Solutions / Deployment
Palera deploys two ways: as your full CCaaS, or as a layer on top of the CCaaS your client mandates. The conversation record works the same in both deployments. A BPO rarely chooses its client's contact center platform, and that should not stop the BPO owning the AI layer running on top.
Replace the stack. Voice, SMS, chat, social, routing, dispositions, reporting, custom dashboards, internal forms and shift scheduling are included, with no separate platform license and no per-seat line.
The buyer is replacing a per-seat contract.
Keep Genesys, NICE, Five9 or whatever the end client mandates. Palera runs the AI agents, the grading, the governance and the reporting on top of it, and keeps the conversation record on your side.
The buyer keeps a contract they cannot change.
What stays constant
In both Palera deployments, every conversation writes to one record, every agent is graded on one rubric, and the reporting comes out of the same place. If a client later moves off their CCaaS onto yours, nothing about the AI layer changes and no history is lost.
Why both doors sell
Most AI contact center deals stall on the platform question: the buyer wants the AI, but the CCaaS contract has two years left and belongs to somebody else. Palera removes that as a reason to wait, which is why the layer deployment often lands first and the replacement follows later.
Integrations
Palera connects to your CRM, your carriers and messaging providers, other vendors' AI agents, and authorized AI agents through the MCP server.
Outcomes, dispositions and form answers written back over custom APIs as they happen.
Your own carrier and messaging provider, or Palera's, passed through at cost.
Bring an agent from another vendor, or one your own team built, onto the floor.
Let any authorized AI agent read the conversation record through one standard interface, scoped and audited.
Recordings and transcripts served through links that expire, never handed over as files.
A complete log of who pulled what and when, ready to hand to a client or a regulator.
Tell us what your clients mandate and we will tell you which deployment we would propose and why.
Audited, compliant and recognized.
