Your contact centre, now inside Microsoft Teams.
CentrePal brings resident calls, emails, and web chat into the Microsoft Teams window your team already uses. Your team can view every queue in real time and can change a call flow themselves without raising a ticket.
- ✓How to see the queue as it happens, and what to do when it spikes
- ✓How to bring new starters up to speed in days rather than weeks
- ✓What your IT team will ask about security, data residency and Teams, with the answers
ISO 27001 CertifiedEight questions every council contact centre should be asking
A short, practical guide for customer service and IT leaders, written for Australian councils.
We guarantee your privacy. Your details are never shared. The guide arrives by email straight away.
Councils and enterprises already running CentrePal inside Teams
Two situations that bring the contact centre question to the table
The Microsoft Teams Phone rollout is underway
If your organisation is already implementing Teams Phone for staff and telephony, you may also be looking at your contact centre.
CentrePal brings your contact centre into the same Microsoft environment, without adding another platform to install and support.
You want to see the queue as it happens
Rates notices go out. Waste collection changes. The phones run hot for a fortnight.
CentrePal gives your team live visibility of the queue, so they can see what is happening while it is happening.
What changes can you expect to see in the first month?
Get new starters up to speed in days
Your team already knows Teams, so there’s no new interface to learn. Narrabri Shire Council reduced onboarding from four weeks to one.
Make changes without waiting on IT
Reducing wait times and bottlenecks helps everyone, and now your team can build and edit call flows with a simple drag-and-drop designer while routing calls by skill, availability, or caller history, without raising a ticket or waiting for a release.
See every queue as it happens; real-time insights are a game changer
Live wallboards show call waiting, longest wait, and who is available, whether the council member is on a screen in the room or on a laptop at home. CentrePal’s Conversational Intelligence can also convey call insights while the call is still happening.
“With CentrePal, some agents are on the phone within the same week they start.”
Built for your existing Microsoft environment
CentrePal works within the Microsoft 365 environment your organisation already uses. That means your IT team does not need to introduce additional hardware or desktop software, or take on another platform to maintain.
Microsoft Certified.
Certified on the Extend and the Unify models, and the first platform in the world certified on Unify.
ISO 27001 Certified.
Independently certified against the international standard for information security.
Your Azure region.
Data sits in the Azure region you pick, so residency and sovereignty are handled by design.
Zero footprint.
No hardware, no desktop client, no servers. It arrives as an app inside Teams.
Connect your way.
Works with Operator Connect, Direct Routing or Microsoft Calling Plans. Keep the carrier you have.
Fewer tickets.
Your customer service team makes routing changes itself, so those requests stop reaching IT.
Fair questions, answered plainly
1. “We cannot afford a big transformation.”
For most councils this lowers cost rather than adding it. Narrabri Shire cut onboarding time by 75 per cent, taking a new hire from four weeks to one. You already pay for Microsoft 365, and this extends that spend rather than sitting beside it.
2. “Change management will be hard on the team.”
Your people work in Teams every day, so the screen is one they know. M3 Logistics had their customer service team trained in about an hour.
3. “We do not have the resource to run another implementation.”
A typical rollout takes about four weeks. It is software only, because there is nothing to install. After go live your own team runs the day to day, so IT’s workload falls.
4. “How does this handle data sovereignty and compliance?”
CentrePal is Microsoft certified and ISO 27001 certified. Your data sits in the Azure region you pick, inside the Microsoft 365 governance you already have.
5. “We have heard vendor promises before.”
Then start small. CentrePal runs paid pilots with two or three of your people over ten to fourteen days, with pass and fail criteria agreed in writing first.
6. “How does this work with our procurement process?”
CentrePal is on the Microsoft Azure Marketplace, which many councils can draw against under arrangements they already hold. Reference calls with comparable councils can be arranged on request.
How can you learn more?
Start with a short call in Teams
Spend 30 minutes with a specialist who works with Australian councils. We’ll talk through your environment, your contact-centre needs and what you’re trying to achieve, no slide deck required.
See your call flows in action
Walk us through how enquiries move through your council today, and we’ll show you how those workflows can be built in CentrePal’s flow designer.
Run a paid pilot if it’s the right fit
If CentrePal looks like a good fit, you can test it with two or three people from your team over 10-14 days. The success criteria are agreed upfront, so everyone knows what the pilot needs to demonstrate.
See how CentrePal works with your own call flows
Tell us where you are today, and a specialist will show you how CentrePal could work within your existing setup. We’ll be in touch within one business day.
- ✓A 30-minute session, held inside Teams
- ✓A specialist who works with Australian councils, not a call centre
- ✓Reference calls with comparable councils, available on request
“With CentrePal, some agents are on the phone within the same week they start.”
Narrabri Shire Council · 75% less onboarding time
Not ready to talk? Take the guided tour instead →
We guarantee your privacy. Your details go to CentrePal's Australian team and are never shared.