CentrePal

Transform Microsoft’s most powerful collaboration and business software into a full-fledged cloud-based contact centre and immediately improve the experience of your organisation’s customers and agents with a single smooth, omnichannel solution that connects directly into Teams.

CentrePal is a Microsoft Teams native solution that integrates your contact centre with your company’s UC and collaboration platform.

How can CentrePal help your business?

CentrePal is a cloud-based native contact centre solution for Microsoft Teams that offers plug-and-play capabilities to instantly revolutionise your contact centre.

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.

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!

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!

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.

Exceptional Insights: With improved reporting and real-time dashboards, contact centre managers will have full control over their operations.

A New Breed of Contact Centre delivering Outstanding results

CentrePal has created a solution that will provide substantial benefits to the functioning of any contact centre while also being appropriate for our new ‘work-from-home’ reality.

The advantages of Microsoft Teams for contact centres are strong, and they include:

1. Increased Productivity: Increased agent productivity by 50% thanks to unified communications.
2. Improved Collaboration: Teams offers high-quality communication through chat, voice, and video. Contact centres that utilise Teams say that their agents no longer need to repeat themselves, saving them an average of 25 cents each call. In a 250-seat contact centre, this equates to a yearly savings of $404,169.
3. Effortless Collaboration: 88 percent of organisations felt that Teams enhanced meeting efficiency and effectiveness.
4. Easily Customisable: Integrating native applications, such as CentrePal, may save first-line employees several minutes by eliminating the need to move between apps.
5. Improved employee experience: According to reports, worker turnover rates have decreased, saving on recruiting and replacement expenses.

CentrePal is THE Microsoft Teams’ native contact centre solution.

How CentrePal will drive improved performance

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.

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.

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

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.

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.

Powerful, Evergreen Features in a Familiar Setting

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 Integrations
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
Set up Business, After-hours and Holidays rules for your contact centre interactive voice response (IVR) using Schedules.

Making The Switch

Switching to CentrePal is fast, easy, and inexpensive.

CentrePal was developed to be an agile, nimble solution to age-old problems that cost Australian businesses time, money, staff, and customers. It was backed and built by a local expert team who see first-hand the problems that Australia’s small-to-medium enterprises face when attempting to begin and complete a digital transformation.

With over 500,000 organisations using Microsoft Teams for internal collaboration and communication, CentrePal set out to create a solution that was fully integrated with Microsoft’s fastest-growing business app to provide unparalleled simplicity of use for agents and contact centre managers alike.

Contact us now to schedule your CentrePal demo and see what the future of cloud-based contact centre solutions looks like.

Wireless Communications ARE AN ACCREDITED CENTREPAL GOLD PARTNER