Balto · Platform

Balto

Contact center AI on the existing phone system providing real-time agent guidance, AI scoring of all interactions and the Togo AI voice agent.

Stated by the provider19 Oct 2026balto.ai ↗

Discuss your question with Sten Franke →View in the Prism

Capabilities and fit

What it is used for: agent assist
ETHORITY analysis20 Oct 2026
Task classification by ETHORITY. Check the product’s documented scope against your task.
Limitations: "Not a CCaaS or phone system; requires integration with an existing dialer or softphone"; "Not a full replacement for human-led coaching or training programs"; "Not designed for consumer survey research or non-contact-center workflows"
Stated by the provider20 Oct 2026balto.ai ↗
Prerequisite also stated: "Requires conversational audio or text data; cannot operate without access to interactions."

Data and controls

Certificates and audit reports: SOC 2 Type II (stated); PCI DSS (stated "PCI DSS certified")
Stated by the provider20 Oct 2026balto.ai ↗
Homepage FAQ: "Balto is SOC 2 Type II certified, HIPAA compliant, and PCI DSS certified"; security page only says "SOC 2 compliant". No scope, auditor or report availability published; no trust centre found. HIPAA and GDPR are laws, not certifications (badge text "GDPR Certified" is a provider claim). Not third-party verified.

Additional data conditions

Subprocessors and underlying models: AWS infrastructure named; LLM provider not named; no sub-processor list found
Stated by the provider20 Oct 2026balto.ai ↗
"We utilize state-of-the-art AWS infrastructure"; ai-info-page mentions "LLM-driven checklist prompts" without provider. Privacy policy names only web analytics/ad vendors and unnamed "cloud hosting provider". Data centres "located in the United States" (privacy policy).
Retention and deletion: Card numbers/phone numbers flagged and "does not save them to disk"; login credentials retained "as long as your account is active"; no general retention period
Documented by the provider20 Oct 2026balto.ai ↗
Partial only. Masking statement from https://www.balto.ai/security/. Terms of service silent on deletion on termination.

Product-specific conditions

Deployment: SaaS (cloud-based)
Stated by the provider20 Oct 2026balto.ai ↗
"Cloud-based implementation." No private cloud or on-prem option mentioned.
Organisation fit: Contact sales/demo only; no self-serve or free plan; "Trusted by 300+ leading customers" (contact centres, BPO)
Stated by the provider20 Oct 2026balto.ai ↗
No minimum seats stated.

Questions for the provider

Ask the provider which data region applies to your account.
Ask the provider whether your data is used to train models and which consent controls apply.
Ask the provider for the price, billing unit and required commitment for your scope.
Ask the provider which retention and deletion terms apply, including when the contract ends.

Areas, data and technology

Customer Service

Sources

What the source marks mean

Each mark shows what kind of source backs a fact. Open the fact to read the source, the date it was checked and any conditions.

Documented by the provider: The provider's own documentation supports this fact, for the product, plan and date stated.
Stated by the provider: The provider says this, for example on a marketing page. Read the linked source and its conditions before you rely on it.
ETHORITY analysis: ETHORITY's assessment, based on the linked sources.
Independent source: An independent source supports this one fact, within the scope stated. Check the other facts separately.

Figures marked 'Scenario' are calculated from stated assumptions. Results measured in practice are shown separately.

Each source supports its recorded scope. Documentation depth and independent verification are separate.

https://www.balto.ai/ · 19 Oct 2026
https://www.balto.ai/ai-info-page/ · 20 Oct 2026
https://www.balto.ai/terms/privacy-policy/ · 20 Oct 2026
https://www.balto.ai/ · 20 Oct 2026
https://www.balto.ai/security/ · 20 Oct 2026

How we research →

AI DECISION BRIEF

A written comparison of up to three AI offerings · €195 net

You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.

We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.

Your decision question

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