Connecting customer experience, employee experience and business information with Napster + Solgari.
Before You Invest Three Minutes…
In our first two Frontier Transformation newsletters, we explored how Microsoft partners can build a repeatable AI business by partnering with Solgari, and shared Solgari’s experience as a Software Development Company (SDC) bringing AI applications to customers through Frontier Accelerate for Marketplace.
This time, we’re looking at the outcomes customers are looking for today, and how their ongoing transformation journeys connect with Microsoft’s Frontier Transformation strategy.
Better customer service. More productive employees. Simpler operations. Lower costs. Better business decisions.
Customer engagement is an important place to start because organisations already have valuable information flowing through everyday conversations on phone calls, messages and social channels.
The challenge is connecting those conversations to the employees who serve customers and the information the business needs.
Infinite SaaS Factory: Why Customer Conversations Matter
On 8 October 2026, Microsoft CEO Satya Nadella introduced the Infinite SaaS Factory, describing how Microsoft Copilot, AI agents, business applications and governed business information are coming together to change how organisations work.
Read Satya Nadella’s announcement
Microsoft’s Infinite SaaS Factory is fuelled by trusted business context, including information from customer conversations about needs, intentions, problems, commitments and opportunities that may never appear in a conventional customer record.
Capturing those conversations as structured, queryable information in Microsoft Dataverse creates a practical connection between everyday customer engagement and Microsoft’s wider Copilot and AI-agent capabilities.
Napster + Solgari: Connecting Customer Experience, Employee Experience and Business Information
The end-to-end customer engagement model brings together three connected capabilities.
Customer experience: AI engagement with access to people
Napster AI OmniAgents provide 24/7 engagement for suitable customer enquiries, with conversations handed over to live employees when human judgement or additional support is needed.
Employee experience: Customer engagement within Microsoft
Solgari applications extend Microsoft Teams and Dynamics 365 with customer engagement channels and operational capabilities, helping relevant staff members manage conversations with the customer context needed to respond effectively.
Business information: Conversations become useful data
Solgari captures customer conversations handled by Napster AI OmniAgents and employees as structured, queryable records in Microsoft Dataverse, creating useful business information for employees, operational insight and Microsoft AI applications.
The opportunity grows as conversations accumulate:
One conversation helps an employee understand a customer’s needs. A hundred can reveal recurring problems. Ten thousand can uncover patterns in customer demand, service issues and business opportunities.
The impact reaches across the organisation.
Who benefits | What becomes possible |
Customers, citizens and fans | 24/7 assistance, access to people and more consistent service |
Frontline employees | Better customer context and clearer next actions |
Service and operations leaders | Greater visibility of demand, recurring issues and process improvements |
Business leaders | Better decisions about service, operations and investment |
Microsoft partners | Opportunities to extend customer engagement with Copilot and AI agents |
Frontier Transformation in Action Across Industries
Solgari customers are progressing through customer engagement journeys across multiple industries. Napster AI OmniAgent is moving into deployment across relevant requirements within these journeys.
Industry | Customer challenge | Business outcome |
Sports and entertainment | Fan enquiries about tickets, membership and events | Better fan service and continuity, with 24/7 OmniAgent support for suitable enquiries |
Government and citizen services | Enquiries across departments and channels | More joined-up support and case context, with OmniAgents assisting routine enquiries |
Manufacturing | Customer requirements and issues dispersed across teams | Better account knowledge and follow-up, with OmniAgents supporting product and service enquiries |
Financial services | Relationship information held in individual conversations | More informed advisers and consistent service, with OmniAgents assisting suitable enquiries |
NGOs and humanitarian services | Complex support needs across multiple interactions | Better case continuity, with OmniAgents supporting initial enquiries and directing complex needs to staff |
See the customer use case videos featuring current Solgari customers:
Explore Solgari Customer Stories and Use Case Videos
Start the Conversation: Delivering Frontier Transformation Today
For Microsoft partners, this creates an opportunity to build a repeatable AI business with Solgari around customer outcomes that organisations already need.
Contact Solgari to explore how we can help deliver Frontier Transformation to your customers or your organisation today.
Joe Leberte, VP Sales (EMEA): joe.leberte@solgari.com
Ernie LaBara, Chief Revenue Officer (US): ernie.labara@solgari.com
David Marshall, VP Channel Sales (UK): dundee.marshall@solgari.com
