--- title: Balto Reviews meta_title: 'Balto Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 590 reviews by the users' company size, role or industry to find out how Balto works for a business like yours. aggregate_rating: rating_value: 4.8 review_count: 590 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Balto Reviews **Vendor:** Balto **Category:** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Average Rating:** 4.8/5.0 **Total Reviews:** 590 ## About Balto Balto is the AI workforce for the contact center. Balto delivers a complete contact center solution in a single license, uniting best-in-class Agent Assist, QA, Compliance, Coaching, Notes, and Insights in one cohesive platform. The result is value at every level of the organization: agents perform better, QA teams eliminate manual reviews, supervisors can coach at scale, and executive leaders gain clear visibility into conversation-driven business trends. Top-performing contact centers rely on Balto to protect revenue, reduce compliance risk, and improve customer experiences. To date, Balto has guided 500M+ conversations, supports 300+ customers, and leads our G2 category with 500+ five-star reviews. Products Include: - Real-Time Guidance (Agent Assist): Balto automatically provides agents with resources in real-time. - Quality Assurance: Balto automatically scores interactions. - Compliance: Balto automatically flags compliance issues. - Coaching: Balto automatically surfaces and delivers coaching recommendations. - Notes: Balto automatically summarizes conversations. - Insights: Balto automatically extracts insights from conversation data. ## Balto Pros & Cons **What users like:** - Users praise the **ease of use** of Balto, facilitating better performance and improving sales call outcomes. (49 reviews) - Users appreciate Balto for its **time-saving AI features** , enabling efficient call management and note-taking without disruption. (48 reviews) - Users appreciate the **accuracy** of Balto, finding its summaries and prompts highly effective in enhancing their calls. (22 reviews) - Users appreciate the **call recording accuracy** of Balto, enhancing their experience with detailed summaries and easy usability. (16 reviews) - Users appreciate Balto's **immediate support and guidance** , enhancing communication efficiency and overall user confidence. (16 reviews) - Users value the **time-saving capabilities** of Balto, significantly reducing manual input and enhancing productivity. (16 reviews) - Users love Balto for its **efficiency** , enhancing communication and saving substantial time with automatic data capture. (14 reviews) - Users love Balto for its **time-saving summarization** , effortlessly capturing conversation details for efficient reviews and feedback. (13 reviews) - Artificial Intelligence (13 reviews) - Automation (13 reviews) **What users dislike:** - Users face **call issues** with Balto, including bugs, recording failures, and difficulties retrieving past notes, affecting efficiency. (20 reviews) - Users experience **accuracy issues** with Balto, noting vagueness and difficulty in voice recognition during calls. (12 reviews) - Users find that Balto's **inaccuracy in suggestions** can lead to vague responses and missing important details. (11 reviews) - Users are frustrated by the **missing features** of Balto, including disappearing prompts and lack of scrolling functionality. (9 reviews) - Users often face **pop-up issues** that disrupt their workflow and hinder effective communication during calls. (7 reviews) - Users express frustration with **call limitations** in Balto, including tracking issues and real-time suggestion distractions affecting productivity. (6 reviews) - Users experience **slow performance** with Balto, noting lag and difficulty in logging in from different desktops. (6 reviews) - Users often experience **voice recognition issues** with Balto, leading to missed phrases and inaccurate recordings. (6 reviews) - Limited Customization (5 reviews) - App Functionality (4 reviews) ## Balto Reviews ### 1. The Pros and Cons of using Balto. **Rating:** 4.0/5.0 stars **Reviewed by:** Eric M. | Customer Service Representative Level 1, Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2024 **What do you like best about Balto?** The scripts and troubleshooting guide that pops up depending on the customers concern by picking up certain keywords and audio cues during the conversation. The installation is hassle free and you only need your email address to login. Once it is installed, you can use it everyday and right away without the need to reinstall it or any over-complicated setup. It does not cause conflict with other tools such as Zoom. Support is available 24/7 so anytime there is an issue, we can contact them to resolve it. **What do you dislike about Balto?** If the script or troubleshooting guide does not pop up, you need to look for it manually. There is no option to search them through entering keywords on the app. There also instances that "fillers" from the customer are being picked up as if the user is the one doing those fillers, which sometimes provide incorrect feed back. **What problems is Balto solving and how is that benefiting you?