Customer Engagement for Dynamics 365 2026

Customer conversations happen 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 Dynamics 365, so employees can manage customer engagement alongside the customer, account, opportunity and case information they already use.

Conversations are captured in Microsoft Dataverse. AI transcription, summaries, translation and sentiment analysis turn them into structured customer context for service, sales, reporting, automation and Microsoft AI.

IDEAL FOR

Organisations that want to extend their Microsoft investment, solve a specific customer engagement problem and get live quickly, without a major transformation project.

LAND: Create a Single View of Customer Conversations

Start with the problem that matters most:

• Customer service and case management across voice and digital channels
• Sales and account conversations captured alongside Dynamics 365 records
• AI voice and digital self-service for routine enquiries and FAQs, with escalation to live employees and conversation context captured in Dataverse

Procure through Microsoft Marketplace and configure the initial use case. Employees work alongside familiar Dynamics 365 records and workflows, while captured conversations build the data foundation for what comes next.

EXPAND: Capture More Customer Conversations

Extend across more employees, channels and customer journeys:

• Enterprise and Pro: customer service and sales teams using omnichannel engagement, Solgari Copilot, routing, recording, outbound campaigns, supervisor tools, reporting and analytics
• Lite AI + Recording: subject matter experts, back-office teams and other customer-facing employees using AI conversation capture and recording without full contact centre functionality
• AI self-service: extend AI voice and digital engagement to more customer journeys
• Microsoft Teams: extend engagement to employees working in Teams while continuing to capture conversational data in Dataverse

UNLOCK AI: Put Customer Context to Work

As human and AI-led conversations are captured alongside Dynamics 365 business data, the conversational data foundation grows, creating richer context for Microsoft AI.

Apply that context to:

• Voice of the Customer and sentiment intelligence
• Theme, complaint and churn detection
• Sales and customer service intelligence
• Analytics and automation

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 brought engagement into Microsoft Teams and Dynamics 365, with conversations captured in Dataverse. The deployment went live in 10 days and now supports more than 2 million fans annually, creating a conversational data foundation for further AI use cases.

NHS Wales needed a national contact-tracing solution operational in less than two weeks. Solgari deployed voice and two-way SMS with Dynamics 365 in 10 days, initially supporting 1,250 staff and scaling to 4,500. At peak, it handled 1.2 million SMS and 350,000 calls per month, with communication data feeding directly into Dynamics 365.

Other organisations using Solgari with Dynamics 365 include Mitsubishi Electric, National Broadband Ireland, Tshwane University of Technology and Mimaki, spanning manufacturing, infrastructure, higher education and industrial markets.

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

GEYT STARTED 

Request a demo to see Customer Engagement for Dynamics 365 across voice, digital channels, AI and Dataverse.

For procurement and deployment guidance, see Solgari's Marketplace buying instructions