Solgari is the leading Contact Center solution certified for Microsoft Teams
Realize the future of AI-powered customer experience with the leading Contact Center solution certified for Microsoft Teams on the Microsoft Marketplace.
Solgari is powering the next generation of customer experience and helping organizations to maximize their investment in the Microsoft suite of products. The Solgari application captures all customer interactions from across every channel in a 360-degree data hub and unleashes the next generation of Artificial Intelligence, empowering organizations to deliver exceptional experiences.
Increase speed to value
Reduce the sales cycle and achieve faster deployments with Solgari’s simple and easy-to-integrate application.
Partner with a trusted app
Solgari is a certified Microsoft application integrated natively within Teams and fully compliant with Microsoft’s ‘secure by design’ principles.
Take control of AI
Take ownership of your customers’ AI journey with practical and immediately impactful AI use cases.
Solgari in Action
5 things every business should consider when building a Microsoft Teams contact center
Microsoft created the perfect combination in response to clear market need, in an IT environment where staff were already well schooled and comfortable. Fast forward to today and Microsoft dominates the collaboration market. It is little wonder then, that organizations have been looking at ways to extend the capabilities of Teams beyond this initial use case. The contact center is an obvious choice.
Frequently Asked Questions
How long does it typically take to implement the solution and go live?
Solgari is powering the next generation of customer experience and helping organizations to maximize their investment in the Microsoft suite of products. The Solgari application captures all customer interactions from across every channel in a 360-degree data hub and unleashes the next generation of Artificial Intelligence, empowering organizations to deliver exceptional experiences.
How seamlessly does Solgari’s contact center solution integrate with Microsoft Teams, and can it be deployed within our existing Microsoft 365 environment?
Solgari is natively integrated with Microsoft Teams, using the Extend model, offering deep functionality across presence, call controls, and chat. Users can make and receive calls directly within Teams, leveraging Microsoft’s native interface while benefiting from Solgari’s advanced voice and omnichannel capabilities.
The solution is deployed within your existing Microsoft 365 tenant without requiring additional infrastructure or major changes, ensuring a smooth and rapid implementation.
What does it mean for this solution to be “certified” for Teams? Are there unique security, quality or compliance benefits that come with certification that non-certified solutions may lack?
Solgari is a Microsoft-certified ISV solution, meaning it meets Microsoft’s highest standards for security, reliability and interoperability within the Teams ecosystem.
This certification ensures that:
- The solution is rigorously tested for seamless integration.
- It meets Microsoft’s compliance and data security standards.
- Solgari benefits from direct Microsoft support and roadmap alignment, ensuring ongoing compatibility and performance.
Unlike non-certified solutions, Solgari is trusted by Microsoft partners and enterprise customers worldwide for its secure and native Teams experience.
Is the solution cloud-based, on-premises or hybrid? And how easily can it align with our organization’s existing IT infrastructure and security policies?
Solgari is a fully cloud-based solution, built natively on Microsoft Azure, providing scalability, security, and resilience. It eliminates the need for on-premises infrastructure while allowing for hybrid deployments if required (e.g., connecting to on-prem telephony).
Solgari aligns with enterprise IT policies through Azure’s security and compliance frameworks, offering single sign-on (SSO), multi-factor authentication (MFA), and role-based access control (RBAC).
As our contact volume grows, can the solution handle increased load without impacting voice quality or uptime? How straightforward is it to add new agents or new channels as we expand?
Solgari is infinitely scalable within Microsoft Azure’s global cloud infrastructure. It can dynamically scale to support increasing call volumes, guaranteeing 99.99% uptime and enterprise-grade voice quality. Adding new agents or communication channels is simple and managed directly through Microsoft Teams & Dynamics 365, allowing your organization to expand seamlessly.
Beyond voice calls, which channels does the solution support (e.g., email, live chat, social media, SMS)? Is there a unified view of customer interactions across all channels?
Solgari provides true omnichannel customer engagement, supporting:
- Voice (PSTN & VoIP)
- SMS & WhatsApp
- Social media (Facebook Messenger, Twitter, Instagram, LinkedIn, etc.)
- Live chat & email
All interactions are captured directly into the client’s CRM system, or we provide a Cosmos DB database on Azure, enabling a unified customer view across all channels. This ensures seamless handovers between digital and voice interactions, improving customer experience.
What level of reporting does the solution provide out of the box (e.g., real-time dashboards, historical reports, agent performance metrics)? Can these analytics be customized or integrated with external BI tools?
Solgari delivers real-time and historical reporting, including:
- Live dashboards (call volumes, response times, customer sentiment)
- Historical reports (trend analysis, SLAs, agent performance)
- AI-driven insights (customer sentiment analysis, transcription-based reporting)
Solgari’s analytics can be customized or integrated with Power BI, Dynamics 365 or other external BI tools, enabling deeper insights tailored to business needs.
How does the solution address data protection, industry regulations (like GDPR), and call recordings? Does it align with our corporate security requirements?
Solgari is built on Microsoft Azure and meets stringent global compliance standards, including:
- GDPR & CCPA-compliant data storage and processing
- Secure call recordings with encryption & access controls
- ISO 27001 & SOC 2 certified security framework
Data is stored within your region of choice for regulatory compliance, and role-based access ensures that sensitive data remains protected.
Does the solution offer built-in workforce management tools, like forecasting, scheduling, and call monitoring. Are there ways to evaluate and improve agent performance?
Solgari integrates with leading Workforce Management (WFM) solutions like Calabrio, offering:
- Scheduling & forecasting for optimized resource planning
- Live call monitoring & coaching
- Automated call transcription & sentiment analysis for quality assessment
Supervisors can access performance reports and agent scorecards, helping drive continuous improvement.
What APIs or integrations are available to connect the contact center to our CRM or ticketing platforms? Can we develop custom workflows or deploy our own AI/chatbot features?
Solgari is pre-integrated with Microsoft Dynamics 365, Salesforce, HubSpot and ServiceNow, enabling seamless CRM and ticketing workflows. Additional integrations are available via:
- Microsoft Graph API (Teams, Outlook, SharePoint)
- Open REST APIs (for third-party applications)
- Copilot & AI Agent integration (for custom chatbots & AI-driven automation)
Customers can extend workflows using Microsoft Power Automate or develop custom solutions with Solgari’s low-code/no-code capabilities.
What additional services or training are available?
Businesses have access to:
- Admin & user training included
- Workflow customization services available
- Dedicated success manager for enterprise clients
Are SLAs included, and what does ongoing technical support look like?
Ongoing support includes:
- Up to 24/7 global support (Enterprise SLAs)
- Response times (Critical: <1 hour, High: <4 hours)
- Microsoft-backed reliability & escalation process
