CentrePal bringing Teams native contact centre solution to UK following APAC success

Following the strong market response in Australia and the APAC region, CentrePal is set to make good on tremendous UK interest with the establishment of its first Azure datacentre in the region.

Having hit the market in 2021, CentrePal has developed a glowing reputation in Australia and surrounds for the way in which it has revolutionised the already extensive capabilities of Microsoft Teams.

CentrePal’s access agnostic native contact centre solution for Microsoft Teams has delivered feature rich contact centre capabilities for Australian businesses who have previously relied on disjoined contact centre platforms and limited PABX functionalities to provide customer service.

Using Microsoft’s “Extend and Power” integration model, CentrePal has turned Microsoft’s most popular, most trusted, and most powerful collaboration and communications tool into the complete contact centre solution.

With the SaaS product already in use in government agencies, enterprise businesses and small-to-medium size businesses, CentrePal has been accepted with open arms in the Australian market by businesses who have long sought a native contact centre solution for Teams.

The successful launch in the APAC region has led to increased demand in the UK, according to CentrePal APAC Partner Manager Jude Don.

“One of the common pieces of feedback we get from our APAC region customers and partners is that there has long been a demand for these advanced contact centre functionalities within Teams,” Mr Don said.

“Because CentrePal is access agnostic, it really is a plug-and-play solution that allows Teams to become a full-blown contact centre solution within the familiar Teams interface.

“Because of its ease-of-use, we’ve found that there is a demand for this solution not only from businesses with active contact centres but also for smaller businesses who have a smaller customer service team who are looking for a more advanced feature set to what’s already in Microsoft’s native PABX system for customer service functions.

“CentrePal is allowing these customer services teams to provide a more personalised service to their customers and clients, has enhanced the customer experience at all stages and allowed for the more consistent customer experience across the organisation.”

With omnichannel capability, contact centre agents can interact with customers no matter how they get in touch with the business, whilst CentrePal’s access agnostic capability provides ‘plug-and-play’ functionality, regardless of the business’ telephony infrastructure and providers. CentrePal seamlessly work with Calling Plans, Direct Routing and newly announced Operator Connect for PSTN calling without needing complex integrations and work-arounds.

Perhaps most importantly, native Microsoft Teams contact centre solutions, like CentrePal, provide instant mobility to the contact centre allowing agents to work from home, with all the benefits and security compliance offered by Teams.

Mr Don said that businesses that employ CentrePal could look forward to all these key benefits, particularly in the UK with the establishment of an Azure datacentre region.

“With Azure Communication Services, CentrePal is bringing out the modern, intelligent and omni-channel communication solution experience natively in Teams for contact centre agents and customer service teams of all sizes,” Mr Don said.

“This provides a one-app, one-screen contact centre experience using the Extend and Power integration model.”