Solgari – The Microsoft Teams Solution for Building the Agentic Contact Centre

Solgari is one vendor option for implementing Ai Agents for customer service.

Solgari is a customer engagement software company that specializes in transforming Microsoft Teams and Dynamics 365 into a native, AI-powered, omnichannel contact center and customer service platform.

Their USP is that the solution is based on Microsoft Teams, making it easy to extend existing practices and skills, and to customize it using the Microsoft development stack.

For organizations already deeply committed to the Microsoft platform this is a very compelling proposition, as it makes adding contact center AI agents a very natural, and easy progression.

As a Microsoft-certified application (available on the Azure Marketplace), it extends existing Microsoft investments without requiring rip-and-replace overhauls or complex integrations — often going live in hours rather than months.

Unified  Communications Intelligence

The core focus is creating a unified “communications intelligence layer” that captures every customer interaction in real time, writes it back to the chosen CRM system (natively supporting Dynamics 365, Salesforce, HubSpot, ServiceNow, and others), and powers advanced AI capabilities.

Key products and offerings include:

• Solgari for Microsoft Teams and Dynamics 365 — The flagship solution that turns these tools into a full omnichannel engagement hub, handling voice, SMS, WhatsApp, email, web chat, Facebook Messenger, Line, WeChat, and more — all from a single interface without app-switching.
• AI-Powered Features — Generative AI chatbots and voicebots for 24/7 automation of routine queries; AI agents and Copilots for live assistance (e.g., sentiment analysis, auto-summaries, recommended actions); real-time translation; intelligent query-to-agent matching (by skills, language, availability); and seamless bot-to-human escalation with full conversation history.
• Omnichannel and Contact Center Capabilities — Supports inbound service, outbound sales (with native dialers), field service (mobile-ready), and expert collaboration; includes AI video Omni-Agents (via partnerships like Napster) for visual AI interactions.
• Data and AI Enablement — Builds a single conversational data layer for analytics, performance dashboards, audit trails, and feeding AI tools like Copilot or agentic systems with complete, governed data.

Solgari targets organizations seeking to modernize customer/employee experiences efficiently within the Microsoft ecosystem, particularly in high-volume, multilingual, or time-sensitive scenarios (e.g., events, public services, education, healthcare). It emphasizes quick deployment, cost efficiency, better service outcomes, and staying at the forefront of AI without added complexity.

Copilot AI

Solgari deeply integrates with Microsoft 365 Copilot, Dynamics 365 Copilot, Copilot Studio, and agentic AI—natively within Teams and Dynamics 365—to boost customer engagement.

It serves as a communications intelligence layer, capturing real-time omnichannel interactions (voice, SMS, WhatsApp, email, chat), transcribing them, and writing governed conversational data back to the CRM (primarily Dynamics 365, plus Salesforce or HubSpot).

It adds real-time Copilot assistance for agents during live Teams conversations. AI chatbots enable 24/7 self-service using existing knowledge bases, Azure OpenAI, and embedded LLMs, with seamless, context-preserving escalation to human agents in Teams or Dynamics 365.

Napster Partnership

Recently they announced a partnership with Napster, to integrate Napster’s Video AI Omni-Agents into Solgari’s customer engagement platform. This brings AI-powered video agents — which provide a visual, conversational interface for handling high-volume, repetitive inquiries (e.g., those needing explanation, clarification, or guided steps) — directly into Microsoft Teams and Dynamics 365.

The solution combines these AI agents with human service teams for seamless handovers (without switching apps or losing context), while capturing all conversational data (including video interactions) across channels like voice, SMS, WhatsApp, email, and chat. This data feeds into the organization’s chosen CRM (such as Dynamics 365) for governance, analytics, reporting, and enabling tools like Microsoft 365 Copilot.

The partnership targets Microsoft-centric organizations dealing with heavy inbound demand in areas like public sector services, higher education, healthcare, or brand engagement — helping control costs and volume with AI while preserving service quality through human expertise where needed.