Balto

Balto is a real-time guidance platform for voice contact centers. It listens to live calls as they happen and surfaces prompts on the agent's screen: what to say next, an objection-handling line, a compliance warning, so the coaching happens during the conversation rather than in a review weeks later. Supervisors get real-time alerts when a call needs intervention, and the platform scores every call against a defined rubric instead of the 3 to 5 percent sample traditional QA teams manage to review.

The product is built for sales and support call centers where handle time, compliance, and conversion rates matter, particularly in regulated industries like insurance, collections, and healthcare where missing a required disclosure has real consequences. Managers use it to run coaching programs off actual call behavior rather than gut feel, since Balto auto-identifies the calls most worth reviewing and packages them into coaching sessions.

What separates Balto from most call analytics tools is timing: it acts mid-call instead of after the fact, so an agent gets a rebuttal suggestion while the customer is still objecting, not a note in a coaching session three days later. It also covers 100 percent of calls automatically rather than a small human-reviewed sample, which changes what supervisors can realistically catch and fix.