Smart routing and IVR
Skills-based routing, queue prioritization and a drag-and-drop visual IVR designer.
Cloud-based omnichannel contact center platform
Every customer conversation in one agent workspace.
Palovoca handles inbound and outbound calls, WhatsApp, email and web chat with a single queue logic. It runs in the browser, talks to your CRM and scales itself with demand.
- WebRTC softphone, nothing to install
- Works with your existing PBX over SIP trunk
- On-premises or the cloud region you choose
One queue for
- Inbound and outbound calls
- WhatsApp Business
- Web chat
- SIP trunk
Features
Every layer of the contact center, in one product.
From answering the call to scoring its quality, the whole operation stays inside Palovoca. You need no separate PBX, recording server or reporting tool.
WebRTC softphone
An agent client that runs in the browser with nothing to install. Anyone with a headset can join the shift from anywhere.
Omnichannel queue
Voice, WhatsApp, email and web chat follow the same queue rules, so agents never switch screens to switch channels.
Call recording and quality
Encrypted recording, evaluation forms and quality scoring workflows. Recordings are searchable by queue, agent and tag.
CRM integration
The customer card opens the moment a call arrives, and the after-call record is logged automatically. Agents never search by hand.
Real-time dashboards
Live queue, agent and campaign metrics, plus historical reports you can export.
Campaign management
Outbound campaigns with progressive and predictive dialers, with legal calling-hours controls.
Supervisor tools
Listen, whisper and barge in, with shift and break management on the same screen.
Call flow
How a call travels through Palovoca
Every step is configurable, and none of them needs a separate product.
- 01
The call arrives
Over SIP trunk or WebRTC. WhatsApp and email land in the same queue.
- 02
IVR answers
The menu you built in the visual designer; the caller’s number is recognized.
- 03
It is routed
Skills-based distribution, queue priority and VIP rules.
- 04
It reaches an agent
The CRM customer card opens along with the call.
- 05
It is recorded
Encrypted recording, an automatic after-call CRM note and a quality form.
- 06
It is reported
Queue, agent and campaign metrics, ready to export.
Supervisor
See the operation live, and step into a call when needed.
The live board shows queues, SLA and agent status second by second. Supervisors step in without pulling agents away from their desks.
- ListenMonitor a conversation without the agent or customer noticing.
- WhisperReal-time coaching that only the agent hears.
- Barge inJoin as a three-way call and close a difficult call together.
- Shift and break managementBreak quotas, shift plans and adherence reports.
- Quality scoringEvaluation forms on recordings, with score history.
Infrastructure and deployment
Built to run at enterprise scale.
It runs on the same microservice and Kubernetes architecture Extreamsoft operates for its own products.
- Microservice-based media and signalingVoice, messaging and reporting layers scale and update independently of one another.
- Autoscaling on KubernetesCapacity grows during campaign hours and shrinks at night, so you never plan servers by hand.
- Works with SIP trunks and existing PBXsConnects without replacing your carrier lines or PBX, which makes a gradual migration possible.
- Data residency is your choiceIn your own data center or the cloud region you prefer, with recordings stored encrypted.
Who it’s for
Teams whose complexity shouldn’t grow with their call volume.
- Contact centers and customer service teamsInbound calls, SLA and quality management in one place.
- Sales and collections operationsCampaign dialer, legal calling-hours control and automatic CRM logging.
- Outsourcing (BPO) providersPer-client queues, reporting and data separation.
- Remote communication teamsA browser and a headset are enough; no dependency on an office PBX.
Integrations
Talks to the systems you already use.
Ready-made connectors, a REST API and webhooks. Through its sister product Orbisnexa, it also reaches ERP and legacy systems.
SalesforceMicrosoft DynamicsHubSpotZendeskWhatsApp BusinessSIP TrunkWebhookREST APIOrbisnexa
Frequently asked questions
Before you decide
Do we have to replace our current PBX?
No. Palovoca connects to your existing PBX and carrier lines over SIP trunk. You can move queues over gradually and retire the PBX later.
Can agents work from home?
Yes. The WebRTC softphone runs in the browser with no installation or VPN. Supervisor tools and recording work the same way for remote agents.
Where are call recordings and customer data stored?
In your own data center or the cloud region you choose. Recordings are stored encrypted, access is role-based and every access is audit-logged.
How does it integrate with our CRM?
Through ready-made connectors, the REST API and webhooks. The customer card opens when a call arrives and the record is written to your CRM after the call. For custom systems, flows can be designed with Orbisnexa.
Do WhatsApp and email go to the same agent?
That depends on your queue rules. One agent may take only voice, another voice and WhatsApp; channel priority and the number of concurrent conversations are set per queue.
How do licensing and setup work?
Licensing is per agent. Deployment options and timelines depend on the number of integrations and are clarified during the demo. We recommend starting with a pilot queue and expanding step by step.
Demo
Schedule a Palovoca demo
Let’s run a live demo on your own scenarios and review licensing and deployment options together.
- A 45-minute live session with your own queue and IVR scenario
- An integration review with your current PBX and CRM
- A pilot deployment and licensing proposal
Write to us
Fill in the demo form
The form takes two minutes. You can also write to this address directly.
info@extreamsoft.com