Balto: Real-time AI guidance and agent-assist platform that coaches contact-center and sales agents live during calls. CallMiner: CallMiner is an enterprise conversation intelligence platform that transcribes and analyzes voice and digital customer interactions for sentiment, intent, and compliance. The right pick comes down to team size, budget, and the workflows you want to automate.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Balto when guiding agents live through objections and compliance requirements matters most, and CallMiner when compliance and risk teams flagging regulatory or fraud issues across all customer calls matters most. Trial each on a few real meetings before you commit — the better fit usually shows fast.
Real-time AI guidance and agent-assist platform that coaches contact-center and sales agents live during calls.
CallMiner is an enterprise conversation intelligence platform that transcribes and analyzes voice and digital customer interactions for sentiment, intent, and compliance.
Balto is a contact-center AI platform centered on real-time guidance during live customer and sales calls. Rather than focusing on post-call review, Balto listens to conversations as they happen and surfaces dynamic prompts, objection-handling cues, compliance checklists, and knowledge-base answers to the agent in the moment. Its Agent Assist pulls relevant information so reps can respond to customer questions instantly, while real-time QA automatically scores interactions across all calls and flags compliance risk early, maintaining an audit trail for supervisors. Coaching automation tailors recommendations to each agent's performance, and real-time note generation produces call summaries without manual write-ups. Balto also offers voice AI agents to handle high-volume, repeatable calls and supports omnichannel context across voice and digital channels. It integrates with CRMs and telephony systems such as Salesforce and RingCentral. The platform is used across industries including healthcare, insurance, banking, collections, and home improvement, and is aimed at contact centers and sales teams that want in-the-moment guidance, compliance assurance, and automated quality management at scale. Pricing varies by plan. Check the official website for current pricing.
Best suited for
CallMiner is an enterprise speech and conversation analytics platform, built around its Eureka product, that captures and analyzes customer interactions across voice and digital channels. It records and transcribes calls into text, then applies acoustic and linguistic AI to surface sentiment, emotion, intent, and behavioral signals — quantifying frustration, effort, satisfaction, and confidence rather than sampling a fraction of conversations. Designed for contact centers and large enterprises, it spans modules for analysis, automated agent scoring and coaching, real-time guidance during live calls, automated redaction of sensitive data, multilingual translation, and interactive dashboards. CallMiner ingests voice, chat, email, surveys, social media, and screen recordings, applying scoring models to isolate compliance risks, fraud, quality issues, and sales outcomes. It also includes generative and agentic AI features such as automatic category creation, contact summarization, and natural-language discovery. The platform is used across healthcare, finance, retail, insurance, and BPO sectors, and was named a leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025.
Best suited for
Balto is a free tier with paid upgrades (freemium); CallMiner is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Balto | CallMiner |
|---|---|---|
| Core capability | Real-time, in-call guidance with dynamic prompts and objection cues | Automatic transcription of voice and digital interactions across multiple languages |
| Standout feature | Agent Assist that surfaces knowledge-base answers live | Acoustic and linguistic sentiment and emotion analysis (frustration, satisfaction, effort) |
| Team usage | Automated quality assurance scoring across 100% of calls | Real-time agent guidance and alerts during live calls plus post-call analysis |
| Integrations | Real-time compliance monitoring with audit trails | Automated redaction of sensitive numeric data for compliance and security |
| Languages & capture | Automated call summaries and coaching recommendations | Automated scoring and quality management for compliance, performance, and sales |
| Best-fit workflow | Integrations with CRMs and phone systems such as Salesforce and RingCentral | Omnichannel coverage: voice, chat, email, surveys, social, and screen recordings |
Balto
Choose Balto if you need guiding agents live through objections and compliance requirements — strengths include guides agents during the call rather than only analyzing afterward.
CallMiner
Choose CallMiner if you need contact centers monitoring agent performance and automating quality scoring and coaching — strengths include analyzes 100% of interactions rather than a sampled subset, reducing blind spots.
Balto
CallMiner
It depends on your workflow. Balto is strong for guiding agents live through objections and compliance requirements, while CallMiner is strong for contact centers monitoring agent performance and automating quality scoring and coaching. Both transcribe and summarize meetings.
Balto is a free tier with paid upgrades and CallMiner is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Sure. Running both makes sense when their strengths don't overlap and the budget allows.
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