Resolve Calls Faster. Empower Every Agent.
CentrePal is the first platform to be Unify certified, bringing AI-powered customer engagement natively into Microsoft Teams.
Microsoft's Unify integration model consolidates communications, data, and AI at the infrastructure level.
As the first certified solution, CentrePal brings this power directly into your contact centre with real-time intelligence and seamless call automation.
Smarter Conversations, Stronger Outcomes
CentrePal brings voice and AI together in Microsoft Teams, helping agents, supervisors, and customers connect more effectively.
Understand Customers in Their Own Words
Detect intent, sentiment, and key details directly from natural speech. Remove the friction of IVR menus and route calls faster to the right destination.
Stay Ahead of Every Interaction
Supervisors can view live transcripts, insights, and sentiment during active calls, giving them the tools to step in early, coach effectively, and maintain compliance.
Close Calls with
Confidence
AI-generated summaries capture decisions, action items, and sentiment instantly. Agents save time on wrap-up, while leaders gain consistent, searchable records.
AI at the Voice Core
Microsoft Teams already gives you a rock-solid voice foundation. With the new Unify integration model, CentrePal builds directly on that core - eliminating the need for SIP trunks or third-party connectors.
Proven reliability: Calls running on Microsoft's own Teams Phone infrastructure.
AI at the Core: Real-Time Transcription, Intelligent Routing, and Automation built into every call.
Extend into your business apps: Bring CentrePal's agent experience to your CRM or other line-of-business apps - without leaving the Microsoft ecosystem.
Future-proofed by design: Built on Microsoft’s latest architecture, CentrePal is designed to evolve with Teams and the Microsoft ecosystem. As AI capabilities advance, your contact centre stays ahead - without costly migrations or third-party add-ons.
Security you can count on
When it comes to your sensitive data, you can't afford second best. CentrePal and our AI features are built on Microsoft’s trusted cloud, accredited to global standards, and designed so your data always stays under your control.
Microsoft Certified
CentrePal proudly holds Microsoft's highest certifications as a Teams Contact Center and Microsoft 365 solution.
ISO 27001:2022
We are ISO 27001 certified, the internationally recognised benchmark for information security management.
Securely hosted & governed in Azure
Your data is securely hosted in the Microsoft Azure Cloud. With the flexibility to run in your region, CentrePal ensures data sovereignty and compliance with local regulations, all while benefiting from Azure’s world-class infrastructure. Your data is never shared across environments, and is never used to train foundation models.
See what Unify means for CX
Microsoft MVP James Arber unpacks the new Unify integration model, how it extends Teams Phone, and what it unlocks for customer engagement.
Watch the video to learn how CentrePal is using this model to deliver AI-powered features natively inside Teams.
FAQs
Have questions about Microsoft Unify and CentrePal? Here are the answers to the ones we hear most often.
Unify (Teams Phone Extensibility) is Microsoft's new integration model for Teams, powered by Azure Communication Services & Teams Phone. It provides a native, secure way to deliver AI-powered customer engagement capabilities within Teams - without requiring legacy SIP or third-party connectors.
CentrePal was the first contact centre globally to achieve Unify certification. That means our solution has been validated by Microsoft for reliability, integration compatibility, security, and enterprise-grade compliance.
Extend brought the agent experience into Teams. Unify goes deeper, consolidating telephony and contact centre infrastructure on Microsoft’s core, eliminating the need for SIP trunks or third-party AI services.
CentrePal introduces AI throughout the contact centre experience. Voice AI captures natural speech and detects intent, sentiment, and key details to route calls faster. Supervisors benefit from real-time transcripts and sentiment dashboards, giving them visibility to step in early when needed. After each call, AI-generated summaries provide accurate wrap-up notes and action items, saving agents time and improving consistency across the business.
No. CentrePal works seamlessly with Microsoft Calling Plans, Operator Connect, and Direct Routing. There's no need for separate SIP trunks, SBCs, or number porting to CentrePal.
All data stays within Microsoft’s Azure, and identity is managed by Entra ID (formally known as AAD). CentrePal is ISO 27001:2022 certified, ensuring enterprise-grade compliance and governance.
No. CentrePal runs inside Microsoft Teams, so agents work in the environment they already know. The experience feels familiar, while AI provides real-time support - helping agents deliver better customer service with less effort.
You can book a guided demo with our team to experience CentrePal. We'll walk you through the Unify-certified features - from Voice AI to supervisor insights - and how CentrePal can transform your customer experience.
Take the next step in exceptional service
