# Balto

> Balto is a St. Louis enterprise software company that listens to contact-center conversations and helps agents, supervisors, quality teams and executives while the work is happening. What began in 2017 as Marc Bernstein's Excel macro for handling sales objections has become a B2B AI platform spanning real-time agent guidance, automated notes, QA scoring, compliance monitoring, coaching, conversation insights and voice agents. Its wedge is timing: instead of limiting intelligence to a post-call dashboard, Balto tries to intervene before the conversation is lost.

- **Founded:** 2017
- **Headquarters:** St. Louis, United States
- **Founders:** Marc Bernstein (CEO and co-founder), Chris Kontes (Co-founder), Davidson Girard (Co-founder)
- **Team size:** Approximately 140 employees in the supplied record; Balto's older public culture page said more than 170
- **Products:** Real-Time Guidance / Agent Assist, Real-Time Coaching, Quality Assurance, Notes / Real-Time Notetaker, Insights
- **Notable:** Reached 100 million guided conversations in January 2022, 200 million in June 2023 and 300 million in August 2024., Balto and its G2 listing reported more than 500 million guided conversations and service to 300-plus organizations by 2026., Named a Gartner Cool Vendor after helping define the real-time guidance category.

## Products & services

- **Real-Time Guidance / Agent Assist** — Listens to live conversations and surfaces context-aware prompts, checklist items, resources and required language inside the agent workflow.
- **Real-Time Coaching** — Detects coachable moments, alerts supervisors and carries coaching feedback into future live calls.
- **Quality Assurance** — Scores calls against configurable natural-language scorecards and explains the result so QA teams can review exceptions rather than small random samples.
- **Notes / Real-Time Notetaker** — Produces post-call summaries and structured notes that agents can send to CRM and ticketing systems.
- **Insights** — Lets leaders query and trend conversation data to identify reasons for calls, sales blockers, recurring complaints and shifts in sentiment.
- **Compliance** — Scans interactions for required disclosures and risky language, then routes possible issues to supervisors or legal reviewers.
- **Togo Voice AI Agents** — Voice agents for defined contact-center workflows, integrated with Balto's wider conversation platform and governed by a dedicated service addendum.
- **Omnichannel** — Extends Balto's conversation analysis and assistance beyond voice into additional customer-service channels.

## Achievements

- Reached 100 million guided conversations in January 2022, 200 million in June 2023 and 300 million in August 2024.
- Balto and its G2 listing reported more than 500 million guided conversations and service to 300-plus organizations by 2026.
- Named a Gartner Cool Vendor after helping define the real-time guidance category.
- Named to Fast Company's Best Workplaces for Innovators list in 2023.
- Named a 2024 CRM Top 100 Company for Customer Service and a 2024 CCW Automation Solution of the Year.
- Won the 2026 CCW Excellence Award for Cloud-Based CX Solution of the Year.
- Expanded multilingual conversation AI to more than 20 languages in August 2025.

## Latest updates

- **2026-07** — Balto presented a refreshed model of agent assist built around AI-supported real-time guidance.
- **2026-06** — Balto won Cloud-Based CX Solution of the Year at the CCW Excellence Awards.
- **2026-03** — Balto published deployment lessons for voice AI agents and added formal terms for its Togo Voice AI Agent service.
- **2025-10** — Balto announced omnichannel support beyond its original voice-call focus.
- **2025-09** — Balto introduced a more nuanced sentiment-analysis model.
- **2025-08** — Multilingual conversation AI became available in more than 20 languages.
- **2025-04** — Spring release expanded Insights, Coaching and Compliance across the AI Workforce platform.

## Links

- Website: https://www.balto.ai/
- LinkedIn: https://www.linkedin.com/company/baltosoftware
- Twitter/X: https://twitter.com/balto_ai
- YouTube: https://www.youtube.com/channel/UCxH76ba6JWMElLgofZgJ9-Q
- Facebook: https://facebook.com/baltosoftware/

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Profile page: https://yespress.io/balto
Published by YesPress — https://yespress.io
Last updated: 2026-08-22