Unified communications provider Solgari has launched its new contact center solution for Microsoft Teams. The tool brings new agent-assisted and automated customer service, sales, and marketing capabilities to Team users and their customers.
The Teams application is based on Solgari’s solution built on Microsoft Dynamics 365 Customer Service , which launched in 2021. It enables additional communication channels for inbound and outbound customer engagement, including SMS, WhatsApp, social media, and voice.
Agents can switch between conversations with colleagues and customers using the tool’s multi-session handling and real-time reporting dashboards. The solution can leverage the integration between Microsoft Teams and Dynamics 365 by providing a case management capability that adds relevant communications to the customer entity timelines. Solgari for Microsoft Teams can also be used independently of Dynamics 365.
“Solgari for Microsoft Teams answers the demand from Teams users who want to use the application for customer service and sales, putting Teams at the center of customer communications,” said Marcel McCann, chief technology officer at Solgari. “Delivered on Azure and leveraging our Solgari for Dynamics 365 application, Solgari is delivering a scalable and global solution that gives any Teams user access to any communication channel, contact center, and case management capability to address their industry use cases. We are delighted to extend our deep integration with Microsoft with this high-value, customer-focused solution for the modern workplace.”
Business leaders can use the solution to access unified communication channel data, while customers can benefit from a wide range of industry-specific use cases, such as outreach by healthcare professionals, compliant delivery of remote financial advisory services, or post-sale support in manufacturing and retail.
“Solgari is taking advantage of Microsoft Azure, Microsoft 365, and Dynamics 365 to deliver a high value-add cloud contact center solution to Teams users,” said Ben Summers, director of Teams and Microsoft 365 platform marketing at Microsoft. “The integration of Solgari with Microsoft Teams offers Teams users an all-channel cloud contact center solution that rapidly addresses their customers’ sales and support requirements across multiple industries.”
