Solgari Contact Centre, an app published to Microsoft AppSource, provides all-channel customer support from within Microsoft Teams and includes AI-enabled self-service options. Microsoft AppSource interviewed Rachell McConkie, Contact Center Product Owner at CallTower, to learn why she recommends Solgari Contact Centre.

What do you like best about Solgari Contact Centre?

What I like best about Solgari is how they are helping our customers to enable all their staff to become customer experience champions. The solution is so simple and quick to deploy, and because it sits within the Teams app, our customers find it really intuitive and easy to adopt and can start enjoying the benefits immediately. Their generative AI copilot is included at no extra cost for the users, which makes it easy for us as a partner to help our customers start their AI journey.

How has the product helped your organization?

Through CallTower’s direct routing and operator connect integration with Solgari, we offer an in-application contact center and communication solution for Microsoft Teams. Empowering our sales team, this innovative approach enables us to offer the native AI-powered customer engagement solution to all Teams users who we are marketing our voice services to. This is currently a market of 25 million users globally, and it’s growing by 50% per annum, so as partners we are focused on a fantastic sweet spot with huge demand for native contact center and customer service apps within Teams.

How are customer service and support?

The service and support provided by Solgari are fantastic! If we encounter any issues or have questions about the solution, we can reach out to the Solgari team via email, chat, or phone at any time and receive a swift and comprehensive response. As partners, we hold weekly sessions to review ongoing opportunities and discuss all of our Go-To-Market activities.

Any recommendations to other users considering this product?

Solgari is an app fully inside the Teams application. Agent workflows will be different than traditional Teams functions when adding the additional Contact Centre platform to their Teams setup. Solgari can be set up very effectively for your agents within days, not months.

What is your overall rating for this product?

5 out of 5 stars.

Cloud marketplaces are transforming the way businesses find, try, and deploy applications to help their digital transformation. Learn more about Microsoft AppSource and find ways to discover the right application for your business needs.

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