Welcome back to Grow Your Business with Copilot, your guide for real-world customer stories and actionable insights for leveraging AI in small and medium-sized businesses.
In this month’s blog, we’re spotlighting Unifonic, a leading customer engagement platform provider that uses Microsoft 365 Copilot and Copilot Studio to streamline operations, unlock productivity, and fuel growth. We’ll also share the latest product updates designed to help you get even more value from AI in your day-to-day work.
Let’s explore how Unifonic is putting AI to work across their organization to innovate, scale, and stay ahead.
Unifonic fuels innovation and growth with Microsoft 365 Copilot
Unifonic’s mission is to empower businesses to engage and communicate seamlessly with their customers.Unifonic is a leading customer engagement platform provider helping businesses strengthen customer relationships while minimizing communication infrastructure costs. Based in Saudi Arabia, with a presence in six countries, Unifonic supports clients across industries like finance, healthcare, and retail, managing more than 10 billion annual transactions globally.
Unifonic’s SaaS solutions simplify omnichannel communication by unifying voice, text, and web messaging into a single platform. With an unwavering focus on customer experience and innovation, Unifonic continues to scale, evolve, and deliver cutting-edge tools that empower businesses to communicate smarter and faster. Now, with Microsoft 365 Copilot, the company is accelerating its internal innovation, turning AI into a competitive advantage across the organization.
Supporting a culture of innovation
At Unifonic, innovation is more than just a buzzword, it’s woven into the fabric of the company’s operations. The organization is continuously exploring new technologies to fuel growth and improve service delivery. As Mohammed Sleeq, Chief Operational Officer at Unifonic, explains, "Our task is to ask: how can we do better? How can we improve operations, productivity, and the service we offer our customers, which is our end goal?"
With a relentless focus on innovation, Unifonic leverages Copilot to unlock new possibilities. “Thanks to Copilot, we have more time to pursue innovation: think outside the box, research, experiment, and bring more value to the business,” says Sleeq. This freedom to innovate allows Unifonic to explore AI-driven tools, like Copilot agents, which will help develop smarter internal tools and optimize workflows.
Human Resources can create a Copilot agent to help automate and streamline the onboarding process for new employees.*
“We are delivering AI-based products to our customers, so it only made sense to explore how we can make the most of AI for our back-office operations,” says Mahomed Manga, Information and Digital Technology Manager at Unifonic.
AI-powered productivity gains across the organization
Microsoft 365 Copilot has enabled Unifonic to unlock significant productivity gains across the organization, enhancing operations, sales, marketing, development, finance, and HR. Copilot empowers the company to harness the full potential of AI to streamline and automate various processes.
For instance, Copilot helps the Sales team summarize customer meetings and generate follow-up communications efficiently. “A sales representative can email the customer right after, outlining the next steps and keeping the engagement momentum,” explains Manga. This capability saves valuable time, enabling the sales team to focus on building relationships rather than drafting emails or reviewing meeting notes.
Copilot takes the busywork out of meetings, adjusting timelines based upon agreed-to feedback, so you can focus on more important workflows.*
In marketing, Copilot accelerates the creation of presentations and helps uncover critical data hidden in vast amounts of information. “With Copilot, our Sales and Marketing teams are saving two to three hours per person per day,” remarks Manga. These time savings are redirected toward more strategic tasks, further boosting Unifonic’s competitive edge.
The Finance team, which once relied on external partners to manage Power BI dashboards, can now handle this task internally with Copilot. “With Copilot, data has become more easily accessible to stakeholders across the business,” says Manga.
Similarly, Copilot helps Unifonic's Development team stay aligned by linking action items to existing project tickets and manuals, providing senior management with better visibility into project progress. This improves communication and ensures smooth workflow management.
Use Copilot to make connections between meetings outcomes and existing programs, documents, and data.Provide Copilot access to data sources such as Jira trackers to quickly find relevant projects, documents, and tickets.*
Copilot’s impact extends beyond just time-saving; it also empowers employees to work smarter. “With Copilot, data has become more easily accessible to stakeholders across the business,” Manga adds, highlighting how Copilot fosters greater collaboration and seamless information sharing.
Enabling secure and scalable AI adoption
As Unifonic embraces AI, the company places a high priority on ensuring that its adoption is both secure and scalable. To achieve this, Unifonic chose Microsoft 365 as its foundation. With an enterprise-grade security framework in place, the company can explore AI tools with confidence, maintaining full control over its data.
