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 ServiceNow account while the agent is working within the Solgari app, providing a 360-degree customer record. The solution offering is driven by widespread demand within ServiceNow customers looking to extend capabilities within Teams, which has 340 million active users.
Paul Mason, Chief Commercial Officer at Solgari, shared, “Our existing customers and partners in the UK, US, Benelux and Australia drove the demand for this ServiceNow integration, with the first customers already reporting significant positive employee and customer experience feedback.”
This integration also introduces Solgari Copilot to ServiceNow customers. This is an out-of-the-box Generative AI tool that brings powerful new capabilities within the Teams app, including automated notes, conversation summaries and customer sentiment analysis. 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.
“Teams is a superhighway for businesses, and our application sits at the middle of it,” Mason continued. “Organizations are looking for ways to seamlessly extend Teams to leverage the benefits of AI and deliver even better customer services. Solgari’s integration with ServiceNow is a game-changer for businesses looking to enhance their customer service capabilities.”
As a certified Microsoft application, Solgari ensures secure, compliant, and efficient solutions, empowering organizations in over 40 countries to deliver exceptional customer experiences.
