PALBONCommPlatform services · Voice & Messaging LayerPALBONComm is the communication layer beneath the service desk. It connects your telephony provider so that calls are placed from, and logged against, the ticket they belong to.
Capabilities
Agents place and receive calls inside the suite, in the browser or on their own phone, through your telephony provider.
Every call leaves a record of who called whom, for how long and how it ended, linked to what it was about.
Send text messages through the same provider account, and verify a phone number or email address with a one-time code.
Outcomes
A call placed from a ticket is logged against it, so the next agent sees that it happened and, where recording is on, can listen to it.
Agents call from the screen they are already working in, and an incoming call shows who is ringing before they answer.
Text messages and one-time passwords are offered to the rest of the suite through one interface, with limits already in place.
Connected
PALBONComm shares its data with the other products, so nothing is entered twice.
FAQ
It ships with connectors for two cloud telephony providers, and you bring your own account and numbers. Your implementation partner will confirm whether your provider is covered.
Only if you switch recording on in the provider settings. The recording is then kept with the call log entry, where agents with access can play it back.
No. It has no screen of its own for daily work. Agents meet it inside the other products, as the call button, the incoming-call window and the call log.
Tell us how you work today. We will walk you through the products that fit, on your data and your terms.
