Customer Engagement for Dynamics 365

by Solgari

What we do: Democratising exceptional Customer & Employee Experiences

How we do it: Extending familiar platforms, enabling every employee to be a customer champion

Solgari natively extends Dynamics 365 with AI-powered customer engagement functionality for all customer-facing roles and creates a single data source of all customer communications which is extended to Microsoft Copilots. Solgari provides unparalleled speed to value, with customers going live within hours.

  • Customers can communicate through any preferred communication channel, whether that’s Voice, SMS, email or a Social channel (WhatsApp, Facebook Messenger, Line, Wechat), with AI Chatbot also available.
  • Customer Service, Sales, Field Engineers, Marketing, Specialists and Back Office users can use the app within whichever Dynamics 365 app they utilize on their laptop, tablet or mobile phone.
  • Solgari AI Copilot (powered by Azure Open AI Service) provides users with real-time Transcription, Conversation Summary and Sentiment Analysis across any channel.
  • Advanced self-service options powered by Microsoft's Azure Open AI Service ensure customers can be authenticated and find answers to the most common issues quickly.
  • Intelligent skills-based routing ensures that customers are connected to the right people within the organisation to help resolve their issue on the first conversation.
  • All customer communications data captured through Dynamics 365 case management.
  • Launch automated and live agent outbound sales, marketing and citizen contact campaigns across voice and SMS, handled by users within Dynamics 365.
  • Supervisors coordinate the entire experience: monitoring and mentoring Agents mid-call provided with real-time analytics and reports and powerful management tools for easy queue or group adjustments.
  • Business Leaders are protected by automatically complying with industry-specific regulations and can unlock the full potential of their investments in their Microsoft estate.

Enterprise and Pro subscriptions

  • The Enterprise and Pro subscriptions are designed for customer service and sales users who are part of the pre-defined contact centre queues and provide full AI-powered customer engagement functionality. Enterprise subscription is suitable for an organization with complex and high-volume needs including unlimited queues and IVRs, whilst the Pro subscription supports less complex needs with up to 5 queues and 3 IVRs.

Compare Pro and Enterprise subscriptions

For further details on how to buy please go to

So what is the USP?

Unparalleled Speed to Value – deployed within Microsoft Dynamics 365 and configured in Azure in hours

Reduced risk – by remaining within your trusted Microsoft Cloud environment

Accelerate and future proof your AI journey – access both the Solgari and Microsoft AI roadmaps

At a glance