“We were relying on five or six different productivity tools. Managing security across all of them became a hurdle, especially as we were being audited more and regulated by different frameworks across various countries where we operate,” explains Manga. The integration of Copilot within the Microsoft ecosystem provides Unifonic with a unified solution, simplifying the management of security protocols and minimizing risks associated with disparate tools.
Now, Unifonic’s employees can experiment with AI tools without compromising the integrity of the company’s sensitive data. “With Copilot, we have an AI tool we can use across our business with all of our data compartmentalized and safeguarded,” Manga says. This level of security not only supports innovation but also aligns with Unifonic’s regulatory requirements across its diverse international markets.
Shaping what’s next with Copilot
Microsoft 365 and Copilot have become invaluable assets to Unifonic as the company continues its growth journey. From fostering a culture of innovation and driving AI-powered productivity gains across departments to ensuring secure, scalable adoption of AI, Copilot has empowered Unifonic to stay ahead of the competition and deliver cutting-edge solutions to its customers.
Unifonic’s success demonstrates how organizations can embrace AI and leverage comprehensive productivity tools like Microsoft 365 to unlock new levels of efficiency, innovation, and security. With Copilot by their side, Unifonic is well-positioned to continue its mission of transforming customer engagement and driving long-term success.
* Note: The images featuring Copilot experiences used throughout this customer story contain fictitious data meant for illustration purposes only.
If your company has used Microsoft 365 Copilot to grow and you’d like to share your story, we’d love to feature you. Comment below and a member from our team will get in touch!
Take action
Learn more about using Copilot to transform your business, sign up for a trial, or contact our team for a personalized demo.
Try out some of the ways Unifonic uses Copilot
- Help improve onboard using Copilot in Human Resources and Smart Onboarding Agents.
- Quickly recap and query meetings with Copilot in Teams.
- Extend agent capabilities with Copilot connectors.
- Find available Copilot agents in the Agent Store by clicking “All agents” in the left sidebar within Copilot.
- To integrate Jira to Microsoft 365, begin by searching for the Jira Cloud app in the App Store in Teams.
Become a Copilot power user!
- Try a new proven Copilot productivity tip to get time back for more important work.
- Get your one-stop guide to successfully deploy Copilot with the Copilot Success Kit .
- Join the SMB Copilot Community to learn directly from Microsoft experts and your peers.
Here's the latest news on how Microsoft 365 Copilot can accelerate your business
This month at Microsoft Build, we announced that the features announced this Spring will be rolling out to general availability and customers should start seeing some of these experiences landing in their tenant. Here are some of the top features:
- Researcher and Analyst: These two first-of-their-kind reasoning agents are powered by OpenAI’s deep reasoning models and will be rolling out to the Agent Store via the Frontier program1.
- Prioritize My Inbox: Copilot can now help you prioritize mail and provide short summaries in the message list. Emails can be sorted and filtered by Copilot’s priority and you can also choose to have Copilot mark low priority emails.
- Create: Gives you the ability to become your very best creative and unlock design and content creation skills for everyone. Powered by OpenAI’s GPT-4o image generation model and directly integrated with Microsoft Designer, you can easily generate and modify everything from banners, newsletters, surveys, video, images and more.
- Memory and personalization: Copilot will now be even more personalized to you and your work. It learns how you work and understands your needs and preferences through your chats, work profile, custom instructions, and more. The personalization is private just to you, and you can control what Copilot remembers.
Catch up with the slate of other features launched here.
1 The Frontier program gives customers with a Microsoft 365 Copilot license early access to new Copilot innovations while they’re still in development.
Angela Byers
Microsoft
Senior Director, Copilot & Growth Marketing for SMB
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Meet the team
The monthly series, Grow Your Business with Microsoft 365 Copilot, is brought to you by the SMB Copilot marketing team at Microsoft. From entrepreneurs to coffee connoisseurs, they work passionately behind the scenes, sharing the magic of Copilot products with small and medium businesses everywhere. Always ready with a smile, a helping hand, and a clever campaign, they're passionate about helping YOUR business grow!
From left to right: Angela Byers, Mariana Prudencio, Elif Algedik, Kayla Patterson, Briana Taylor, and Gabe Ho
About the blog
The Grow Your Business with Microsoft 365 Copilot blog aims to inspire and delight you with insights and stories on how AI is changing the game for business. This monthly series is designed to empower small and mid-sized businesses to harness the power of AI at work. Each month, we feature scenarios where an SMB is using AI to transform, scale, and grow.
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