Services SETA went live with Solgari for Microsoft Dynamics 365 in weeks: embedding AI-powered telephony, transcription, and analytics into Microsoft’s cloud. The result: faster, more transparent engagement for citizens, partners, and learners across South Africa.
About Services SETA
The Services Sector Education and Training Authority (Services SETA) is a national public organisation responsible for advancing skills development, training, and workforce programmes across South Africa.
Through a network of partners and education providers, Services SETA connects citizens and employers with training opportunities that drive employability and economic growth.
The Challenge
To meet growing expectations for responsiveness and transparency, Services SETA needed to modernise how it connected with citizens, learners, and partners. Its legacy phone system could no longer support efficient, digital-first engagement:
- Disconnected telephony and CRM, causing manual data entry and lost visibility
- Slow, manual service processes with no automation
- No AI tools for transcription, sentiment, or analytics
- Rising demand for faster, more accessible citizen service
Why Solgari
Working with Altron, Services SETA chose Solgari for its Microsoft-native, cloud-based platform that unifies communication and case management:
- Secure voice in Dynamics 365: All calls managed within a single platform
- AI transcription, summaries, and sentiment analysis: Turning calls into actionable insights
- Integrated case management: Every call automatically linked to Dynamics 365 records
- Rapid deployment: Live in weeks to meet compliance and citizen-service targets
The Results
- Speed to value: AI-enabled telephony deployed in record time
- Improved accessibility: Citizens and partners can reach SETA teams more easily
- Efficiency gains: Case management simplified through Dynamics 365 integration
- Future-proof foundation: Ready for omni-channel expansion and broader digital services
The Human Impact
For citizens and partners, engagement is now faster, simpler, and more transparent.
For staff, integrated AI tools remove repetitive work, enabling them to focus on learner outcomes and service quality.
The Future
Building on the success of its Solgari rollout, Services SETA plans to:
- Extend to multi-channel communications across voice, chat, and messaging
- Use AI-driven analytics to monitor engagement trends and improve training support
- Continue transforming citizen experience with modern, cloud-first service delivery
