In this guest blog post, Paul Mason, Chief Commercial Officer at Solgari, considers the customer service landscape and how innovation, such as Solgari's app available in Azure Marketplace, can enable better outcomes for organizations and their customers.
Across customer service functions, organizations are being held back by legacy technology, leaving communication channels isolated, the CX process disjointed and customers unsatisfied.
According to a recent survey from HubSpot, 39% of customer service agents said their biggest challenge was dealing with disconnected systems and data sources. This makes it difficult to provide a seamless customer experience and can impact both their performance and job satisfaction. This is a statistic that may be underreported, as customer information is frequently stored across different systems, creating siloes and making it difficult for CX agents to get an accurate view of the customer journey in real time.
As reported by Accenture, 89% of customers get frustrated when they have to repeat their issues to multiple representatives, including having to change from their preferred channel. For example, if a customer prefers to communicate through social media but is forced to call a customer service hotline, they may become frustrated and feel that their needs are not being met. The absence of real-time visibility and added functionality, such as sentiment analysis, hinder agents in their ability to deliver an efficient or seamless customer experience function. This in turn can lead to a vicious cycle of dissatisfaction, where frustrated customers take it out on their agents, who are left helpless by less-than-optimal systems. Disgruntled customers can also lead to bad reviews, negative word of mouth, and more. Simply put, there’s no good outcome from operating with a subpar system.
However, through innovation with Microsoft Teams, businesses can overcome these issues and revolutionize the customer journey.
A pillar of the modern workplace
Microsoft Teams has rapidly become the dominant platform for workplace operations and communication, with more than 320 million monthly users and counting. Organizations and workers increasingly rely on Microsoft Teams for day-to-day collaboration, with its capabilities now entrenched into the foundations of the modern workplace.
Taking its capabilities a step further, businesses are discovering the multilayered potential of Teams, building on the collaboration application that’s working so well with other functions, like customer service.
As an exciting step change, a previously untapped application that sits within customer experience is building traction. Microsoft Teams can transform the modern contact center with the right applications. This innovation is welcomed as CX agents continue to battle with the great many challenges that hinder progress in the workplace.
Giving CX functions the platform to succeed with Teams
Organizations are looking for ways to seamlessly extend Teams to leverage the benefits of AI and deliver even better customer services. That’s why Solgari started working with Microsoft.
Our Microsoft-native application captures all unstructured customer conversations across every channel directly into the client's CRM and unleashes the next generation of artificial intelligence and AI agents, empowering organizations to deliver exceptional experiences. It instantly provides staff a single view of all customer interactions across any channel, instilling confidence in customers that the agents they’re interacting with understand them and their situation, and it enables the organization to instantly surface the rich insights that are hiding within the gold mine of unstructured data.
Together, Microsoft and Solgari enable businesses to unleash the potential of AI to make customer experiences personalized, data-driven, and frictionless. Solgari Copilot is an out-of-the-box generative AI tool that brings powerful new capabilities within the Teams app, including automated notes, conversation summaries, language translations, AI agents, and customer sentiment analysis. The data generated is seamlessly available to Microsoft 365 Copilot, paving the way for further AI adoption in daily workflows.
This AI-powered 360-degree approach to modern CX is how businesses can make their staff’s jobs far easier and more enjoyable, helping them deliver outstanding service to customers.
Microsoft Teams has the potential to revolutionize customer experience. Innovative applications that are easy to deploy through the Microsoft commercial marketplace allow businesses to seamlessly integrate their customer experience operations into the Teams platform, creating a unified and efficient environment for agents. With AI-native applications, organizations can personalize customer experiences like never before, drive data-driven decisions, and streamline processes.
We’re on hand to help make this a reality for all customer service functions. Get in touch today to understand how you can transform your Microsoft Teams platform into a world-class CX platform and unleash the potential of AI.
Request a demo: https://solgari.com/transform/request-demo
Updated Mar 13, 2025
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