NatGen vendor Balto raises $37.5 million

Balto, the Real-Time Guidance Platform for contact centers, closed a $37.5 million Series B funding round led by Stripes and joined by RingCentral Ventures, bringing its total funding to $52 million.

Since its launch in 2017, the company has been providing contact centers with a way to improve conversations as they’re happening; allowing organizations to not only tie agent behavior to call outcomes but also scale top-performing behavior to the entire organization.

Clients include AmTrust Financial, Katapult, Advantage Communications, and National General Insurance.

“Balto is creating a mindset shift that is something you only see with category-defining products. We’re moving contact centers from conversation intelligence, which is a great starting point, to conversation excellence. That’s what we’re all shooting for.” – CEO Marc Bernstein.

“For decades, organizations have struggled to utilize customer insights in order to make customer facing agents more effective. Balto’s Real-Time Guidance solves this problem elegantly by empowering organizations to turn these insights into real-time actions. The addressable market for Balto is massive and I’m thrilled to be joining their board of directors as the company enters its next stage of hypergrowth.” – Riadh Dridi, Operating Partner at Stripes.