Balto
6.9/10Balto is a contact center AI platform. It gives live agents real-time guidance and automates QA scoring, coaching and call notes. It also offers an AI voice agent called Togo.
Data last updated November 2026 · Our methodology
Overview
Balto connects to a contact center's existing phone system and listens to calls as they happen. During a call it shows agents answers from the knowledge base, checklist prompts and reminders of required disclosures. Its modules include Agent Assist, automated QA that scores every interaction, AI coaching recommendations, Notes for live and post-call summaries, and Insights for analyzing conversation trends. Omnichannel AI keeps context as a conversation moves between voice and digital channels. Togo, the voice agent, handles repeatable calls such as scheduling, verification, intake and order status, and passes the caller to a person when needed. The September 2026 RTG3 release added an agent desktop that shows customer history as soon as a call connects. Balto suits voice-heavy, compliance-focused contact centers, especially in insurance, financial services, healthcare and collections. It reports more than 300 customers. Balto lists prebuilt integrations with more than 60 telephony and CRM providers, including NICE, Genesys, Five9, RingCentral, 8x8, Twilio, Zoom Phone, Convoso and Salesforce, and can ingest calls from systems with limited APIs. Pricing is not published and starts with a sales demo. A third-party index describes a single Balto Plus plan priced per seat, with Togo billed by the minute, and contracts that auto-renew annually with an 8% uplift. The main limitations are the opaque pricing and the speech recognition misses and app lag that some G2 reviewers report. Teams that work mostly in chat may get less value from it.
Our Rating
Who Balto is best for
Good fit
It is built for contact center agents, with real-time guidance, QA scoring and coaching.
Banking, insurance and collections are core verticals, and live compliance prompts support regulated calls.
It integrates with enterprise contact center platforms such as NICE and Genesys.
It claims HIPAA compliance and has healthcare customers.
Inside sales teams use it on calls, and a published case study reports higher win rates.
Pros & Cons
Pros
- Live prompts, knowledge answers and disclosure reminders reach agents during calls rather than in after-call review.
- More than 60 prebuilt integrations with telephony and CRM systems such as Five9, Genesys, NICE and Salesforce.
- Claims SOC 2 Type II, HIPAA, PCI DSS and GDPR compliance, which matters for regulated contact centers.
- Rated about 4.8 out of 5 from roughly 590 G2 reviews, with praise for call summarization and onboarding support.
- The vendor says most customers go live within 30 days.
Cons
- No public pricing. Every deal goes through a sales demo.
- G2 reviewers report missed phrases and inaccurate speech recognition.
- Some reviewers mention app timeouts, blank screens and lag in the prompts.
- Contracts reportedly auto-renew annually with an 8% price uplift unless cancelled 30 days in advance.
- Teams that work mainly in chat or email get less value than voice-heavy centers.
Key Features
Balto Pricing
Balto Plus
- Price set through a sales quote
- Agent Assist, QA, Coaching, Notes and Insights
- Per-seat pricing for all users, including managers
Frequently Asked Questions
Balto does not publish prices. A third-party index describes per-seat pricing on a Balto Plus plan, with the Togo voice agent billed per minute.
The master services agreement reportedly auto-renews for at least a year at the prior price plus 8% unless either side gives 30 days' notice.
Balto lists more than 60 prebuilt integrations, including NICE, Genesys, Five9, RingCentral, 8x8, Twilio, Zoom Phone, Convoso and Salesforce. It can also ingest calls from systems with limited APIs.
Balto lists SOC 2 Type II, HIPAA, PCI DSS and GDPR compliance.
Balto says most customers go live within 30 days, and larger rollouts take longer.
A third-party index reports real-time guidance in more than 20 languages.
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