Call centre illustration

Cloud Contact Centres Made Simple

Sentrian Telecom is a gold partner of CentrePal, a Microsoft Teams native contact centre solution.

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With CentrePal, you can unlock the full power of Teams

Empower your company and workers with a streamlined user experience, enhanced customer service, unrivalled flexibility, and detailed reporting, all directly integrated within Microsoft's most popular business software.

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, omni-channel solution that connects directly into Teams.

Illustration of Sentrian Telecom Teams Calling Attendant Console interface.

Revolutionise Your Call Centre

Driver first call resolution
One of the tell-tale signs of the success of any contact centre is its First Call Resolution (FCR) rate. CentrePal helps achieve higher FCR rates by connecting your Contact Centre with the rest of your organisation using the power of Teams.
Keep your finger on the pulse
Advanced, real-time reporting allows contact centre managers to effectively manage and coach agents, all within Microsoft Teams to allow seamless communication, regardless of physical distance.
Enable remote work
CentrePal eliminates the need for and investment required into an on-premises contact centre. Our cloud-based solution enable easy upscaling and downscaling and best of all, simple implementation.
Engage your customers from any channel
CentrePal allows your agents to use Microsoft Teams to engage with your customers on any channel. Advanced routing puts your customers in contact with the best person to answer their queries and provides full interaction timelines and leading CRM integration.
First-class experience for your agents
Empower your agents with seamless integration into the Microsoft Teams UI. Agents can seamlessly collaborate with the rest of the organisation, as well as accessing a wide range of user-friendly features that help increase productivity.
Save time and money with simple rollout
CentrePal is a full SaaS cloud-based contact centre solution, that is exceptionally simple to roll out. Our ‘plug-and-play’ solution ensures you’ll have your contact centre agents up and running in no time, whilst the familiar setting of Microsoft Teams drastically reduces onboarding and training time.
SIP trunks connected to your hosted PBX

Contact Centre delivering Outstanding results

The advantages of Microsoft Teams for contact centres include:
  1. Increased Productivity: Increased agent productivity by 50% thanks to unified communications.
  2. Improved Collaboration: 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.

Powerful features in a familiar setting

Advanced Routing
Ensure your customers speak to the right agents thanks to automated and intelligent call routing.
Interactive Timeline
Ensure your customers speak to the right agents thanks to automated and intelligent call routing.
Wall Boards
Ensure your customers speak to the right agents thanks to automated and intelligent call routing.
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
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.
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