AgentAssist vs Balto QA
AgentAssist
agentassist.com
Balto QA
balto.aiSide by side
| Figure | AgentAssist | Balto QA |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| API | Yes | Yes |
| Plans published | 0 | 1 |
| Spec score · Speech Analytics Software | 7.6 (#10) | 7.8 (#6) |
| Spec score · Agent Assist Software | 7.6 (#8) | 7.7 (#6) |
| Automated QA | Automated QA supports customized scorecards to analyze 100% of interactions and monitor policies, procedures, productivity, and compliance. | Balto automatically scores 100% of conversations and provides AI explanations for scores. |
| Integrations | The site says summaries can be integrated into CRM or ticketing platforms, but does not name specific products on that page. | Balto lists integrations including Genesys Cloud, NICE inContact CXone, Five9, Salesforce, RingCentral, Amazon Connect, Talkdesk, and a Call Data API. |
| Product | AgentAssist is a generative AI platform for contact centers that provides real-time agent assistance, automated QA, call summarization, and analytics. | Balto is a real-time contact-center AI platform launched in January 2017. |
| Security | The product pages describe configurable redaction of personally identifiable and other sensitive data, along with configurable security and permission levels. | Balto states that it is SOC 2 compliant and uses 256-bit encryption, HTTPS/TLS 1.2, AWS infrastructure, and PCI, PHI, and PII protections. |
| Support | The company page invites prospective customers to call, and lists the phone number 888.537.0839. | Customers receive a Customer Success Manager who supports setup, agent and supervisor training, and go-live. |
Plans
In their own words
AgentAssist
AgentAssist is a cloud-based generative AI speech analytics platform for contact centers, available through web and API. Its capabilities include conversation analytics, call classification and summaries, automated quality assurance, agent coaching, case management, sentiment analysis, real-time assistance, and reporting. Conversation analytics supports transcription-based search with more than 20 filters, saved searches, call review, and customized reports. Automated QA uses customizable scorecards to evaluate 100% of interactions, with results available by agent and question. Real-Time Assist provides a navigator checklist and AI-suggested prompts based on call context. Coaching tools include customized reasons, timestamped notes, alerts, tasks, an agent portal, and activity reporting. Case Management can flag calls using configured criteria, support review and escalation, notify team members, and produce customized reports. The platform offers call-level sentiment analysis and configurable redaction for personally identifiable and other sensitive data, along with configurable security and permission levels. Summaries can often be sent to a system of record by API and may be integrated with CRM or ticketing platforms, though specific products are not named. Pricing is available on request.