CentrePal First to Achieve Microsoft Unify Certification, Ushering in AI-Native Contact Centres for Microsoft Teams

MELBOURNE, Australia – 1 August 2025 – CentrePal, a leading provider of Microsoft Teams-native contact centre solutions, has today announced that it is the first independent software vendor (ISVs) certified on the new Microsoft Teams Contact Center Unify integration model, powered by Teams Phone extensibility. This model unlocks next-generation AI capabilities, empowering contact centres to boost agent productivity, streamline operations, and deliver superior customer outcomes all within Teams. By unifying on Teams infrastructure already in place, customers can enable efficiencies in deployment and administration.

Contact centre leaders face intense pressure to balance operational efficiency whilst delivering exceptional customer experiences, often struggling with tools that fall short. CentrePal’s certification solves these dual demands by embedding advanced AI capabilities directly into Teams, including real-time agent assistance, intelligent call routing, and conversational AI.

“This certification marks a turning point for our customers,” said Sajeewa Nissanka, Head of Product at CentrePal. “We’re redefining CX with practical, AI-driven tools that make agents more efficient and customers more satisfied, all while using the Microsoft Teams infrastructure our clients trust.”

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‍Why It Matters‍

CentrePal’s certification on Unify heralds a new era where AI-native, platform-integrated solutions become the standard for delivering better customer experiences. With deep Azure Communication Services (ACS)integration and native Teams Phone connectivity, CentrePal eliminates the need for legacy SIP infrastructure or costly migrations. The key benefits include:

• Real-Time Agent Assist: AI-driven transcription and knowledge surfacing provide agents with instant insights, reducing call handling times and improving resolution rates.
  
  
• Intelligent Self-Service: Conversational AI and virtual agents resolve customer queries efficiently, allowing agents to focus on more complex issues.
  
  
• Supervisor Empowerment: Advanced dashboards with live sentiment analysis and call monitoring enable proactive management and better customer outcomes.

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“CentrePal using the Microsoft Teams Contact Center Unify model is a leap forward for contact centre innovation,” said Albert Kooiman, Senior Director, Partner Engineering and Customer Experiences, Microsoft.  “Customers can now use CentrePal natively on top of their Teams Phone deployment and benefit from advanced AI features like real-time agent assist, intelligent call routing, and conversational AI enabled by Teams Phone extensibility and Azure Communication Services (ACS).”

CentrePal’s platform, originally built on Microsoft’s Extend integration framework, has been a trusted choice for enterprises seeking Teams-native contact centre solutions. By integrating with the Unify model, CentrePal enhances its foundation with deeper ACS integration, enabling seamless call flows, advanced automation, and enhanced voice capabilities – all without requiring agents to leave Teams.

To coincide with its certification on the Unify model, CentrePal is launching a Feature Preview program for early access to its Voice AI capabilities, available in H2 2025. Organisations and partners can register at www.centrepal.com.‍

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About CentrePal

CentrePal is a certified contact centre solution for Microsoft Teams, delivering enterprise-grade customer engagement capabilities natively within Teams. Headquartered in Melbourne, Australia, CentrePal serves organisations worldwide, enabling them to transform their customer experience through a complete, cloud-native solution. As a Microsoft IP Co-Sell partner, CentrePal's platform unifies voice, chat, email, SMS, and AI self-service channels while eliminating the complexity traditionally associated with contact centre solutions.

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Media Contact:
Tim Suley
Product Marketing Manager
CentrePal
Email: tim.suley@centrepal.com

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