Sunday, 09 January 2022 22:49

CentrePal takes world-first Microsoft Teams native contact centre solution to UK following APAC success Featured


Following the strong market response to the arrival of the world-first native contact centre solution for Microsoft Teams in Australia and the APAC region, CentrePal is set to make good on tremendous interest from the United Kingdom by establishing its first Azure data centre in the region.

CentrePal hit the market in 2021 and fast developed a glowing reputation in Australia and our neighbours for the way in which it 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 previously relied on disjoined contact centre platforms and limited PABX functionalities to provide customer service.

CentrePal used Microsoft’s “extend and power” integration model to turn Microsoft Teams into a complete contact centre solution. With Microsoft Teams already in widespread use across government agencies, enterprise businesses, and small to medium businesses, CentrePal was well received in The Australian market by organisations of all sizes who long sought a native contact centre solution for Teams.

The successful APAC launch was keenly observed and led to increased demand in the UK. Jude Don, APAC partner manager, CentrePal, said, “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.”

“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,” Don said.

“Due to its ease-of-use, we’ve found 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.”

CentrePal's omnichannel capability allows contact centre agents to interact with customers no matter how they get in touch with the business, all irrespective of the telephony infrastructure and providers in use.

CentrePal seamlessly works with calling plans, direct routing, and newly announced operator connect for PSTN calling without any complex integrations or workarounds required.

CentrePal also provides instant mobility to the contact centre agents, allowing them to work equally from home or the office, with all the benefits and security compliance offered by Teams available throughout.

Businesses that employ CentrePal can look forward to all these key benefits, Don said, particularly in the UK with the establishment of an Azure datacenter region.

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

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

You can book a demo of CentrePal for yourself here.

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David M Williams

David has been computing since 1984 where he instantly gravitated to the family Commodore 64. He completed a Bachelor of Computer Science degree from 1990 to 1992, commencing full-time employment as a systems analyst at the end of that year. David subsequently worked as a UNIX Systems Manager, Asia-Pacific technical specialist for an international software company, Business Analyst, IT Manager, and other roles. David has been the Chief Information Officer for national public companies since 2007, delivering IT knowledge and business acumen, seeking to transform the industries within which he works. David is also involved in the user group community, the Australian Computer Society technical advisory boards, and education.

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