Cloud Contact Centres: Simplified
Future Proof Your Contact Centre With CentrePal's Native Contact Centre for Teams
Unleash the true potential of Microsoft Teams with CentrePal.
Turn Microsoft’s most powerful collaboration and business app into a full-blown cloud-based contact centre and instantly enhance the experience of your organisation’s customers and agents with one seamless, omnichannel solution that natively integrates into Teams.
CentrePal is a native solution for Microsoft Teams that will unify your contact centre with your company-wide UC and collaboration platform.
Revolutionise Your Contact Centre
One of the tell-tale signs of the success of any contact centre is its First Call Resolution (FCR) rate. CentrePal helps achieve higher FCR rates by connecting your Contact Centre with the rest of your organisation using the power of Teams.
Advanced, real-time reporting allows contact centre managers to effectively manage and coach agents, all within Microsoft Teams to allow seamless communication, regardless of physical distance.
CentrePal eliminates the need for and investment required into an on-premises contact centre. Our cloud-based solution enable easy upscaling and downscaling and best of all, simple implementation.
CentrePal allows your agents to use Microsoft Teams to engage with your customers on any digital channel. Advanced routing puts your customers in contact with the best person to answer their queries. Agents can see customer’s full journey within the contact centre including previous history, arming them with all the information they need to successfully handle the interaction.
Empower your agents with seamless integration into the Microsoft Teams UI they know and love. By ensuring your agents have your whole organisation at their fingertips, you help deliver a far better customer experience. Agents can seamlessly collaborate with the rest of the organisation, as well as accessing a wide range of user-friendly features that help increase productivity.
As a full SaaS cloud-based contact centre solution, CentrePal not offers incredible ease of use for agents, it is exceptionally simple for organisations to roll out to their staff. Our ‘plug-and-play’ solution ensures you’ll have your contact centre agents up and running in no time, whilst the familiar setting of Microsoft Teams drastically reduces onboarding and training time.
Function Meets Form
The user experience you have come to know and love meets the full functionality of a native, sophisticated cloud-based contact centre solution.
Everything you need for communication, collaboration, teamwork and customer relationship management, all in the convenience of Microsoft Teams.
Powerful Features In A Familiar Setting
CentrePal turns Microsoft Teams into a full-blown contact centre powerhouse.
Within, you will find powerful features that make collaboration and customer relationship management a breeze for agents and management alike.
Connecting customers to the right agents using the intelligent automated call routing
Full visibility into customers’ journey with a comprehensive timeline, data and analytics
Real-time wall boards allow agents and supervisors to monitor and manage performance and quality
Supervisors can monitor, coach, and barge-in on agents who are handling customer interactions
Callers are able to request a call back without loosing their call queue place
Generate business intelligence reports on performance and customer engagement
Customise hold music and announcements for a better caller experience
Convenience and security for Azure. Secure and seamless access with Azure AD SSO
Integrate seamlessly with the industry leading compliance recording platforms.
Record vital details. Pre-set wrap up timer shows agents the time available to complete administrative wrap up activities.
Integrate easily with leading CRM platforms such as SalesForce and link the data gathered for efficient and convenient use.
Collect customer feedback through an intuitive interface for accurate performance tracking and measure customer satisfaction.
CentrePal was founded with the vision of making contact centres simple.
For too long, the solutions available to contact centres have been far too complex, difficult and expensive to implement and – worst of all – frustrating for agents to use.
CentrePal is a solution built for the contact centre industry, by people from the industry.
We see first hand the problems that call centres, their managers, their agents and the wider organisations they serve encounter.
Our locally based, Australian team is dedicated to helping organisations complete their digital transformation of their enterprise communication with our simple, scalable and cost-effective solutions.
Read what companies around the world say about CentrePal
We were flying blind in terms of how many calls we were getting, how many were being missed or dropped and that’s a difficult thing when you are working from home. With CentrePal Teams Contact Centre, having real stats has helped us to already look at hiring in preparation for the next busy period.
We instantly had visibility with CentrePal. We knew how many calls we were taking a day. We knew what our staffing levels were. We knew how many calls each staff member was taking, how long they are on calls for, we found out obviously the amount of customers that were waiting in a queue.
The fact that CentrePal makes it so easy Contact Centre management to make changes with confidence, without needing to raise a ticket with our IT team, has just made everything a lot more agile.
We wanted Microsoft Teams to better serve our customer relations teams. The CentrePal rollout was seamless. Even staff working from home wasn’t an issue and the staff feedback has been positive.
We knew that a solution that existed solely within Teams would require almost zero retraining, because the staff are already familiar with Teams. With CentrePal, it was a matter of literally half an hour to an hour of training as a team and the customer service teams were up and running with it.