Enabling every employee to be a customer champion
Solgari significantly improves both customer experience and employee experience, delivering AI-powered customer engagement functionality ‘out of the box’.
Available natively in Microsoft Teams, Dynamics 365 and Salesforce and delivered from the cloud, Solgari provides unparalleled speed to value with customers live in hours.
Solgari for
Microsoft Teams
Solgari for Microsoft
Dynamics 365
Solgari for
Salesforce
Solgari addresses the key trends driving modern customer engagement
Solgari provides customers with their preferred choice of communication channels
- While customers of all generations prioritise support from a real person, they also want the flexibility to use different channels according to their needs (McKinsey 2024)
- 88% of customer journeys that start in self-service touch multiple channels (Gartner 2024)
Solgari enables every employee to be an integral part of the customer experience
- Companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% for their products and services (PWC 2023)
- Customer experience can no longer be driven just by the frontline sales representative or customer experience team - everyone in your organization has a role to play (HBR 2023)
Straight out of the box - Solgari unlocks the benefits of Generative AI
- 80% of customer service and support organisations will be applying generative Al by 2025 (Gartner, 2023)
- 30% of agents could be replaced by Gen AI by 2025 (Gartner, 2023)
Solgari extends Microsoft Teams and Dynamics 365 with customer engagement functionality so organisations can get more from their existing investments
- The use of online collaboration platforms exploded during the global pandemic and organisations are now looking to extend those platforms with unified communications and line of business functionality
- Microsoft Teams surpassed 320 million monthly active users, with over 17 million Teams Phone PSTN enabled users, and more than 2,000 line-of-business applications available in the Teams App store (Microsoft Inspire 2023)
Delivering exceptional experiences for customers and employees
Maria - Field Service
"Maria works out in the field and can contact the customer and her internal team and access all the information she needs using the Solgari application on her smartphone. This provides her the mobility she needs and allows her to complete everything on the go.”
John - Customer Service
"John can receive and send communications across any channel and has all the information he needs within a single familiar application, removing the need to constantly switch across multiple apps.
He is assisted by the Solgari copilot with live customer sentiment analysis, automatic transcription and
summary of every conversation which saves him lots of time, removing manual admin. John can also very
easily bring in other team members to support the customer directly using any communication channel. ”
Front Office (John in Customer Service)
"John can receive and send communications across any communication channel and has all the information he needs within a single familiar application, removing the need to constantly switch across multiple apps."
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"John can receive and send communications across any communication channel and has all the information he needs within a single familiar application, removing the need to constantly switch across multiple apps."
Bob - Sales
"Bob can keep on top of all his customer interactions across any communication channel and access his CRM records from a single application. Bob can also launch automated outbound customer campaigns and citizen outreach using voice and SMS channels.
Bob can easily collaborate with all his colleagues from anywhere - in the office, at home or on the move and can bring colleagues into a customer conversation across any channel."
Alice - Customer
“Alice can connect via her preferred communication channel at any time - whether that is the self-service chat bot, a voice call, SMS, email or social channels.
Alice appreciates that whichever team member she communicates with they always appear knowledgeable and have full visibility of her current enquiry and all of her historical conversations at their fingertips. The team always also appear very empathic and respond quickly and thoughtfully.
Every experience makes Alice feel that she is dealing with an organisation that knows her and cares about her.”
Jane - Specialist Advisor
“Jane - a specialist in her field - is situated outside of the contact centre. She can join any conversation on any channel to support customer service and sales.”
Jessica - Operations
“Jessica takes care of the important customer administrative tasks and supports the customer facing team by focusing on internal collaboration and communication.”
Richard - Supervisor
“Richard manages the customer service team with full access to all communications across every channel - enabling monitoring and coaching of agents within live conversations. He also can access the recordings, transcriptions and summaries of every end-to-end customer journey across every channel from a single data store. This enables the management team to identify critical performance insights and allows them to adjust the set up of the customer service organisation to constantly improve the customer and employee experience."
Use case videos
The Solgari difference
