In an era where connectivity has become a vital utility, just the same as electricity or water, there’s never been as much demand for reliable, high-speed broadband.
Recognised as the biggest investment in rural Ireland since rural electrification, NBI’s network is forecast to serve over 1.1 million customers nationwide. NBI has invested in state-of-the-art technologies, building a strong reputation in its quest to be a world-leader in the provision of open-access fibre broadband.
To manage its engagement with end customers and myriad stakeholders, NBI needed a customer engagement platform to effectively manage day-to-day demands, and the agility to instantly scale to manage peaks in demand, such as during extreme weather events which can leave customers temporarily without service.
How NBI managed a 4X increase in interactions
Having made the decision to retire its outsourced contact centre, NBI rapidly onboarded 40 agents onto Solgari’s Microsoft-certified application for Teams in a matter of days in January 2025.
The timing of the onboarding was crucial as it preceded Storm Éowyn, which, given its destructive nature, caused service interruptions and as a result, inbound contacts quadrupled – across end customers, broadband providers and field-technician channels. With Solgari for Microsoft Teams up and running, agents could confidently stay in control in a situation where the previous outsourced model would not have been able to scale in real time.
Why did NBI choose Solgari for Microsoft Teams?
NBI needed a rapid, resilient solution that:
Is available natively in its existing, secure Teams ecosystem (aligned with Microsoft’s compliance standards).
Eliminated multi-system hand-offs and disjointed data flows, creating a single view of all customer interactions and the base for using AI in customer engagement.
Could be purchased on Microsoft azure marketplace as part of existing Microsoft billing.
Scaled instantly without new infrastructure.
What did NBI gain?
40 agents onboarded in under seven days, using the familiar MS Teams interface.
Unified support for end customers, broadband providers, and field
technicians on a single platform.
100 % service continuity even with a quadrupling of interactions.
What's next for NBI?
Having already proven operational resilience in a short space of time, NBI is exploring Solgari’s additional capabilities, including:
Omni-channel expansion (web chat,WhatsApp, social messaging), unifying conversations in a single platform.
Utilising Solgari Copilot assistancefor live agents across transcription, summary and sentiment analysis.
Continue to use Solgari for Teams integration with Microsoft Dynamics 365 to capture all customer conversations.
AI-driven self-service chat
agents for routine queries
and guided troubleshooting.
