Melbourne-based unified communications vendor CentrePal has been certified on Microsoft’s new Teams Contact Centre Unify integration model.
Unify allows companies to develop contact centre applications integrated with Teams through Azure Communication Services and Teams Phone.
CentrePal was originally built on Microsoft’s Extend integration framework, but the certification allows for deeper integration with Teams.
It claims to be the first independent software vendor to receive Teams Unify certification.
The company will be able to offer transcription and knowledge surfacing, chatbots for customer query resolution, and live sentiment analysis and call monitoring through supervisor dashboards.
CentrePal head of product Sajeewa Nissanka said that the certification marks a turning point.
“We’re redefining CX with practical, AI-driven tools that make agents more efficient and customers more satisfied, all while using the Microsoft Teams infrastructure our clients trust," said Nissanka.
The company plans to launch a preview programme for its new Voice AI capabilities in the second half of 2025.
Last year, CentrePal announced that its contact centre solution attained Microsoft Teams Certified Solution status.
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