Cloud Contact Centres Made Simple
CentrePal is a Microsoft Teams native solution that integrates your contact centre with your company's UC and collaboration platform.
CentrePal empowers your company and workers with a streamlined user experience, enhanced customer service, unrivalled flexibility, and detailed reporting, all directly integrated within Microsoft Teams.
Powerful Features In A Familiar Setting
CentrePal turns Microsoft Teams into a full-blown contact centre powerhouse. Within, you will find powerful features that make collaboration and customer relationship management a breeze for agents and management alike.
Advanced Routing
Ensure your customers speak to the right agents thanks to automated and intelligent call routing.
Interaction Timeline
Visualise every touchpoint your customer has with your business, complete with comprehensive data and analytics.
Wall boards
Manage performance simply and efficiently with real-time wallboards.
Supervisory Controls
Supervisors are given fantastic oversight into the performance of agents, even allowing barge-ins on agents who are handling customer interaction.
Call-Back Requests
Provide customers the ability to request a call-back without losing their place in the queue.
Reporting
Intelligent reports that rank agents based on performance and customer engagement.
Media Service
Allocate custom hold music and announcements to ensure a better call experience for customers.
Security
Azure provides security and confidence, as well as seamless access thanks to Azure AD SSO.
Interaction Recording
Seamlessly integrate with the leading Compliance Recording and Quality Management platforms.
Call Wrap-up
Ensure agents have enough time to complete all administrative wrap up activities.
CRM Integration
CentrePal can easily integrate with leading CRM platforms, including SalesForce, Dynamics 365.
Customer Surveys
Design post-call surveys and get instant feedback from customers for measuring customer satisfaction.
Flow Designer
Build multi-level interactive voice response (IVR) using the easy-to-use and highly functional drag-and-drop flow designer.
Schedules
Use schedules to create Business, After-hours and Holiday rules for your contact centre interactive voice response (IVR).
Unlock the full power of Microsoft Teams with CentrePal
Transform Teams into a full-fledged cloud-based contact centre with a single smooth, omnichannel solution that immediately improves the experience of your organisation's customers and agents.
Delivering Outstanding Results And Improved Performance
CentrePal turns Microsoft Teams into a full-blown contact centre powerhouse. Within, you will find powerful features that make collaboration and customer relationship management a breeze for agents and management alike.
Allow Remote Work
CentrePal removes the need for and investment in an on-premises contact centre. CentrePal cloud-based system allows for simple upscaling and downscaling, as well as straightforward installation.
Increased client satisfaction
Your clients will appreciate shorter contact times and higher first-call resolutions with the collaborative power of Teams at their fingertips.
Unrivalled adaptability
Do you need to switch telecommunications providers? It's a piece of cake with CentrePal!
Exceptional Insights
With improved reporting and real-time dashboards, contact centre managers will have full control over their operations.
Effortless user experience
There will be no more tabbing between three separate programme windows to accomplish the most basic job. Allow your agents to do all of their tasks in a single, familiar interface.
Fighting fit for our new working environment
Remote working is the way of the future, and your contact centre must be prepared. The native Teams integration in CentrePal positions you and your agents for success, whether in the office or at home!
Drive First-Call Resolution
The First Call Resolution (FCR) rate is one of the most telling indicators of a contact centre's performance. CentrePal improves FCR rates by linking your Contact Centre to the rest of your organisation via the power of Teams.
Talkative Technology
Because of CentrePal's easy connection with major CRMs, as well as native audio, video and screen sharing recording, your agents will have everything they need to assist your customers.
Engage with Your Customers Through Any Channel
CentrePal enables your agents to interact with your clients through any channel by using Microsoft Teams. Advanced routing connects your customers with the best person to address their questions, while also providing complete engagement timings and leading CRM connectivity.
Agents Get a First-Class Experience
Provide your agents with seamless integration into the Microsoft Teams UI that they are familiar with. By ensuring that your agents have access to your whole organisation, you can provide a much better client experience.
Maintain Your Finger on the Pulse
Advanced, real-time reporting enables contact centre managers to efficiently supervise and train agents, all while remaining inside Microsoft Teams for seamless collaboration regardless of physical location.