** It gives the user more effective way to assist the customer's concern through scripts and troubleshooting steps that pops up using audio cues. Because of this, I can efficiently assist the customer without wasting my time looking for resources. ### 2. Balto Keeps Calls Confident, Compliant, and Natural with Real-Time Coaching **Rating:** 5.0/5.0 stars **Reviewed by:** Schantera M. | Insurance Broker, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2026 **What do you like best about Balto?** What I liked best about Balto was how it helped me stay confident, compliant, and consistent on every call without sounding robotic. As a licensed insurance advisor, conversations move fast and clients can ask a wide range of questions. Balto helped guide the conversation in real time with prompts, rebuttals, and compliance reminders that made it easier to stay on track while still sounding natural and professional. I also liked that it helped improve objection handling and reduced the mental pressure of trying to remember every script, product detail, and required disclosure during back-to-back calls. It made onboarding and training easier, improved call flow, and helped me focus more on connecting with clients instead of worrying about missing important information. Another big advantage was the real-time coaching. It felt like having support during the call instead of only getting feedback afterward. That helped increase confidence, efficiency, and overall performance. **What do you dislike about Balto?** One thing I liked least about Balto was that at times the prompts could feel a little too scripted or repetitive, especially during more natural conversations where flexibility and relationship-building matter. In insurance sales, every client interaction is different, so there were moments where I had to balance following the guidance while still keeping the conversation authentic and personalized. There was also a learning curve in the beginning with navigating all of the features and alerts during live calls. Sometimes too many prompts at once could become distracting instead of helpful, particularly on fast-paced calls. I also think the platform could improve by allowing more customization based on an advisor’s personal sales style and experience level. Overall, while Balto was very helpful for structure, compliance, and coaching, there were times when it worked best as a support tool rather than something to rely on word-for-word. **What problems is Balto solving and how is that benefiting you?** Balto helps solve several major challenges that insurance advisors face during live client conversations, especially around compliance, consistency, objection handling, and call efficiency. As a licensed insurance advisor, there is a lot of information that has to be communicated accurately while still building trust and maintaining a natural conversation. Balto helps by providing real-time guidance, required disclosures, and conversation prompts so important details are not missed. It also helps reduce the pressure of trying to memorize scripts, rebuttals, and product information during back-to-back calls. Having real-time coaching available improves confidence, shortens ramp-up time for newer agents, and helps experienced advisors stay sharp and consistent. One of the biggest benefits for me was improved call flow and objection handling. Balto helped keep conversations focused, organized, and compliant while allowing me to respond faster and more confidently to client concerns. Overall, it helped increase efficiency, professionalism, and consistency, which can directly improve client experience and sales performance. ### 3. Exceptional Implementation Team Got Us Up and Running Fast **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew M. | Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2026 **What do you like best about Balto?** The software is great. But the implementation process was exceptional! The team we worked with was knowledgable, efficient, and did a fantastic job of getting us up and running with very limited interruption to the team. **What do you dislike about Balto?** I think that one thing I would say is an area where they can improve is in the functionality of the software. There are a couple of limitations that I think they are working on that will make this a much better user experience. However, it's already such a good system that I feel bad mentioning these slight improvement opportunities. **What problems is Balto solving and how is that benefiting you?** The ability for Balto to comb our calls (~900 per day) and provide actionable feedback is a huge win for us. It would take a team of people full-time hours to pull this level of data. It also keeps our callers on point while in the call and creates a better customer experience. ### 4. Efficient Script Management with Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Colten W. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2026 **What do you like best about Balto?** I like that Balto helps keep our agents on script, which ensures they are saying the right things every time they're on a call with a customer. It makes sure everybody stays on the same topics and says the same things, maintaining consistency. The initial setup was very easy. **What do you dislike about Balto?** I think maybe passing in more fields from our dialer could be improved. Instead of Playbooks being mapped by campaign, I would love it to be mapped by lead source. This way, when different lead sources come in, I could map a different script or playbook to that lead source. **What problems is Balto solving and how is that benefiting you?