Omnichannel Contact Center Platform
Palovoca
Palovoca brings inbound and outbound calls, WhatsApp, e-mail and web chat together on a single agent screen. It runs in the browser, talks to your CRM and scales automatically on Kubernetes as demand changes.
Capabilities
Key features
Smart call distribution and IVR
Skill-based routing, queue prioritisation and a visual IVR designer.
WebRTC softphone
An agent client that runs in the browser with no installation; ready for remote work.
Omnichannel queue
Voice, WhatsApp, e-mail and web chat managed with a single queue logic on a single screen.
Call recording and quality management
Encrypted recording, evaluation forms and quality scoring workflows.
CRM integration
Customer card opens as the call arrives (screen pop); automatic logging after the call.
Real-time dashboards
Queue, agent and campaign metrics in real time; historical reports can be exported.
Campaign management
Outbound campaigns with progressive and predictive dialers; legal calling-hours control.
Supervisor tools
Listen, whisper and barge-in; shift and break management.
Who it is for
Target users
- Contact centers and customer service teams
- Sales and collections operations
- Outsourcing (BPO) providers
- Remote communication teams
Architecture
Infrastructure and deployment
- Microservices-based media and signalling layer
- Autoscaling on Kubernetes as demand changes
- Compatible with SIP trunks and existing PBX systems
- Data residency: on-prem or the cloud region of your choice
Integrations
Talks to your existing systems
Ready-made connectors and open APIs make it part of your ecosystem from day one.
Schedule a Palovoca demo
Let's run a live demo on your own scenarios and evaluate licensing and deployment options together.