Real people quote it, order it, install it and stay on your account.

IT RavenIT RavenStoreQuote list

Balto

Available through IT Raven

  • Contact Center and CX

Balto is a contact center AI company that coaches agents in real time during a live call and can automate high-volume calls outright. Its signature is speed: rather than reviewing a call after it ends, Balto prompts the agent while the conversation is happening, surfacing the right answer, the next thing to say, or a required disclosure at the moment it matters. It learns from a company's own top performers and turns what they do well into prompts for everyone else. Beyond guiding people, it offers a voice AI agent that handles routine, repeatable calls on its own and hands off to a person with full context when needed. Balto is a software layer on top of the contact center you already run. It states more than 500 million calls guided in real time.

Best for

  • Contact centers that want to raise the floor across all agents by guiding them live, rather than only reviewing calls afterward.
  • Operations with high agent turnover that need new hires productive quickly and consistent on every call.
  • Regulated businesses that must ensure agents read required disclosures and follow scripts on every call, checked in real time.
  • Teams that want to automate high-volume, repeatable calls such as scheduling, order status and account verification.

A small team that only needs after-the-fact call review, without live guidance, may not need what Balto adds.

What they offer

CX and Conversational AI. Real-Time Guidance prompts agents live with answers pulled from your own content and playbooks. A real-time compliance checklist confirms required steps happen on the call. Coaching, automated quality scoring and analytics turn what happens on calls into feedback and insight, and call notes sync to your CRM automatically. A voice AI agent called Togo handles routine, repeatable calls end to end, then hands complex ones to a person with the full context.

Balto works alongside a Contact Center platform rather than replacing it, adding the live guidance and automation on top.

Proof

Customer stories Balto has published, told here without the customer's name.

A home-services company covering HVAC, plumbing and electrical work. Scaling its contact center, it had supervisors listening to calls one at a time and coaching after the fact. On Balto, new hires get live prompts from their first calls, required disclaimers and privacy language are locked in while agents keep their own voice on the rest, and every call is captured and transcribed so managers coach from real moments instead of a random sample.

A fast-growing credit union that ran quality assurance by manually listening to calls. It deployed Balto to put the next step in front of agents during the call and to make QA searchable, so leaders jump straight to the moments worth coaching, new starters are walked through the proven paths its best agents use, and more inquiries are settled on the first call.

A large senior primary- and specialty-care medical group. Its patient-services contact center books appointments across 65 providers and handles medications, refills and transport, more than agents can memorize. It rolled out Balto's real-time guidance, built from playbooks tailored to each kind of call, so a rep always has the right response in front of them, and the whole team took it up.

Good to know

  • Balto is the AI layer, not the contact center. Confirm it integrates with the platform and CRM you already use, since the guidance and notes depend on that connection.
  • The quality of the live prompts depends on the content and playbooks behind them. Ask what it takes to build and maintain that library.
  • Balto's product metrics, including calls guided, quality and compliance figures, are the company's own and describe its platform, not a promise about your results.
  • Product names and figures here are the company's own material.

Similar companies

They offer some of the same services. Add two or more and we quote them against each other.

  • 8x8 logo8

    8x8

    • Unified Communications
    • Contact Center and CX
    • Cloud and Infrastructure
  • Alvaria logoA

    Alvaria

    • Contact Center and CX
    • Cloud and Infrastructure
  • AmplifAI Solutions, Inc. logoAS

    AmplifAI Solutions, Inc.

    • Contact Center and CX
  • Assembled logoA

    Assembled

    • Contact Center and CX

How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.