Dublin, Ireland: Solgari, the AI-powered application that transforms Microsoft Teams into the world’s best customer engagement platform, has announced a landmark integration with Salesforce to help streamline data sharing across its customers’ software stack.
Through the Solgari application, all customer service channels, including voice, SMS and social are delivered pre-integrated within Microsoft Teams. This latest integration means customer conversations are captured in real time within the relevant Salesforce account while the agent is working within the Solgari app, providing a 360-degree customer record. The solution offering is driven by increasing demand to extend capabilities within Teams, which has 340 million active users.
Paul Mason, Chief Commercial Officer at Solgari, shared, “Enabling every employee to be a customer champion, Solgari improves user experience in just days. The platform provides unparalleled speed to value, removing the risk of a complex systems integrations project.”
This integration also introduces Solgari’s out-of-the-box Generative AI tool that brings powerful new capabilities within the Teams app to Salesforce customers. It features two types of AI agents: native and integrative. The former are tightly integrated within the platform and delivers real-time sentiment analysis and intelligent routing. The latter are built by third parties and leverage Solgari’s 360-degree data hub to provide marketing analytics and sales support.
The data generated is seamlessly available to Microsoft 365 Copilot, paving the way for further AI adoption in daily workflows. Moreover, this integration prepares customers to fully leverage AI Agents, the latest breakthrough in deploying AI to enhance customer service.
“Solgari’s 360-degree data hub, combined with AI and native Teams integration, positions us to lead this transformation, providing a complete customer view and enabling next-level engagement,” Mason continued. “Solgari’s AI Agents can access all customer interactions across different channels, offering a unified view and deeper context for Salesforce customers.”
As a certified Microsoft application, Solgari ensures secure, compliant, and efficient solutions, empowering organizations in over 40 countries to deliver exceptional customer experiences.
