One Interface for Every Interaction
Empower your agents with a unified contact-centre platform that lives natively inside Microsoft Teams. Voice, email, web chat, and AI — delivered by BulbNorAm, powered by CentrePal.
2,847
Active Calls Today
96%
Satisfaction Rate
Days
To Deploy, Not Months
40%
Faster Resolution
99.9%
Uptime SLA
24/7
Bilingual Support
Partnership
Why BulbNorAm + CentrePal
Best-in-class contact-centre technology, delivered with local Canadian and North American accountability.
BulbNorAm Delivers
- Microsoft-certified Canadian and NA expertise
- 500+ Teams UC/CC deployments
- Bilingual EN/FR 24/7 support
- Ottawa-based account team
CentrePal Provides
- The native Teams contact-centre platform
- First Microsoft-certified Teams CCaaS ISV globally
- Enterprise-grade AI on Azure Communication Services
- ISO 27001 product certification
You Get
- Deployment in days, not months
- Single accountable partner for the full stack
- Local invoicing in CAD or USD
- Roadmap input via direct CentrePal access
Everything You Need for Exceptional Service
Powerful tools designed to help your team deliver outstanding customer experiences across every touchpoint — without leaving Microsoft Teams.
Complete Customer View
Access full interaction history and CRM data instantly. Know your customers before they say a word.
Interaction Recording
Compliant call recording via industry-leading platform partnerships. Train teams and maintain quality standards.
Advanced Analytics
Rich reporting with Power BI integration. Transform data into actionable insights.
Drag-and-Drop IVR
Drag. Drop. Done. Build sophisticated call flows without writing a single line of code — and update them without raising an IT ticket.
Deep CRM Integration
Connect Dynamics 365, Salesforce, ServiceNow, HubSpot, Jira, and more — context flows automatically to every agent.
Enterprise Security
ISO 27001 certified. Microsoft Teams-native. Your data stays in your Azure tenant with end-to-end encryption.
CentrePal AI
Enterprise-grade AI, embedded at the heart of Teams
No bolt-ons. No app-switching. AI lives directly inside the same Teams window your agents already use.
Native to Microsoft Teams
Built on the Unify (Teams Phone Extensibility) model. AI lives directly in the Teams window — no separate bolt-ons, no app-switching.
Powered by Azure
Runs on Azure Communication Services with enterprise-grade security, compliance, global scale, and resilience.
At the Core of Every Call
Real-time transcription, intent detection, sentiment analysis, and workflow automation are embedded into every conversation.
Trusted & Certified
First Microsoft-certified ISV globally for Teams Contact Centre. Reliability, governance, and Microsoft partnership in one stack.
Every Channel, One Platform
Meet your customers where they are. Unified communications across voice, email, and web chat — all managed from a single interface inside Microsoft Teams.
Turn email into a faster, smarter customer service channel. AI generates structured replies, summarises long threads, classifies messages by topic, and pulls out the key phrases agents need to resolve faster.
- AI reply generation in agent's voice
- Thread summaries on long conversations
- Smart categorisation (support, billing, sales)
- Keyword extraction for faster understanding
Web Chat & Bots
24/7 digital engagement with instant, intelligent support. Generative AI delivers fast, accurate responses from your knowledge base, with seamless handover to live agents for complex queries.
- AI-powered answers from your knowledge base
- Customisable persona and pre-chat flows
- Seamless human handover with full context
- Always-on self-service to cut wait times
Voice
Crystal-clear calls with intelligent routing. Natural-language Voice Input replaces rigid menus — callers state their request in their own words and are routed to the right agent on the first try.
- Natural-language Voice Input Node (no menus)
- Skills-based routing & queue management
- Neural-voice IVR with drag-and-drop builder
- Real-time monitoring & call recording
AI Node
Turn conversations into real-time, actionable data
Every call carries signal — intent, sentiment, entities, urgency. CentrePal's AI Node extracts it in real time and triggers the right workflows automatically.
Context-Rich Conversations
Detects customer intent, sentiment, and key details (names, account numbers) before the call is answered — context flows straight to the agent.
Reduce Handle Time
Pre-populated CRM fields cut down agent typing, enabling faster resolutions and higher throughput.
Automated Workflows
Extract entities for instant CRM validation or ticket creation. Unstructured speech becomes structured data that triggers backend actions seamlessly.
Revenue Protection
Real-time sentiment detection flags frustrated or high-value customers early, routing them to senior agents to protect relationships.
AI Call Summaries
Accurate call notes in seconds, not minutes
Post-call wrap-up is one of the biggest drains on agent productivity. CentrePal auto-generates structured summaries ready to save, edit, or push to CRM.
Faster Wrap-Up
Automatically generate structured call summaries, freeing agents to move quickly to their next interaction.
Consistent Documentation
Standardised notes improve record quality, compliance, and downstream data accuracy.
Flexible Formats
Summaries tailored as bullet points, action items, or decisions — and can be edited before saving.
Enhance Knowledge Base
Accurate records ensure seamless handovers and create a living knowledge base over time.
Live Supervisor Tools
Proactive coaching and intervention while calls are live
Don't wait for the recording. CentrePal gives supervisors live visibility into every conversation so they can step in before small frustrations become churn or compliance incidents.
Live Visibility into Every Call
Supervisors instantly see transcripts, intent, and sentiment during ongoing conversations on one seamless dashboard.
Prevent Escalations Early
Real-time insights let managers step in before frustrated customers churn or compliance issues arise.
Stronger Coaching & Training
New agents benefit from immediate guidance and feedback, improving performance and ramp-up time.
Smarter QA & Performance Management
Review summaries and transcripts instantly for accurate coaching and oversight — no waiting for recordings.
Power BI Reporting
Transform data into decisions that improve customer outcomes
Out-of-the-box Power BI dashboards plus full drill-down analytics. See the metrics that matter on day one, and explore the "why" behind every number.
Accelerate Data-to-Insight
Powerful Power BI visualisations bring your contact-centre metrics to life, exposing performance trends and uncovering opportunities.
Proactive Performance Management
Spot friction points, IVR effectiveness, and bottlenecks. Evaluate agent performance and act before issues escalate.
Out-of-the-Box Templates
Pre-built reports for common contact-centre KPIs deliver instant value on day one.
Drill-Down Analytics
Move beyond surface KPIs with interactive reports that let you explore the why behind the numbers.
Connect Everything
Deeply Integrated
Plug into the Microsoft stack, your CRM, your ITSM, and your custom systems — out of the box, or via APIs and webhooks.
"The fact that it's so easy for us to make changes with confidence, without needing to raise a ticket with our IT team, has just made everything a lot more agile."
Acer
CentrePal customer — global technology
Security You Can Count On
Your customer data deserves enterprise-grade protection. Built on Microsoft Azure with industry-leading certifications — CentrePal is the first ISV globally certified for the Microsoft Teams Contact Centre programme.
ISO 27001 Certified
Internationally recognised information security standards
Azure Cloud Hosted
Data sovereignty with regional hosting options including Canada
End-to-End Encryption
All communications secured in transit and at rest
99.9%
Uptime Guarantee
Global
Data Centers
GDPR Ready
Compliance
24/7
Support
Powering exceptional service for leading organisations
