Guidance =
Nearly Unlimited Possibilities

Balto, the #1 Real-Time Guidance for Contact Centers​


4.8 Stars On G2

0 MM+
Calls Guided
$ 0 MM+
Revenue Attributed to Balto

Balto's Real-Time Guidance Has 2 Tools To Maximize Revenue

Real-Time Coaching for Agents

The only way to consistently scale "perfect" to thousands of agents.

Real-Time Management for Managers

The only way for management to coach perfect behaviors at scale, maintain quality, and know what's working and what's not.

Real-Time Coaching

Agents execute managers’ best practices on every call, which leads to perfect behaviors at scale. 

Powered by AI, Balto’s Real-Time Coaching listens to both sides of a conversation and visually prompts agents with the best thing to say, live on every call.

Balto’s Real-Time Coaching has five important features.

Smart checklist

Balto helps agents get your call flow right every time

Balto reminds agents of your call flow so that agents stay on track and effectively carry out conversations.

When an agent says a checklist item, Balto hears it and automatically checks it off.

When the final item is said, Balto shoots confetti to reinforce the good habit of successfully completing the call.

Dynamic prompts

Balto helps agents always know key statements, word for word, during every call. 

Balto listens to both sides of a conversation and automatically shows agents what to say when they need it most.

Successful rebuttals, compliance statements, and exact product knowledge instantly pop up when agents need them most. 

Agents using Balto always know the most effective way to answer a question or move a conversation forward.  


Balto helps agents form great habits and managers ensure a unified contact center voice. 

Backed by decades of habit-formation psychology, Balto’s Notifications give agents instant feedback on keywords, soft-skills, and other habits they need to get right every time.  

Agents using Balto form great habits and always leave customers and prospects with the same feeling of your company’s brand.

Sticky note

Balto helps agents remember new strategies and  contests. 

With the click of a button, management instantly puts a sticky note on each agent’s computer. Some of our best customers use the sticky note in these ways.

  • New strategies (like, try the assumptive close)
  • Contests (like, whoever uses the most checklist items this week wins a $200 Amazon gift card)

Agents using Balto always remember your reminders.  


Balto shows agents how they’re doing compared to other agents.

Balto’s Leaderboard updates in real-time based on how well agents use Balto.  Agents can access the leaderboard online or, if they’re in office, managers can put the leaderboards on big TVs.  

Leaderboards hold agents accountable and create competition which leads to better results.

Real-Time Management

Management at contact centers use Balto to ensure agents use their best practices and guide the entire contact center to more revenue. 

Balto’s Real-Time Management has four important features.

Agent Performance Dashboard

Know what’s happening on 100% of calls. 

Balto automatically converts every call into data.  This data goes to a dashboard and shows individual agent and  overall team performance. With Balto, you know exactly who’s adhering to best practices, saying compliance statements, and much more. 

With the click of a button, you can see transcript snippets of a call, so you can get context without listening to the entire call.  

Gone are the days of listening to full call recordings.

Win Rate Analysis

Automatically know what leads to more revenue.

Balto’s Win Rate Analysis automatically analyzes data on the effectiveness of specific phrases across all agents. These phrases typically include rebuttals, de-escalation statements, and detailed product positioning. 

Once there’s enough data, Balto automatically shows agents which phrase is most effective, so they can win more calls.  

Automatically analyzing wins and pushing what’s working best to agents is the new normal.

Trend Analysis

Track trends that lead to transformation. 

With Trend Analysis, you can look at agent trends, consumer trends, or competitor mentions in real-time. 

These trends inform high-level strategy and show you how to drive more revenue through your contact center. 

Playbook Designer

Continuously act on data and see revenue grow.

In the Agent Performance Dashboard, you have access to data that shows what’s working and what’s not. With the push of a button, you can use this data to make changes at scale. 

You can send agents new winning phrases, important points, reminders, and competitions which immediately appear on every agents computer. The best part? There’s no code involved. Anyone can easily make these changes. 

With Balto, there’s no excuse to stop improving your metrics. 

Guaranteed Success with Balto

When you succeed, we succeed. By partnering with Balto you will get a dedicated Customer Success Manager whose job is to help you maximize your value. Here is what you can expect:

1. A Thoughtful Onboarding Experience. Onboarding is our chance to give you a first impression. Once the technical parts of Balto are setup, you’ll meet with your customer success manager to talk about what success looks like for your business. You’ll see just how easy it is to use Balto’s many features. You’ll have all the tools, knowledge, and support to be as successful as possible.

2. Training and Best Practices. Getting your team excited is just as important to setting up a great Balto playbook. You will have access to individualized training to make sure your agents and managers can get the most value out of your investment

3. A Statistically Valid Experiment. Once you and your team are set up with Balto, we’ll set up a test to measure impact. Your Balto Customer Success Manager will listen to your goals and provide ongoing insights into how we’re tracking toward week over week improvement.

4. A Dynamic Experience.  We at Balto like to innovate and pursue data driven decisions. If there is opportunity to improve, you can count on your Balto Customer Success Manager to explore it. You will find that leveraging real-time capabilities within Balto opens the doors to many new and exciting user experiences.


"The Best Technology with the Best People"

Balto's powerful recognition software is second to none and has allowed our business to transform the way we think, perceive, and conduct sales over the phone. Not only is the technology powerful, but the support and staff is superb. Balto has invested time in hiring the most educated, skills professionals in the industry that helped us develop a customized use for the technology. This isn't an "out of the box", plug a play tech. This is transformative, and we are grateful for the insights we have gained from the team.
Sean C.
Human Performance Expert

Frequently Asked Questions (FAQs)

Balto’s technology uses a combination of artificial intelligence, machine learning, and advanced  natural language processing.

No. Balto is the anti-script. 

Scripts don't sell.  Scripts don't give great experiences. Scripts are robotic and unnatural.

When's the last time you read off a piece of paper to talk to someone? 

Balto's Real-Time Guidance gives agents everything they need to follow best practices while having great conversations. 

All Balto interactions are PCI, PCH, PII, and HIPPA compliant. All data is scrubbed of PCI information. Balto has bank-grade encryption. All data is encrypted in transit and at rest.  Please review our security page for more information.

When an agent starts a call, Balto will automatically start.   Balto is a slender application that sits on the right or left side of an agent’s screen. 

Throughout the call, Balto will visual prompt agents with real-time recommendations that you set up with the help of your customer success manager. 

Balto is very easy to use. 

Contact centers typically see major improvements in metrics in just 45 days. 

Yes, Balto is 100% customizable and it’s super easy to customize.  

Anyone in management can make changes without knowing any code or special syntax. 

Customers describe Balto as "a coach on rep's shoulders."

Balto only provides recommendations when agents need them most.

In other words, it's not distracting. 

With Balto, you'll have access to a dedicated support channel.  Within an hour of sending a message, you'll hear from a human. At Balto, we don’t use bots for customer success.

At this time, you need a softphone system used from a computer (if you’re plugging your headset into the computer to make calls, you can rest assured that Balto will work on your system). See the phone systems we've already integrated with here.

Have more questions? Email us at or call us at (855) GO-BALTO.