The integration was enabled in a recent update of CentrePal's SaaS product for small-scale customer service teams to full-scale contact centres, providing exceptional new possibilities to businesses who work within the Microsoft ecosystem. The new integrations can be deployed within hours.

What the integration means is all agents can handle customer queries with greater efficiency, and collaborate with internal departments, more seamlessly than ever before. Agents will receive screen pops displaying all contact information for the person they are speaking with, in real-time, while being able to access all relevant contact data, notes and tasks.

In practical terms, your customers will experience a new depth of personalised service which means they will never have to repeat themselves. They will experience fewer transfers, experience fewer follow-up calls, and enjoy a higher first-call resolution rate.

Agents will provide a superior customer experience while also reducing after-call work and ensuring high-quality data recording.

Jude Don, APAC partner manager, CentrePal said the added functionalities delivered by the Microsoft Dynamic 365 integration made this milestone an important one for the company.

“We are excited to be able to deliver this integration to our existing customers and believe this will only better position CentrePal in the market,” he said.

“The integration with Microsoft Dynamic 365 will make CentrePal even more powerful for businesses who work within the Microsoft ecosystem and we believe it will help to reduce average handling times, drive higher rates of first call resolution and unlock greater efficiencies between internal departments.
“All of this creates greater customer experience outcomes, but also far better cost efficiencies for the businesses who roll out CentrePal.”

Businesses often make significant investments in CRM technology, but rarely extract the maximum value from them because of failed or clunky integrations with their contact centre solutions, Don said.

“This integration is easily deployed and seamless,” he said.

“At CentrePal, our team works hard to ensure that all our clients are able to leverage the most from their investment in our product, as well as existing investments they have made in other areas of their business.

“A CRM is one of the most important parts of a modern-day business and we truly believe that CentrePal helps ensure our clients extract maximum value from their systems.

“Those working within the Microsoft ecosystem stand to save time and money with CentrePal, all whilst delivering exceptional customer service.”