No re-explaining
The next agent arrives with the whole thread, whichever channel it came in on and whoever handled it last.
Platform / The conversation record
One customer. One record. However many agents it takes.
Palera unifies voice, SMS, chat and social into one conversation record per customer. Most contact centers call themselves omnichannel because they have the channels, but each channel keeps its own history. Every time a customer moves between channels, somebody starts over.
1:21
One record, four conversations, 29 seconds of human time
Two AI agents, two people, three channels, two days. The fourth rep opens with the fix already on screen.
What breaks without it
Four conversations, two days, nothing carried forward
Without one conversation record, a customer who uses four channels over two days starts over four times. In this example, a customer calls a person, texts an AI agent, chats with a different AI agent, then calls back. Four times the customer explains the problem, four times an agent reconstructs it, and nobody owns the outcome.
On one conversation record, the fourth agent opens with the summary and the fix already on screen. In Palera's product demonstration, the case resolves in 29 seconds of human time, because 29 seconds is all that was left to do.
- Call one, human agentUpgrade selected at a set price, with a trade-in.
- SMS, AI agentThe trade-in kit never arrived. Logged to the same record.
- Live chat, a different AI agentThe price has changed. Also on the record.
- Call two, a new repOpens with the history and the remedy already assembled. Resolved on the call.
The argument in full
Why omnichannel is a myth, and what fixes it
Omnichannel is a myth while each channel keeps its own history, and one conversation record that serves as the system of record fixes it. The film covers the channel layer, the hidden cost to your floor, and what changes when the history is the system of record rather than a report you run afterwards.
1:49
Your omnichannel contact center is a myth
Why context dies between channels, what it costs your floor, and what one record changes.
What the record gives you
The record outlives the seat, the channel, the vendor and the model
Palera's conversation record stays with you when agents, channels, AI vendors or models change.
No summary step
Nothing is written up afterwards and nothing is exported between systems. The history is the record.
No vendor lock
Swap an AI vendor and the conversations, the scores and the reporting stay on your side.
New
And now any AI agent can read it
The Palera MCP server exposes the conversation record through the standard interface AI agents already speak, scoped per client and audited on every pull. No export, no copy, no restructuring.
In the product
Every thread, every client, one log
Supervisors work from the conversation floor: filter by client, channel, user, disposition or date, open any thread and read it end to end, or join it while it is still live.
Control your conversation.
Palera's conversation record is the product, and it is also the price.
