softphone systems, not hard phones
- Does not integrate directly with CRMs
- Real-Time Guidance only for phone calls, not chat
- No free tier or freemium version available
- No free trial offered
- Setup fee optional at $60 per month per rep
- Implementation takes 45-60 days
- Pricing varies by seats and contract length (no transparency)
- Requires Windows or Mac computers only
- Complex sales cycle teams may not be best fit
- B2C contact centers only (not B2B focused)
- Chat feature only for Real-Time Coaching managers internally
- Doesn't support hardphone systems
- Custom integration builds add 15 days to timeline
Frequently asked questions about Balto
Who is Balto for?
The best Balto customers are B2C contact center teams that directly impact revenue through customer interactions. If your team has fewer than 10 agents or relies on a complex sales cycle, Balto may not be the best choice. Balto works with both inbound and outbound teams, and can automatically switch between playbooks if agents handle both types of calls.
How does Balto differ from CallMiner, Gong, or Observe?
Where other tools like CallMiner, Gong, or Observe surface insights after calls are over, Balto guides calls in the moment at scale. Balto provides real-time guidance during live calls rather than post-call analysis.
Is Balto difficult to implement?
Not at all. Technical Success Managers do most of the lifting during integration. The Customer Success team helps create first playbooks using best-practice templates. Agents and managers are trained in just 30-45 minutes. Once Balto is up and running, making changes is intuitive with no IT required.
What hardware and systems do I need?
All you need is a softphone system like RingCentral, Five9, Convoso, regular headsets for agents, and Windows or Mac computers. Balto is currently designed only for softphone systems and does not work with hardphone systems.
How long does integration take?
Most integrations take roughly 45 days to complete. If Balto needs to build a new integration for your team, it takes roughly 60 days to complete. After purchasing, the 30-45 days following will include softphone integration, playbook creation with Customer Success, and agent/manager training.
Does Balto integrate with CRMs?
Balto currently doesn't exchange information directly with CRMs. If your softphone runs inside a CRM, Balto can integrate with the softphone portion. Balto offers an API that can be used to access Balto data.
Is Real-Time Guidance only for phone calls?
Yes, currently Real-Time Guidance is only for phone calls. However, Real-Time Coaching includes a chat feature for managers to communicate internally with agents.
Do agents like using Balto?
The vast majority of customer agents love having Balto. Balto currently has a 4.7-star rating on G2 thanks in large part to reviews from agents.
What results do Balto customers typically see?
Balto customers typically see a 16% lift in sales, 53-second lower average handle time (AHT), and 65% faster ramp time for new agents. Before buying, Balto runs through the numbers to ensure these results and will be transparent if they don't expect them for your team.
How is Balto priced?
Pricing depends on the number of seats you need and your contract length. Before you buy, Balto will run through the numbers together to make sure it pays for itself. Entry-level pricing is approximately $60 per month per rep with an optional setup fee. You can use chat to talk with a real Baltonian or book a demo with the sales team for personalized pricing.