The only contact center platform that manages your AI and live agents in one place.
The AI management layer and the communication layer in one. Every conversation, AI agent and live agent, on one secure record you control.
Priced on outcomes or conversations, never per seat.
Running their conversations on Palera
Colleges and universities
How it works
Know first. Fix it in one reply.
Your AI watches every agent and campaign, flags what matters and acts when you say so. Palera's MCP server is what makes that possible: it plugs the AI you already use into your whole contact center, so you can launch a campaign, coach an agent or pull any report just by asking.
- 7:00 AMMorning update
Your AI reports on last night before you ask: conversations, renewals and CSAT by channel, AI agents and live agents on one record.
- 9:00 AMHourly check
It spots agents running long on wrap time and books a time on your calendar to coach them.
- 10:15 AMUrgent alert
Voice CSAT drops because an AI agent is quoting the wrong dates. You reply once, and Palera pauses it and moves the calls to live agents.
Faster answers, higher CSAT and lower cost per outcome, without opening a dashboard.
What changes on the floor
+72%
Contact rate on outbound calls
EccoGroup USA, outbound for a national telecom brand
27%→59%
Contact rate on student outreach
AMDA College of the Performing Arts
−30%
Live chat handle time, 10:17 to 7:11
TheConnection
AI agents are joining the floor. Most contact centers are still working out how to manage them.
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.
Control your conversation.
Palera was built to solve a problem that predates AI: conversations scattered across channels, systems and vendors. Every call, text, chat and social media message, from AI agents and live agents alike, lands on one record, labeled with its outcome. AI turned that foundation into something more: a record you can question, act on and learn from in seconds.
Every channel, one thread
Voice, SMS, live chat, WhatsApp and social media, 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.
AI agents from any vendor.
Pick one already connected to Palera, or bring your own: Copilot, Claude, ChatGPT, Gemini, Grok or one you built. Run them side by side and switch without losing history. They connect through Palera's MCP server (Model Context Protocol), the open standard that plugs any AI into your whole contact center so it can see every conversation and act when you ask.
Up to 5,000 conversations a month free. No credit card required.
See every score. Rank every agent.
Your AI QA agent or your managers score the conversations you choose, AI and live, on the rubric you build in Palera. Palera shows every score and ranks your AI agents against your best people. You see who to coach and what to scale.
Up to 5,000 conversations a month free. No credit card required.
Where teams start.
Keep your current platform while you prove it, and run Palera alongside it on a single campaign or channel.
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. Palera connects through its SIP or works from its call recordings, and nothing new appears on your agents' screens.
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.
Reach more applicants, sooner.
Calls, texts and AI follow-up in one cadence. See how AMDA reached more applicants →
Start withOne inquiry pool and a multichannel cadence.
Reach more consumers, compliantly.
Built for Reg F and TCPA compliance. Your compliance team sets the rules. The Human Interactive Dialer puts a person behind every dial, and our advanced caller ID management service has seen contact rates rise up to 5x.
See outbound and dialing →Start withOne campaign on the Human Interactive Dialer.
In their words
We run a lot of clients. With the MCP server I'm not logging into a bunch of screens to check on them. I ask, it tells me, and if a script needs to change, I change it right there.
By combining automation, two-way texting, and human outreach, our aged leads became real conversations and booked appointments, putting us back on pace for the class.
What people ask before they switch.
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. Most clients are live on one campaign in under a week.
If you're a BPO and your client requires their own platform, it stays. Calls are copied into the record from it, or Palera can sit in the call path through its SIP connection, 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, is in the conversation or the call transcript, so your AI can pull every promise through the MCP server.
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, until an agreed final disposition, or 72 hours if none is reached. If a fifth of your contacts are repeats inside that window, you pay for 80 conversations, not 100.
Do you have an IVR?
Palera uses AI voice agents in place of an IVR. Callers say what they need instead of pressing buttons. Palera is already connected to your telephony, so you can put an inbound voice agent from any vendor on your lines, and it resolves the request 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.
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.
Audited, compliant and recognized. Every client's data is segmented and runs in its own separate instance.
