Balto hired Tom Arra as a Group Product Manager.

Balto is building the AI Workforce for the modern contact center. Customer support and sales teams are entering a new era. As AI takes on more routine conversations, the work left for human representatives is no longer simple. These calls are more complex, more emotional, more regulated, and more valuable. Every remaining conversation carries real weight for revenue, compliance, and brand trust. The contact center is becoming a place where every interaction defines the relationship. But most AI in the contact center today is fragmented. Teams stitch together tools for real-time guidance, post-call insights, quality assurance, automation, and voice bots, each operating in its own silo. The result is a patchwork of point solutions that improve pieces of the workflow but never the workforce as a whole. And when a customer moves from a fast, competent AI interaction to a human who lacks context, the experience falls apart. This is the drop-off problem, and fragmented tools cannot solve it. Balto takes a different approach. We built a single, coordinated system for the contact center that brings real-time guidance, automation, quality, insights, and AI agents together in one place. Every conversation, whether handled by a human or AI, runs through the same system and feeds back into it. AI and human representatives operate under shared standards, shared QA, and shared accountability. The result is not just a set of tools, but a workforce that learns from every conversation and gets better with every call.