At ANS, we pride ourselves on building long-lasting partnerships. As we continue our partner showcase, Ryan Martin, Head of Indirect at ANS, sat down with Joe Leberte, Vice President of Sales & Partnerships EMEA at Solgari, to discuss their company, our partnership, and how we continue to grow together. With that said, let’s get to know Solgari…

Solgari

First of all, please introduce yourself and the company… 

• Solgari ‘natively extends’ the Microsoft Teams and Dynamics 365 platforms with Microsoft certified, AI-powered, Contact Center functionality
• and delivered instantly from within your secure Microsoft Cloud, helps transform customer satisfaction and employee engagement in just days 
• Trusted by customers and partners in 46 countries
• Solgari is Endorsed & Supported by Microsoft – a Microsoft Global ISV and an enabler of Microsoft’s Converged Communications and Digital Contact Center Platform Strategies

 

What does your company stand for? What are your values? 

• Imagine significantly improving customer satisfaction and employee engagement in just days!
• Solgari intelligently connects customers to the people and the help they need fast.
• Powered by Microsoft AI, natively extending Teams and Dynamics 365 with Contact Center functionality, and deployed from Azure in minutes.

 

Tell us about your proposition, key tech partners, and how you want to work with others… 

Solgari is born natively in, and deployed instantly from, the Microsoft Azure Cloud, and ‘extends’ the functionality of Microsoft Teams and Dynamics 365 to deliver: 

• Unparalleled speed to adoption and business value
• Highly flexible and competitive ‘persona based’ pricing through Pro and Enterprise subscriptions
• Future proofed with rapid delivery of the Microsoft Azure OpenAI Service roadmap

 

Ultimately, what do you want your company to be known for? 

• Solgari wants to be known for Enabling every employee to be a customer champion

 

Are there any technology areas on your radar screen/any trends in the market that interest you? And why? 

We see four major trends that are enhancing the ability of organisations to democratise customer engagement and shift away from traditional contact center models, engaging more of their organisation in the customer journey: 

1. Enhancing Customer Experience: Enhancing customer experiences and leveraging the power of generative AI are at the forefront for most organiastional leaders today. This reflects a growing recognition of the strategic importance of customer interactions in business success.

2. Improving Employee Experience: Providing tools to support remote and hybrid working environments is essential for a positive employee experience. Recent studies, including one from Forbes, show that 53% of contact center agents report insufficient access to customer information, while McKinsey notes a 49% increase in attrition among customer care employees over the past year.
3. Impact of Generative AI on Customer Service: The potential of generative AI in transforming customer service is profound. Gartner predicts that by 2023, 80% of customer service and support organisations will use generative AI, and 30% of traditional contact center roles could be replaced by AI technologies. 

Solgari AI Copilot (powered by Azure Open AI Service) provides users with real-time Conversation Summary and  Sentiment Analysis across any channel, as well as Next Best Action to assist customer engagement. 

4. Consolidation of Cloud Platforms: The dominance and growth of major collaboration platforms such as Zoom, Microsoft Teams, and Webex, have been significantly boosted by the pandemic. Organisations are adopting hybrid working models that offer flexibility and natural collaboration opportunities. Many are now expanding their collaboration platforms to include telephony and customer engagement features, thereby phasing out expensive, outdated, and inflexible contact center solutions.

 

What is your biggest achievement/what are you most proud of? 

Solgari takes immense pride in being operational across over 46 countries, maintaining strong and fruitful relationships with significant partners, and fostering an incredible team that is dedicated and hardworking. Our global presence, coupled with the collaborative efforts of our team and partners, underscores our commitment to success and excellence in everything we do. 

 

How do you see your company evolving? 

In March, Solgari experienced its most successful month to date, and our pipeline indicates that this momentum is only set to continue. The burgeoning opportunities in the customer engagement space, coupled with significant support from Microsoft, and by working with scale partners such as ANS, position us for exponential growth in the coming periods. 

 

How would you describe your partnership with ANS? 

John Colgan, CEO at Solgari; “We are thrilled to announce our strategic partnership with ANS, combining our AI-powered customer engagement solutions with ANS’s expertise in delivering Microsoft-focused services and applications. Together, we’re empowering businesses to significantly enhance their customer and employee experiences and maximise their existing Microsoft investments.” 

 

What sets ANS apart from the competition? 

ANS stands out from its competition due to its strategic focus on digital transformation and its commitment to providing advanced cloud and managed IT services that are crucial for modern businesses. 

For Solgari, ANS was the perfect company to partner with due to their expertise in Dynamics 365. This collaboration leverages ANS’s deep knowledge and technical skills in Dynamics 365 to enhance our joint offerings, bringing a sophisticated Microsoft Certified Customer Engagement solution to the market. This partnership will allow both companies to harness their strengths and provide innovative, integrated solutions that elevate customer engagement platforms to new heights. 

 

Brief/Potted history of your company 

Solgari was founded on July 1, 2012, by Edward Grant, John Colgan, Marcel McCann, and Vance Harris. Solgari initially focused on providing a contact center solution integrated within Microsoft Dynamics 365. Over time, the company has expanded its offerings to include a comprehensive AI-driven customer engagement solution that operates seamlessly within both Microsoft Teams and Dynamics 365. This evolution reflects Solgari’s commitment to enhancing communication technologies and meeting the dynamic needs of modern businesses. 

 

For more information on Solgari, please see here.