One record, every channel, on demand
Inbound and outbound voice, SMS, chat and social in one timeline, covering AI and live agents alike, each conversation labeled with its outcome.
When AI agents are measured, you win
Manage every AI agent and live agent on one platform.
Score every conversation, catch non-compliant answers as they happen, and keep the agents that perform. Full CCaaS included. Pay for conversations or results, never for seats.
Built for BPOs, in-house contact centers, enrollment teams and collections agencies.
Policy alert, live
OpenAI CSR Agent offered Dana Reyes a fee waiver outside policy
Collections · SMS · 12s agoTake overPauseLog commitment
Running their conversations on Palera
Contact centers and BPOs
Colleges and universities
The problem
AI agents are going into production. Most contact centers can't manage them.
Contact centers are putting AI agents in front of real customers, and most are betting everything on one vendor. When that AI agent falls short, there's nothing to compare it to and no easy way out. AI agents need to be managed and trained just like your live agents, in the same place.
One AI agent, no plan B
When your only AI agent underperforms, there's nothing to measure it against, and switching means starting over without the history. You're stuck with its weak spots.
AI agents are managed in a silo
Each AI agent is scored and tuned inside its own vendor's platform, on that vendor's scale, apart from your live agents. You can't compare them side by side, and the training stays with the vendor.
Whoever manages the AI agents keeps the customer. It should be you.
The Palera difference
Other platforms are multichannel. Palera is omnichannel.
Elsewhere, every communication channel runs in its own silo: calls in the CCaaS, texts in a texting tool, AI conversations in each vendor's console. On Palera, every channel and every agent lands on one record.
ChannelsVoiceLive chatSMSWhatsAppMessengerInstagram
Every channel, one thread
Voice, SMS, live chat, WhatsApp, Messenger and Instagram, all on the same record.
Replies land on the conversation
Not on one agent's desk. Whoever is free picks it up with the full history.
Cadences without code
Calls, texts and wait days in one workflow, with AI agents as steps where you want them.
It's yours
It feeds the CRM you already run, and it's portable on the day you ask.
The Palera MCP server
Everyone's MCP server hands you a channel.
Ours hands you the whole conversation.
Already joined. Already labeled with what worked.
Every call, text and chat your team handles already lives in Palera as one record. The Palera MCP server lets any AI agent you authorize read that record through one standard interface, in real time, with no export and no second copy of your data. MCP is the Model Context Protocol, the standard AI agents use to connect to data and tools.
Partnered AI agent
Partnered AI agent
Your own AI agent
Connection pointPalera MCP server
Your conversation record VoiceSMSChatSocial AI and live agentsLabeled with outcomes
Bring any AI agent
Palera-partnered, or one your own team built. Palera stays the system of record and you choose the AI, so changing vendor costs you a vendor, not your history.
Your unstructured data becomes usable
Calls, recordings, transcripts and messages become a governed, queryable, outcome-labeled asset. Nothing is exported, restructured or copied to get there.
Governed access, not data sharing
Scoped per client, personal data redacted or tokenized, recordings on short-lived links, every pull audited, connected models under zero-retention terms.
How Palera does it
Full contact center functionality, with the management layer AI agents were missing.
Manage AI agents like your people
Score every conversation. Coach with a note. Rank everyone on one board.
An AI agent scores each conversation once it's closed, and the rubric can be anything you want. A manager reviews the score and updates it if necessary.
- The note trains the AI agent. A score says the conversation went well. The note tells your AI agents what to do again.
- Head to head by vendor. Compare two AI vendors, a role, a team, or every AI agent against every live agent.
- One definition for every metric. Containment, resolution and handle time mean the same thing for every vendor and every person.
- Connect every client's AI vendors. Each client keeps its own connections, and each vendor sees only its own data. Adding an AI partner takes an API connection.
Faster resolutions, higher CSAT, less time spent grading
From the live product. Click to expand.Full demo with sound
Our clients each want a different AI agent. Palera is the one place we can score all of them against our own people, coach them the same way, and show every client exactly how their agents are doing.
Control what AI agents do
Catch the wrong answer while it's happening, not in next month's audit.
Set the rules once. Palera checks every AI conversation against them in real time and tells a person the moment one breaks.
- Policy engine with real-time alerts. Know the second an AI agent says something it shouldn't.
- Compliance verified by vertical. Required disclosures, recording consent and Reg F contact limits checked on every call and text.
- Kill switch and live takeover. Pause any AI agent instantly, or have a live agent step into the conversation mid-sentence.
- Commitments ledger. Every refund, waiver, callback or payment plan an AI agent promises, logged and trackable.
Fewer compliance incidents, and a person always in charge
Palera is SOC 2 Type II audited.
HighReg F
8th call attempt in 7 days to one consumer, blocked before dialing
Collections · Human Initiated DialerView record
HighDisclosure
Recording consent not read in the first 30 seconds
Claude CSR Agent · Voice · live nowTake overPause agent
ReviewCommitment
"I've waived the $35 late fee for you."
