CentrePal Brings a Microsoft Teams Native Contact Centre Solution to the UK

Following several implementations in APAC, Centrepal enter the UK market with its “world-first” solution

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CentrePal Brings a Microsoft Teams Native Contact Centre Solution to the UK
Contact CenterLatest News

Published: December 23, 2021

Charlie Mitchell

CentrePal has launched its “world-first” native Microsoft Teams contact centre solution in the UK.

The solution enables agents to control, manage, and document the caller’s journey through Teams alone. To do so, it embeds the fundamental functionalities for the modern omnichannel contact centre within the platform. These include a CRM system, IVR and more – streamlining the systems architecture and consolidating UC.

Such a solution differs markedly from using Teams as a separate application or a contact centre integration. The native element paves the way for greater inter-departmental collaboration, slicker business processes, and enhanced data management.

Further benefits include improvements to the agent and IT developer experience. Agents can switch between fewer systems, escalate calls to different channels, and seamlessly access expert support. Meanwhile, IT developers may spend as little as a few hours implementing the solution, as it is access agnostic with plug-in and play functionality.

Yet, despite all these possible benefits, there are four typical uses cases for implementing a Teams-native contact centre:

  1. Advancing the feature set available to agents
  2. Consolidating UC and the contact centre
  3. Replacing Skype for Business
  4. Trading traditional PABX in for a cloud solution

With this proposition, CentrePal targets small and medium-sized businesses (SMBs), securing several new UK-based clients already. These include a local council, university, and recruitment firm.

Discussing this strategy, Jude Don, APAC Partner Manager at CentrePal, says:

Because of its ease-of-use, we’ve found that there is a demand for this solution not only from businesses with active contact centres but also for smaller businesses… looking for a more advanced feature set to what’s already in Microsoft’s native PABX system for customer service functions.

Originally working with small businesses in APAC, which have limited customer service capacity, Centrepal gradually started to onboard more well-established brands too. As its contact centre capabilities increased, operations with 100+ agents soon turned to their solutions.

Such capabilities include Voice of the Customer (VoC), reporting and call back tools, all made available through Teams. Another recent feature is a receptionist console, which increases connectivity across larger enterprises. Continuously innovating, Centrepal also aims to attract more of these larger enterprises over time.

Staring further into the crystal ball, the vendor will incorporate social media and messaging apps into its channel mix, which already includes voice, SMS, and video.

Additional advanced technologies, including voice biometrics, are also part of the company’s future plans as Centrepal begins to establish a global presence.

 

 

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