Solgari: Empowering every employee to be a customer champion
Businesses face several customer experience challenges. These include increasing expectations for on-demand, AI-powered service; fragmented communications across voice, chat, email, and other channels; lost revenue from missed, unlogged, or slow customer interactions; and a glut of expensive tools that do not provide a clear view of each customer.
Solgari has been a Microsoft partner since 2019, first as a member of the ISV Connect program and now with ISV Success as part of the Microsoft AI Cloud Partner Program. The company has customers in 46 countries and works with businesses across multiple industries, including sports and entertainment, healthcare, real estate, financial services, energy, manufacturing, and government.
“At Solgari, we deliver an Azure OpenAI-powered customer engagement app natively in Microsoft Teams – deployable immediately to improve the customer and employee experience and organizational productivity in days,” Solgari CEO John Colgan said.
Available in Azure Marketplace, Solgari for Teams brings voice, messaging, intelligent routing, and AI assistance directly into the familiar Microsoft tools business teams already use without the need for a rip-and-replace project or lengthy integrations. Organizations can go live with Solgari in hours, not months, enabling them to quickly deliver better customer service and faster business results.
As Solgari is available natively in Teams, organizations can provide visibility into customer interactions across every channel, including voice, chat, SMS, WhatsApp, WeChat, and other social media platforms – all without leaving the Teams interface.
The app uses Azure OpenAI and Copilot Studio to deliver immediate generative AI outcomes in the form of the Customer Engagement Copilot and various AI agents. Customer conversation data across all channels is generated immediately and feeds into Microsoft 365 Copilot and other operational AI agents. This data is also captured in CRMs of record, including Microsoft Dynamics 365. For Teams customers without a CRM, Solgari captures this data via Azure Cosmos DB.
Solgari helps businesses extend their Microsoft investments, quickly and easily deliver value, and stay at the leading edge of AI by capturing all customer insights straight out of the box. It earned Microsoft 365 and Microsoft Teams Connected Contact Center certification in 2023, is Azure IP Co-Sell ready, and deprecates Microsoft Azure Consumption Commitment (MACC).
Solgari for Microsoft Teams is a gamechanger for AMBSE
AMB Sports and Entertainment (AMBSE), owner of the NFL’s Atlanta Falcons and Major League Soccer’s Atlanta United FC sports franchises, delivers world-class events at one of the busiest stadiums in the United States, the Mercedes-Benz Stadium in Atlanta, Georgia.
For AMBSE, operating an iconic venue for sports teams is not just about hosting a huge variety of events. It means offering an even greater number of experiences, from family days to corporate hospitality and suites that rival any others in the world. This means the customer service team must be extremely agile, which puts pressure on the IT team to provide solutions that empower AMBSE to deliver truly personalized customer service.
AMBSE faced two key challenges. First, it needed to constantly innovate in a competitive market while ensuring it had access to customer data to leverage emerging technologies, such as generative AI. Second, AMBSE's complex IT estate had grown and developed over the years, making it difficult to provide agents with the insights and information needed to deliver a white-glove experience as well as upsell and cross-sell customers.
Already using Teams as its collaboration platform and Dynamics 365 as its CRM, AMBSE turned to trusted Microsoft partner Solgari to take its customer service to the next level.
“We purchased Solgari Customer Engagement for Teams through a private offer from the Microsoft Azure Marketplace,” said Devin King, IT Director of Client Services, AMBSE. “This is a seamless software procurement experience and adds the Solgari app to our existing Microsoft Azure billing.”
Colgan said, “We are delighted to rapidly help AMBSE to supercharge their fan engagement through this approach. By leveraging Microsoft Azure Marketplace, AMBSE also enjoys frictionless procurement and immediate business impact.”
Through the Solgari app, all customer service channels are pre-integrated into Teams, enabling AMBSE to extend the use of its collaboration tool to democratize customer service. With this pre-built functionality, onboarding was completed in a matter of days, giving agents faster access to powerful new customer service capabilities.
By leveraging the Solgari data hub and case management integration with Dynamics 365, AMBSE agents can view all customer interactions and data, making it much easier to deliver an agile, personalized service across the variety of events on offer.
Giving fans an exceptional experience, thanks to Solgari and Microsoft
“Partnering with Solgari and being able to merge the Microsoft stack of Teams and Dynamics 365 to create a single, seamless pane of glass for agents to operate in has been key,” King said.
Since implementing the Solgari solution for more than 100 associates in its sales and service teams, AMBSE engaged on the Solgari Customer Engagement for Teams app with 1.8 million attendees across 50 major events in 2024, along with 100 additional private events hosted in the stadium and 108 events in the stadium’s Home Depot Backyard for a total of more than two million guests. Associates have a single view of each interaction with every fan and can use Copilot assistance in the form of transcription, conversation summary, sentiment analysis across each channel, and real-time translation. The net impact is far better employee and customer experiences, driving improved fan interactions and leading to maximizing the value of each event.
Solgari boosts operational efficiencies for AMBSE, as speed is crucial for updating both the sales team and customers on sales and promotions. Where it once took weeks or months to launch promotions, Solgari enables AMBSE to go live with new offers in a matter of minutes, delivering faster value across the organization. And with agents being able to access the Solgari application from anywhere, they can work just as productively from home as they can at the office.