Resources
Proof from the contact center floor
Watch AI agents and live agents work real cases, see the numbers our clients changed and read what running thousands of seats taught us.
FilmsTen films from the live productReal cases moving between AI agents and live agents on one record.WatchCase studiesReal clients, real numbersContact rate, revenue per agent hour and recovered enrollment.See the resultsField notesFrom the operator's chairWhat managing thousands of agents taught us about AI and the contact center.ReadGlossaryThe terms, definedContact center and AI agent language in plain English.Look it up
Case studies
What changed for our clients
Each one is written from the client's own numbers. No forms, read the whole thing.
EccoGroup USA+72%contact rate on outbound calls for VerizonCalls now arrive branded as Verizon and carrier verified, instead of a caller ID updated by hand.Read the case studyAMDA College of the Performing Arts312appointments from 3,787 aged leadsTwo-way texting and live outreach turned leads that had gone cold into booked appointments.Read the case studyThe Connection$61 to $100revenue per messaging agent hourAgents work 7 to 20 paid conversations an hour across chat, SMS and social, in one workspace.Read the case study
1:49
Your omnichannel contact center is a myth
Why context dies between channels, what it costs your floor, and what one record changes.
Start here · 1:49
Your omnichannel contact center is a myth
Why context dies between channels, what it costs your floor and what one record changes.
Field notes
From the operator's chair
Eric Kades ran a 2,000-seat contact center and managed more than 10,000 agents before building Palera. These are his notes.
OperationsWhat running 2,000 seats taught me about broken contact center softwareThe mistakes were not dramatic. They were small, operational and easy to normalize, and they cost us every single day.Eric Kades · 4 min readAI agentsWhere AI agents and live agents actually breakNot in the model and not in the prompts. In the handoff, when the live agent starts from zero.Eric Kades · 5 min readCustomer experienceCustomers do not hate channels. They hate repeating themselves.The fastest way to lose a customer is to make them explain the problem twice.Eric Kades · 4 min read
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