** Balto helps us keep our agents on script, ensuring they're saying the right things on calls and maintaining consistency across topics. ### 5. Effortless Multitasking and Note-Taking Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Doralis L. | Support Specialist, Writing and Editing, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Balto?** I use Balto when responding to calls. It helps me by being more effective and creates detailed wrap-up notes to easily copy and paste into other apps like Salesforce. Balto helps me by finding answers to basic questions, greeting customers correctly, and gathering notes while I'm working on other tasks. I like being able to address every detail the customer mentions because Balto listens to the whole conversation. What I like most about Balto is being able to multitask while also not missing any detail of the conversation because Balto takes down notes. I also enjoy how Balto gives me positive feedback and reminds me to sound more 'human'. Balto reminds me to not only address the customer's needs but also react to the customer's feelings. Additionally, the initial setup of Balto was extremely easy. **What do you dislike about Balto?** When I answered a few Spanish calls, it did not detect that I was pleasant, assertive, or empathetic with my customers. **What problems is Balto solving and how is that benefiting you?** I use Balto to respond to calls more effectively and multitask without missing details. It answers basic questions, gathers notes while I'm busy, and helps me greet customers correctly. The real-time feedback reminds me to sound more human. ### 6. Real-Time Analytics with Exceptional Support **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew T. | Director of Portfolio Management, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2026 **What do you like best about Balto?** I really love the real-time speech analytics tool Balto offers. It provides real-time insights into conversations, ensuring we cover everything necessary on calls to achieve one-call resolution. Balto acts as a real-time procedural safety net for our agents with the playbooks we write, providing greater compliance oversight and control. My team has really appreciated the direct client support model; we meet weekly with the client support management team to discuss results and customize the tool to meet our needs. This close partnership allows us to identify opportunities, strengths, and weaknesses in the software, helping us customize and advance the tool. Additionally, Balto's ability to ensure consistency in the overall caller experience, regardless of which agent is taking the call, is invaluable. This compliance and procedural safety net helps us be comprehensive and consistent in our daily interactions. **What do you dislike about Balto?** N/A **What problems is Balto solving and how is that benefiting you?** Balto provides a real-time procedural safety net, enhancing compliance oversight and ensuring consistent caller experience across agents. Its speech analytics tool offers real-time insights, helping us achieve one-call resolution. ### 7. Balto Delivers Actionable Insights and Stronger Agent Coaching **Rating:** 5.0/5.0 stars **Reviewed by:** Aliyah H. | Contact Center Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2026 **What do you like best about Balto?** Balto has been helpful for gaining insights, spotting trends, and coaching agents more effectively, which ultimately helps us improve our customer experience. **What do you dislike about Balto?** Creating a knowledge base inside Balto isn’t very fluid. I was hopeful that all the information I uploaded would feed into the more intricate parts; however, each piece requires its own individual upload. I’d like to see this better synced so it can support stronger integrations and work more smoothly overall. **What problems is Balto solving and how is that benefiting you?** Balto is benefiting the team by improving training , agent performance and improving our pricing b closing sales gaps. ### 8. Time-Saving Automation for Call Notes **Rating:** 5.0/5.0 stars **Reviewed by:** Vaibhav C. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Balto?** I really like using Balto for calls at my office as it records customer interactions and generates interaction notes instantly after the call, which I can easily copy and paste into my electronic ticketing system. It saves me time because I don't have to type anything manually. Balto listens during calls and provides prompts to respond to customers based on their requests, then automatically creates a paragraph for the notes section. The setup was easy, and it's my first time using it, and I like it. **What do you dislike about Balto?** I don't like that the user interface can't be resized. It occupies about 20% of my screen, and I can't make it smaller. **What problems is Balto solving and how is that benefiting you?** I use Balto for call interactions. It records CX interactions, takes notes automatically, and integrates with my electronic ticketing system. It's fast, generating notes instantly after a call, saving me time from manual documentation. ### 9. Excellent Customization with Outstanding Team Support **Rating:** 5.0/5.0 stars **Reviewed by:** Tony J. | operations manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2026 **What do you like best about Balto?