OpenAI CSR Agent · Dana Reyes · added to ledgerApproveReverse
Prove the ROI
Know what each agent costs per resolution. Pay per conversation, never per seat.
All your CCaaS functionality is included. You only pay for the conversation record, and it belongs to you.
- Cost per resolution. Per conversation and per resolution, for every AI agent and every live agent.
- False containment tracking. See when a conversation an AI agent called contained comes back on another channel.
- Client-facing reporting. Give each client a live view of their own conversations and outcomes.
- Unlimited seats. Keep every carrier you already use, and switch AI vendors with full history.
Lower cost per resolution, proven with your own numbers
| Agent | Per conv. | Per resolution | False contained |
|---|---|---|---|
| Claude Sales AgentAI · Anthropic | $0.84 | $1.18 | 7% |
| OpenAI CSR AgentAI · OpenAI | $0.71 | $1.09 | 11% |
| Live agentsMiami team | $4.10 | $5.20 | n/a |
SeatsUnlimitedon every plan
Billing unit1 recordper person per 72 hours
Client viewLivetheir data only
Built for
Prove it on one campaign.
Nobody has to bet the floor on a migration to find out whether this works.
BPOs and outsourcers
Your clients are moving to AI agents. Manage them for them.
Run every client's AI vendors side by side, each scoped to its own client, and hand each client one scorecard for every agent.
Start withOne client. Their CCaaS stays, calls are copied in, and nothing new appears on your agents' screens.
In-house contact centers
Put AI in front of customers, safely.
Live policy alerts, a kill switch and live takeover, so a person is always one click from the conversation.
Start withOne queue, with an AI agent answering overflow in seconds.
Enrollment teams
Reach more applicants, sooner.
Calls, texts and AI follow-up in one cadence. AMDA went from a 27% to a 59% contact rate.
Start withOne inquiry pool and a multichannel cadence.
Collections and ARM
Reach more consumers, inside Reg F.
Contact limits, disclosures and consent verified on every call and text. The Human Initiated Dialer and number intelligence lift contact rates up to 5x, with a person starting every dial.
See outbound and dialing →Start withOne portfolio on the Human Initiated Dialer.
Client results
What one record did for our clients.
When every channel and every agent works from the same record, clients reach more people, have more conversations and set more appointments.
59%
Contact rate, up from 27%
AMDA College of Performing Arts
100%+
More conversations
AMDA College of Performing Arts
72%
Higher contact rate
EccoGroup USA
Now we are cooking with gas. On our old platform we updated caller IDs by hand.Tyson Chavarie, CTO, EccoGroup USA
Almost half
of appointments are now set over two-way text, after Concorde added it to follow-up.
Concorde Career CollegesQuestions
What people ask before they switch.
Something else on your mind? Bring it to the demo, along with a month of real volume.
Do we have to replace our CCaaS?
Palera is a full contact center platform, so most clients move one campaign over, compare the numbers and expand from there. EccoGroup USA had campaigns running within days.
If you're a BPO and your client requires their own platform, it stays. Calls are copied into the record from it, never in the call path, and your agents keep working where they work today.
What happens if an AI agent says something it shouldn't?
The policy engine flags it in real time and alerts a supervisor, who can take over the conversation or pause that AI agent with the kill switch. Anything the AI agent promised, like a refund or a payment plan, lands in the commitments ledger for review.
Can we use our own AI vendor, or more than one?
Yes. Bring any vendor's AI agent, your client's included, and run several at once. Each vendor only sees what it is meant to see. If you change vendors, the new AI agent starts with the full history on your record instead of a cold start.
What is the Palera MCP server?
Every call, text and chat your team handles already lives in Palera as one record. The Palera MCP server lets any AI agent you authorize read that record through one standard interface, in real time, with no export and no second copy of your data. MCP is the Model Context Protocol, the standard AI agents use to connect to data and tools.
How does grading work?
An AI agent scores each conversation once it's closed, against any rubric you want. A manager reviews the score and updates it if necessary. The manager's note goes back to the AI agent as training, and live agent conversations can train it too.
How do you handle compliance?
Compliance checks run by vertical: required disclosures, recording consent, and Reg F contact limits for collections, verified on every call and text. Time-of-day, location, DNC and consent rules are checked before anything goes out, and the Human Initiated Dialer keeps a person starting every dial.
Do you charge per seat?
No. Seats are unlimited on every plan. You pay per conversation record, where a conversation is everything with one person across any channel inside a 72-hour window. If a fifth of your contacts are repeats inside that window, you pay for 80 conversations, not 100.
What else do we pay for?
Your carriers and AI vendors: pay them directly and at cost, so you keep every carrier you already use, or use Palera's. Your environment is dedicated to you and never shared with another client. Transcription and translation are add-ons, so you only pay for them on the campaigns that use them.
Do you have an IVR?
AI voice agents do that job now. They answer, understand what the caller needs in plain language, and either resolve it or route it with the record attached. No menu trees to build or maintain.
Control your conversation
Bring us one campaign.
Send a month of real volume. We'll model your bill against what you pay now, line by line, and show you how your agents would rank.
Security and compliance
Audited, compliant and recognized.
