CentrePal Contact Center for Microsoft Teams

• One intuitive workspace: Agents thrive in a unified Teams environment, minimizing disruptive context switching with all the tools they need in one place, increasing the focus on the customer.
• Agility for any scenario: Support hybrid/remote work, quickly turn any staff member into an agent during peak demand, and streamline internal helpdesk operations.
• Deep integrations: Seamlessly connect to your CRM of choice (Salesforce, Dynamics 365, etc.) and ITSM tools like Jira Service Management for a complete customer view.

• Access agnostic deployment: Deploy rapidly and scale effortlessly, regardless of your telephony setup (Operator Connect, Direct Routing, Calling Plans).
• Contact Center in Teams: Manage inbound interactions with enterprise-ready, contact centre grade features natively integrated with Microsoft Teams.
• Enterprise-grade Features: CentrePal rivals standalone solutions, offering omnichannel communication, intelligent routing, compliance recording, and more.
• Web Chat and AI-Powered Self-Service Chatbots: Offer 24/7 support and empower customers to find answers quickly with Conversational AI and Live Agent Web Chat. Easily embed on your website with customizable branding and pre-chat questionnaires.
• Outbound SMS: Send real-time messages to customers during a call, with pre-approved message templates for SMS notifications.
• Streamlined Management: Centralize management, simplify logins (Microsoft Entra ID/Azure Active Directory), and eliminate additional hardware or software footprints.

• Actionable analytics: Make proactive decisions with visibility into real-time agent performance, customer trends, and key metrics with built-in reporting, and leverage our Power BI Report Templates and Reporting APIs for detailed reports and dashboards.
• Drag, Drop, Done IVR Flow Designer: Build sophisticated call flows with a wide range of powerful nodes for intelligent routing and self-service options with a drag-and-drop interface - no coding experience needed.

Award-Winning and Customer-Focused

• Recognized for excellence: A finalist in the UC Today Partner Awards for Best Customer Engagement Solution and one of Australia's Most Promising Tech Companies by CIOReview Magazine.