Balto
Real-time AI guidance that coaches contact center agents while they are on the call.
About
Balto, founded in 2017 in St. Louis, is a real-time-first agent assist platform: during live calls it pushes script prompts, compliance reminders, and objection cues to agents, alerts supervisors when a call goes off-track, and then auto-scores 100% of conversations against configurable scorecards for QA and coaching. Its 2026 RTG3 release adds an intelligent agent desktop with pre-call customer history, background AI research (competitor reviews, provider details), and sourced answers from Balto Cloud or a customer's SharePoint that cite their exact article and section. Pricing is quote-based per agent (third-party estimates put it around $100+/user/month), and it targets regulated industries like healthcare, finance, and insurance with audit trails. Reviewers rate it 4.8/5 on G2 (587 reviews).
What it can do
- Real-time in-call guidance and prompts
- Compliance reminders and audit trails
- Auto-QA scoring of every conversation
- Supervisor alerts and live coaching
- Intelligent agent desktop with sourced answers
Setup
- Contact sales for a per-agent quote and evaluation.
- Connect your CCaaS telephony and knowledge sources (SharePoint, docs).
- Configure real-time prompts, compliance rules, and QA scorecards.
- Roll out the RTG3 agent desktop and supervisor alerts.
Prerequisites
Existing contact center telephony; quote-based enterprise contract.
Use cases
Works with
Trust score — 8/10
Scored 8/10 (verified tier, metrics-v1). Evidence: Real-time-first agent assist founded 2017 (St. Louis); G2 4.8/5 across 587 reviews; In-call guidance, compliance prompts, supervisor alerts, and 100% auto-QA scorecards on shared standards; 2026 RTG3 release: intelligent agent desktop with pre-call customer history, background AI research, and sourced answers; Pricing is quote-based per agent (~$100+/user/mo per third-party estimates); targets regulated industries.
Sources
Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.