Microsoft Teams and Dynamics 365 provide a strong foundation for collaboration, sales and data across organizations, yet customer engagement itself is often fragmented. Conversations happen across voice calls, SMS, WhatsApp, email and chat, but the insight from those interactions rarely lands in one place. As a result, engagement feels reactive, sales execution slows and customer experience can vary for individuals.
The problem is too many conversations sit outside Dynamics 365 or rely on manual notes. Teams interact with customers without full history. Managers lack visibility into real engagement activity. AI tools such as Copilot operate with incomplete information. This gap weakens the return on Microsoft investments and limits the impact of any sales or customer strategy.
Customer engagement breaks down when continuity is lost. When conversations are not captured automatically, organizations rely on memory and manual effort. Important signals are missed. Customers repeat themselves. Trust erodes over time. For engagement to scale, conversation capture must be automatic, consistent, and embedded in the tools people already use every day.
How Solgari completes Microsoft customer engagement
Solgari exists to close this gap. It is a customer engagement and communications layer built natively for Microsoft Teams and Dynamics 365. Rather than introducing a separate platform, Solgari extends Microsoft into a true engagement environment.
Voice and digital conversations are handled directly inside Teams and Dynamics 365. Routing, recording, transcription and CRM synchronization happen automatically in the background. Users do not switch tools or change how they work. Engagement happens in the flow of work, inside Microsoft.
Every interaction managed through Solgari is captured and written back to CRM in real time. Calls, messages and chats are associated with the correct contact, account or opportunity without manual effort. This transforms customer engagement from a series of disconnected moments into a continuous, measurable journey. Teams share a single view of the customer. Managers gain real visibility into engagement activity. Decisions are grounded in evidence rather than assumptions.
This foundation also makes AI practical. AI summaries, sentiment analysis, transcription, and translation only deliver value when conversations are available as structured data. Solgari ensures that everyday customer interactions become usable insight, enabling Microsoft Copilot and other AI services to support engagement meaningfully rather than superficially.
Importantly, this model of customer engagement extends beyond the contact center. Many of the most valuable customer conversations happen in sales, account management, and customer success roles. Solgari supports these interactions in the same Microsoft-native way, ensuring that no part of the customer relationship is invisible.
For organizations with substantial existing investments in Microsoft applications, customer engagement is no longer about adding another system. It is about completing the stack they already rely on. By embedding omnichannel engagement, conversation capture, and AI-ready insight directly into Teams and Dynamics 365, Solgari turns Microsoft from a collection of tools into a coherent customer engagement engine.
FAQs
1. What is Microsoft customer engagement?
Microsoft customer engagement refers to using tools like Microsoft Teams and Dynamics 365 to manage customer communications, sales interactions, and service activity. When integrated properly, these tools can support voice, digital messaging, CRM logging, and AI-driven insight inside a single Microsoft environment.
2. How can Microsoft Teams be used for customer engagement?
Microsoft Teams can support customer engagement when extended with certified applications that enable voice, SMS, WhatsApp, chat, and CRM integration inside Teams. Solgari is available as a native Teams application via Microsoft AppSource and runs directly within the Teams interface.
3. Does Solgari integrate with Dynamics 365?
Yes. Solgari integrates natively with Dynamics 365 using Microsoft’s Channel Integration Framework. Conversations can be captured and written back into Dynamics 365 records, enabling CRM synchronization inside the user workflow.
4. How does Solgari capture conversations inside Microsoft?
Solgari routes, records, and synchronizes voice and digital conversations inside Microsoft Teams and Dynamics 365. Interactions can be transcribed, summarized, and logged automatically into CRM records without users switching applications.
5. What channels does Solgari support inside Microsoft?
Solgari supports voice, SMS, WhatsApp, chat, email, and social messaging inside Microsoft Teams and Dynamics 365.
6. How does Solgari support Microsoft Copilot and AI initiatives?
Solgari uses Azure OpenAI to provide transcription, sentiment analysis, summaries, and translation across customer interactions. By structuring conversation data and writing it back to CRM, Solgari helps ensure Microsoft Copilot and other AI tools operate on complete interaction history rather than fragmented data.
7. Is Solgari available through Microsoft marketplaces?
Yes. Solgari is available via Microsoft AppSource and the Azure Marketplace, enabling simplified procurement and deployment within Microsoft environments.
8. Can Solgari be deployed without replacing existing Microsoft tools?
Yes. Solgari extends Microsoft Teams and Dynamics 365 rather than replacing them. It operates as a native application within the Microsoft stack, allowing organizations to build on their existing investments.
9. Is Solgari suitable for regulated industries?
Solgari is positioned for regulated sectors and operates within Microsoft’s Azure environment. Solgari materials reference compliance alignment including GDPR and PCI-DSS. Organizations should validate against their own compliance requirements.
10. How quickly can Solgari be deployed?
Solgari materials state that deployments can be completed in days rather than months for Microsoft-native environments.
