Extending the Microsoft customer engagement platform to transform customer and employee experiences

Solgari was founded with a goal of creating a customer engagement platform that would provide a single 360-degree view of all customer conversations across all channels and functions. That aspiration has become reality in the form of Solgari Customer Engagement for Teams, a solution that brings together critical customer interaction and sales data from Microsoft Dynamics 365 with the real-time communication and collaboration capabilities of Microsoft Teams. Because the solution is integrated natively with Teams, organizations can facilitate and provide visibility into customer interactions in every channel, including voice, chat, SMS, WhatsApp, WeChat, and other social media platforms – all without having to leave the Teams interface. “Our ability to deliver world-class solutions is predicated on a Microsoft Cloud foundation that includes Dynamics 365, Teams, and Azure. Using these foundational products, which offer built-in security and compliance, global scale, and seamless purchasing and onboarding via the Microsoft Marketplace, means that we can focus our development efforts purely on improving customer engagement,” said John Colgan, Chief Executive Officer at Solgari.

Part of that innovation is exploring how next generation Artificial Intelligence (AI) capabilities can further empower customer service and sales employees to create exceptional customer experiences. Using Microsoft Copilot Studio, Solgari built its own custom Solgari Copilot for Teams, giving customers AI assistance for real-time transcription, conversation summaries, real-time translation, and sentiment analysis across any channel. “Generative AI is an absolute game-changer in opening up insights into customer interactions,” said Colgan. “We were one of the earliest ISVs to work with Copilot Studio and Azure OpenAI to build a customer engagement copilot within our app that would help customers harness the power of their data. Our app is pre-integrated across all channels and, once configured on Azure, it creates a single source of all conversation data, unleashing out-of-the-box AI features that revolutionize the level of service companies can offer in every channel.”

Elevating fan experiences to match world-class events

Led by renowned entrepreneur and co-founder of The Home Depot, Arthur M. Blank, AMB Sports and Entertainment (AMBSE) delivers world-class events at the busiest stadium in the United States: Mercedes-Benz Stadium in Atlanta, Georgia. This 70,000-seat arena is home to the National Football League’s Atlanta Falcons and Major League Soccer’s Atlanta United FC. It has also hosted the biggest names in music, from Taylor Swift to Beyoncé, and is set to stage matches at the upcoming FIFA World Cup 2026. Operating such an iconic venue requires offering unique experiences, from family days out to corporate hospitality and suites, so the customer service team must be extremely agile in creating personalized services for a diverse audience.

As a long-time AT&T customer, AMBSE turned to AT&T Contact Center Consulting practice to evaluate its customer engagement environment. After an extensive review of potential use case scenarios, AT&T recommended Solgari for Microsoft Teams as the best fit for achieving desired business outcomes. Because the Solgari app is integrated natively with Teams and Dynamics 365 Customer Service, the AMBSE IT team was able to onboard users to the new solution in a matter of days, giving agents immediate access to powerful, new customer service capabilities. By leveraging the Solgari data hub and case management integration with Dynamics 365, AMBSE agents can view all customer interactions and data, making it far easier to offer faster, more personalized experiences across its event portfolio. Solgari Copilot also includes generative-AI powered support for better fan interactions. “Partnering with Solgari and being able to merge the Microsoft stack of Teams and Dynamics 365 to create a single, seamless pane of glass for agents to operate in has been key,” said Devin King, IT Director of Client Services at AMBSE. “Solgari for Teams brings all of our communication channels into one central location which has been incredible for us and allowed us to cater our conversations to meet customer preferences.”

In addition to improving customer interactions, the Solgari app also enables AMBSE to accelerate its promotional outreach. Because all channels are integrated natively within Teams, AMBSE can engage with customers on their channel of choice, including chatbots and AI agents. That means the marketing organization can use Teams to connect directly to sales and customer service teams’ members to update all relevant audiences on new promotions. Where it once took weeks or months to launch promotions, it now only takes a matter of minutes, helping deliver faster value to the organization.

Since implementing the Solgari solution for more than 100 associates in its sales and service teams, AMBSE has engaged with 1.8 million attendees across 50 major events in 2024, along with 100 additional private events hosted in the stadium and 108 events in the stadium’s Home Depot Backyard that totaled over 2 million guests. “It’s definitely helping us improve the customer experience,” said Dennette Thornton, Director of Ticket Hospitality and Travel Programs at AMBSE. “We have more data at our fingertips than ever before and the efficiency improvement we have in getting information to our customers is just astronomical.

Continuing investment in AI-led innovation

Solgari is looking to bolster its customer success with continued investment in generative-AI powered capabilities including AI Agents. “As a Microsoft partner, it is great to see the rate of innovation Microsoft is driving around Copilot and generative AI,” said Colgan. “Customer engagement is an area where it is easy for customers to see the value of AI. With all customer conversations on any channel on our app being captured within a single database, there are unlimited AI use cases we help our customers address using Copilot Studio and Azure OpenAI. We are connected deeply with Microsoft engineering teams to ensure that our customers can continue to take advantage of the latest advancements for these technologies, such as offering real-time voice translation within the app.”

"Partnering with Solgari and being able to merge the Microsoft stack of Teams and Dynamics 365 to create a single, seamless pane of glass for agents to operate in has been key."

—Devin King, IT Director of Client Services, AMBSE

"As a Microsoft partner, it is great to see the rate of innovation Microsoft is driving around Copilot and generative AI."

—John Colgan, Chief Executive Officer, Solgari

Solgari creates winning customer service solution for AMB Sports and Entertainment