** Having a partner like Balto has been great. The features are very helpful to our team and the implementation process was exceptional. Andrew and the team we work with are knowledgable, efficient, and do a fantastic job of getting us up and running. **What do you dislike about Balto?** the video monitoring has been an issue.. **What problems is Balto solving and how is that benefiting you?** the biggest benefit is the non booked calls that we are able to call back immediately and create new business ### 10. Revolutionized Our Process with Effortless Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Bianca M. **Reviewed Date:** January 30, 2026 **What do you like best about Balto?** I really appreciate that Balto has completely automated our process, which means we spend less time on manual work each week and it makes our work easier. It provides agents with dynamic prompts for the best discovery questions and rebuttals exactly when needed. I find it convenient that it uses a smart checklist to ensure agents hit every required talking point, preventing variations in service quality. What I like most about Balto is that it helps a lot with making our job more efficient. I value the scripting feature the most because it provides the steps needed to make our work easy. The initial setup was the easiest way I've experienced and I'd rate my likelihood to recommend Balto as a 10 out of 10. **What do you dislike about Balto?** None **What problems is Balto solving and how is that benefiting you?** Balto automates our process, reducing manual work and making our job easier. It provides agents with dynamic prompts and a smart checklist to maintain service quality, addressing inefficiencies effectively. ## Balto Discussions - [Can we make it capture keywords faster so it can keep up with our screen pops?](https://www.g2.com/discussions/can-we-make-it-capture-keywords-faster-so-it-can-keep-up-with-our-screen-pops) - 2 comments, 2 upvotes - [When was Balto created and for what industry was it originally intended for?](https://www.g2.com/discussions/when-was-balto-created-and-for-what-industry-was-it-originally-intended-for) - 1 comment, 1 upvote - [No questions.](https://www.g2.com/discussions/35606-no-questions) - 1 comment, 1 upvote - [Has there been any thought of Balto in a higher-education context ?](https://www.g2.com/discussions/30243-has-there-been-any-thought-of-balto-in-a-higher-education-context) - 2 comments - [View Balto pricing details and edition comparison](https://www.g2.com/products/balto/reviews/balto-review-4544873?section=pricing&secure%5Bexpires_at%5D=2026-07-17+01%3A37%3A48+-0500&secure%5Bsession_id%5D=96167a00-cc7d-46b0-8974-9f75279284c9&secure%5Btoken%5D=ad99d1ac6b0f7700b7513b23545ccd98160d72bf04fd8fd705b94c561389ee9a&format=llm_user) ## Balto Integrations - [8x8 Communication APIs](https://www.g2.com/products/8x8-communication-apis/reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [CallTools](https://www.g2.com/products/calltools/reviews) - [Close](https://www.g2.com/products/close/reviews) - [Convoso](https://www.g2.com/products/convoso/reviews) - [DialedIn](https://www.g2.com/products/dialedin/reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [MightyCall](https://www.g2.com/products/mightycall/reviews) - [Regal](https://www.g2.com/products/regal/reviews) - [Salesforce CRM Connector](https://www.g2.com/products/salesforce-crm-connector/reviews) - [Sangoma](https://www.g2.com/products/sangoma/reviews) - [Sangoma Unified Communications Platform](https://www.g2.com/products/sangoma-unified-communications-platform/reviews) - [Sinch](https://www.g2.com/products/sinch/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [TCN](https://www.g2.com/products/tcn/reviews) - [TLDCRM](https://www.g2.com/products/tldcrm/reviews) - [TrackDrive](https://www.g2.com/products/trackdrive/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [VICIdial](https://www.g2.com/products/vicidial/reviews) - [Vonage Business Communications](https://www.g2.com/products/vonage-business-communications/reviews) - [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews) ## Balto Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis **Quality Assurance** - Evaluation - Calibration - Reports **Data Ingestion** - Big Data Processing - Unstructed Data Processing - Processing of Various File Types **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Agentic AI - Sales Coaching** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Decision Making **Training** - Knowledge Base - Coaching Materials - Playbook Creation **Artificial Intelligence - Conversation Intelligence** - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Presentation** - Report Creation - Charts and Graphs - Tailored Content **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Feedback** - Review - Scorecard - Coaching Card - Leaderboard - Real-Time Updates - Notifications - Competition **Performance** - Integrations - Compliance **System** - Programming Language Support - Drag and Drop - Pre-Built Algorithms - Customizable Models **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Generation **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Balto Alternatives - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) - 4.6/5.0 (220 reviews) - [Gong](https://www.g2.com/products/gong/reviews) - 4.7/5.0 (6,504 reviews) - [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) - 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