Customer Engagement for Teams 2026
par Solgari
Capture Customer Conversations. Create Business Context. Unlock AI.
tomer engagement happens across voice, messaging, email and digital channels, but valuable context does not always reach CRM. That leaves customer service, sales and AI with an incomplete picture of what customers are saying.
Solgari brings voice, SMS, WhatsApp, web chat, email and social messaging into Microsoft Teams, so employees can engage customers without moving to a separate contact centre application.
Conversations can be captured in Microsoft Dynamics 365 and Dataverse, Salesforce, HubSpot, ServiceNow or a standalone customer database. AI transcription, summaries, translation and sentiment analysis turn conversations into structured context for service, sales, reporting, automation and AI.
LAND: Create a Single View of Customer Conversations
Start with the customer engagement problem that matters most while creating a single view of customer conversations in the Microsoft Cloud.
Start with:
- Customer service across voice and digital channels
- Sales conversations captured in CRM
- 24/7 AI voice and digital self-service for routine enquiries and FAQs, with escalation to live employees
Capabilities include automated call menus (IVR), queues, skills-based routing, recording and archiving, outbound campaigns, supervisor tools, reporting and analytics.
Procure through Microsoft Marketplace, configure the initial use case and get live quickly. Employees work in Teams, while captured conversations build the data foundation for what comes next.
EXPAND: Capture More Customer Conversations
Extend across more employees, departments, channels and use cases:
- Enterprise and Pro: customer service and sales teams
- Solgari Lite: subject matter experts, back-office teams and other customer-facing employees, with voice, messaging, AI assistance and conversation capture
- AI self-service: extend AI voice and digital engagement to more customer journeys
Across supported channels, conversations can be captured, transcribed and summarised. When human expertise is needed, AI interactions can escalate to a live employee, with context preserved in Dataverse or the configured CRM/customer database.
UNLOCK AI: Put Customer Context to Work
As human and AI-led conversations are captured, the conversational data foundation grows, creating richer context for Microsoft AI or relevant AI and intelligence tools in the customer's CRM environment.
Apply that context to:
- Voice of the Customer and sentiment intelligence
- Complaint and churn detection
- Intelligent routing
- Sales and customer service intelligence
- Analytics and automation
Start with one problem. Create a single view of customer conversations. Expand across your organisation. Unlock more value from AI as your conversational data grows.
PROVEN CUSTOMER OUTCOMES
AMB Sports & Entertainment, operator of Mercedes-Benz Stadium and home of the Atlanta Falcons and Atlanta United, started with fragmented fan engagement. Solgari unified engagement in Microsoft Teams and Dynamics 365, going live in days and supporting 2 million+ fans annually. Its conversational data foundation can support AI use cases including 24/7 self-service, Voice of the Fan intelligence, sentiment and theme detection.
Lincoln City FC started with sponsor and partner conversations not consistently reaching HubSpot. Solgari captures these conversations from Microsoft Teams into HubSpot as structured conversational data. Lincoln reports 179% growth in partnership revenue and 3x more businesses engaged within nine months, with the data supporting sales intelligence and future fan-engagement use cases.
Other Solgari for Microsoft Teams customers include Mitsubishi Electric, UPMC Ireland, National Broadband Ireland, INTComex, Thompson Rivers University and LW Theatres, across sports and entertainment, financial services, manufacturing, healthcare, infrastructure, technology and higher education.
BUILT FOR MICROSOFT
Solgari is built on Microsoft Azure and available through Microsoft Marketplace.
- Contact Center for Microsoft Teams certified
- Microsoft 365 certified
- Microsoft Certified Software for Modern Work
GET STARTED
Request a demo to see Customer Engagement for Teams across voice, digital channels, AI and CRM.
Ready to buy? Request a private offer from this Microsoft Marketplace listing
For procurement and deployment guidance, see Solgari's marketplace buying instructions