CentrePal

There’s a big difference between rolling out AI quickly and rolling it out with intent. The better implementations don’t start with “where can we use AI?” They start with a specific problem, the outcome that needs to improve, and the people who will actually use it. That’s when AI becomes genuinely useful, supporting teams, reducing repetitive work and giving people more time for the parts of the job that still need judgement and a human response. #AIReady #PostPilot #AskTheRightQuestion

AI presents new opportunities for local councils, but knowing where to begin is what turns potential into progress. Join Microsoft and CentrePal on Thursday, 22nd October, in Melbourne for the Microsoft Innovation Exchange, bringing local government leaders together to explore practical applications of AI across resident services, from making information more accessible to helping staff resolve requests with greater context and efficiency. Discover where AI could make the greatest difference for your council, how to shape a roadmap around your priorities and readiness, and how to build a case for change that resonates with your executive team and councillors. Thursday, 22 October 2026 | 9:00 am AEDT Connect with peers, exchange perspectives, and explore what AI could mean for the way you serve your community.

UC and contact centre convergence has been underway for years. As AI becomes more embedded in customer engagement, the conversation is only one part of the picture. Context, collaboration, workflow and the next action are starting to matter just as much. That changes what we should be designing for. I wrote about where I think this shift is heading, and why the next phase of convergence may be less about platforms and more about the work around the conversation.

Whether it's multiple transfers or no visibility, nobody wants to explain why they’re calling twice. When your team can see the full context on the first call, your residents can receive a resolution with less back-and-forth. See how CentrePal makes that possible.

One call. One answer. That's what real resolution looks like. Book a Demo and see how CentrePal makes it possible.

Your Monday morning shouldn’t start with five logins. CentrePal brings your customer conversations, context, and telephony together in Microsoft Teams, so your team can spend less time switching between systems and more time solving what matters. Open Microsoft Teams. Start working.