Live chat handle time, with the full history in front of every agent
EccoGroup USA
4.9¢
3.2¢ per conversation above 100,000
Per conversation, every channel, contact center software included
Published pricing
Swipe for more results
2The problem
The problem
AI agents are joining the floor. Few contact centers have a way to manage them yet.
Contact centers are putting AI agents in front of real customers, often with a single vendor and no point of comparison. The best operators manage and coach AI agents the way they manage their live agents, in the same place.
One vendor, nothing to compare
With a single AI agent, it is hard to know how good it really is. Weak spots go unnoticed, and changing vendors means starting over without your history.
AI agents and live agents, measured apart
Each AI agent is scored inside its own vendor's platform, on that vendor's scale, separate from your live agents. Side-by-side comparison is out of reach, and what the AI learns stays with the vendor.
Whoever manages the AI agents keeps the customer. It should be you.
3The fix
One record underneath
We make conversation data usable.
Other platforms are multichannel, with every channel in its own silo. Palera is omnichannel: every channel and every agent lands on one record, labeled with its outcome and ready for any AI or report.
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.
Ask it anything
Every conversation is searchable and labeled with its outcome, so your AI agents, QA agents and reports all work from the same facts.
It's yours
It feeds the CRM you already run, and it's portable on the day you ask.
4Run it by asking
The Palera difference
Run your whole contact center from the AI you already use.
Every channel. Every agent. One connection.
Connect Copilot, Claude or ChatGPT and run Palera by asking: set up campaigns, manage AI and live agents, pull reports. Build conversational AI agents and AI QA agents on the AI platform you already use, or bring a partner's, and run them on every channel, with every action scoped and logged.
Your AI assistantCopilot, Claude or ChatGPT runs Palera by asking
Conversational AI agentsVoice, chat and SMS, built on your AI platform
AI QA agentsScore every conversation on your rubric
Connection pointPalera MCP server
Your conversation recordVoiceSMSChatSocialAI and live agentsLabeled with outcomes
Built into the platform underneath
Every conversation, ready for any AI you connect.
Calls, recordings, transcripts and messages land on one record, labeled with their outcome, so the AI you connect works from your full history on day one. Nothing is exported, restructured or copied to get there.
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.
Build or bring your AI agents
Build conversational AI agents and AI QA agents on the AI platform you already use, or bring a partner's. Palera runs them on every channel and stays the system of record, so changing vendor costs you a vendor, not your history.
Governed access, not data sharing
Scoped per client, recordings on short-lived links and every pull audited, while you and your clients control the AI agents and their data terms.
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
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.
Live policy monitorSample data
HighReg F
8th call attempt in 7 days to one consumer, blocked before dialing
Collections · Human Interactive Dialer
View record
HighDisclosure
Recording consent not read in the first 30 seconds
Claude Collections Agent · Voice · live now
Take overPause agent
ReviewCommitment
"I've waived the $35 late fee for you."
ChatGPT Collections Agent · Dana Reyes · added to ledger
ApproveReverse
Claude Collections AgentLive on 3 campaigns
ChatGPT Collections AgentPaused by supervisor
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
Cost and outcomes by agentSample data
Agent
Per conv.
Per resolution
False contained
Claude Collections AgentAI · Anthropic
$0.84
$1.18
7%
ChatGPT Collections 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
6Where to start
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 Interactive Dialer and number intelligence lift contact rates up to 5x, with a person starting every dial.
Start withOne campaign on the Human Interactive Dialer.
7In their words
In their words
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.
Tyson ChavarieCTO, EccoGroup USA
Now we are cooking with gas. On our old platform we updated caller IDs by hand.
Tyson ChavarieCTO, EccoGroup USA, on a 72% higher contact rate for Verizon
8Questions
Questions
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.
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.
Do you have an IVR?+
You do not need one. The IVR is obsolete. Palera is already connected to your telephony, so you can build an inbound voice agent on any frontier AI model and put it on your lines. Callers say what they need instead of pressing buttons, and the agent resolves it or hands it to a person with the full record on screen. No menu trees to build or maintain, and shorter calls for your customers.
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.
Palera is SOC 2 Type II audited.
