Solgari is a global provider of cloud-based contact center and unified communications solutions, specifically engineered to operate within the Microsoft 365 ecosystem. Headquartered in Ireland with a significant global presence, the company has carved out a niche as the premier choice for organizations that have standardized their operations on Microsoft Teams and Dynamics 365.

The company’s core offering is a Converged Communications-as-a-Service (CCaaS) platform. This platform bridges the gap between internal collaboration and external customer engagement. Historically, businesses had to maintain separate silos for their office phone systems (UCaaS) and their customer service centers (CCaaS). Solgari eliminates this divide, allowing every employee in an organization to act as a potential customer touchpoint.

Solgari serves a diverse range of industries, with a particular focus on highly regulated sectors such as financial services, healthcare, and professional services. These industries benefit from Solgari’s built-in compliance features, which automate the recording and archiving of communications to meet strict legal standards. The company’s market presence is bolstered by its status as a Microsoft Gold Partner and its availability on the Azure Marketplace, making it a preferred "co-sell" partner for Microsoft’s own sales teams. Their mission is to simplify the complex landscape of business communications by delivering a single, global, and compliant cloud solution.

Positioning

Solgari positions itself as the "Missing Link" for Microsoft-centric enterprises. Their market strategy is not to compete against Microsoft, but to augment and complete the Microsoft vision for the modern workplace. While competitors like Five9, Genesys, or 8x8 offer standalone platforms that require complex API integrations to "talk" to Microsoft, Solgari positions itself as an extension of the Microsoft stack itself.

Their key messaging centers on three pillars:

Simplicity: Reducing the "vendor sprawl" by consolidating communications into the tools employees already use every day.
Compliance: Providing a global, secure, and compliant communication layer that is "always on" and requires no manual intervention from the user.
Efficiency: Driving ROI by maximizing the utility of existing Microsoft licenses.

In the competitive landscape, Solgari avoids the "feature war" of the general CCaaS market. Instead, they focus on the "Integration Experience." They target the mid-market to enterprise segments that find traditional contact center software too cumbersome and disconnected from their CRM and internal collaboration tools. By positioning themselves as a specialized, high-performance engine for Microsoft environments, they appeal to CIOs looking to consolidate their IT stack and reduce total cost of ownership.

Differentiation

The primary technical differentiator for Solgari is its status as a "Microsoft-native" solution. While many contact center providers offer "integrations" with Microsoft Teams, Solgari is built directly on the Microsoft Azure communication stack. This architecture allows for a "single pane of glass" experience where users never have to leave their primary productivity applications to handle complex customer interactions.

Key product advantages include:

Deep Dynamics 365 Integration: Solgari offers more than just a pop-up screen; it enables full automation of data entry, sentiment analysis, and workflow triggering based on real-time voice and digital interactions.
All-Channel Coverage: The platform handles voice, SMS, WhatsApp, WeChat, and video through a unified routing engine, ensuring that customer context is preserved regardless of the medium.
Automated Compliance: Solgari includes built-in military-grade encryption and automated compliance recording (PCI DSS, MiFID II, GDPR) as a standard part of the communication flow, rather than an expensive add-on.
Rapid Deployment: Because it leverages existing Microsoft infrastructure, Solgari can often be deployed in days or weeks, whereas traditional cloud contact centers require months of configuration and SIP trunking setup.
AI-Driven Insights: By utilizing Azure Cognitive Services, Solgari provides real-time transcription and sentiment analysis, allowing supervisors to intervene in difficult calls instantly.

Ideal Customer Profile

The ideal Solgari customer is a mid-market to large enterprise (50 to 5,000+ agents) that is heavily invested in the Microsoft ecosystem. They typically operate in regulated industries like Finance, Healthcare, Legal, or Government. These organizations often have a global footprint and require a solution that can handle multiple languages and international telephony regulations while maintaining a single, centralized management interface. They value 'Compliance-as-a-Service' and seek to reduce the complexity of managing multiple disparate communication vendors.

Best Fit

Microsoft-Centric Organizations: Solgari is arguably the best fit for companies that have standardized on Microsoft Teams and Dynamics 365 and want to avoid 'app-switching' by embedding full telephony and contact center features directly into those interfaces.
Global Multi-Channel Requirements: Ideal for businesses needing to manage Voice, SMS, WhatsApp, WeChat, and Email through a single pane of glass with global carrier reach.
High-Compliance Industries: Specifically designed for Financial Services, Healthcare, and Government sectors where every interaction must be recorded, archived, and searchable for regulatory purposes (PCI DSS, MiFID II, GDPR).
Rapid Scale-Up Scenarios: Because it is cloud-native and integrated with Azure, it is a top choice for organizations that need to deploy contact center capabilities to hundreds of remote users instantly without hardware.

Offerings

Solgari for Microsoft Teams: A native app that adds contact center features (queues, recording, supervisor tools) directly into the Teams sidebar.
Solgari for Dynamics 365: An embedded communication window within Dynamics, allowing for automated data entry and click-to-dial functionality.
Solgari Converse: The standalone browser-based omni-channel console for organizations not using a specific CRM.
Compliance Suite: A specialized offering focused on high-fidelity recording and long-term encrypted storage for regulatory audits.
Global Voice: Carrier services providing PSTN connectivity and number porting globally.

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Buying Guide: Solgari

Everything you need to evaluate Solgari — from features and pricing to implementation and security.

Introduction

Welcome to the comprehensive buying guide for Solgari, a global leader in All-Channel Cloud Communications. This guide is designed to help IT leaders and Customer Experience (CX) executives evaluate Solgari’s unique proposition: a contact center solution built natively inside the Microsoft 365 and Dynamics 365 ecosystem.

In this guide, you will learn how Solgari eliminates the 'silos' of traditional communication by unifying Voice, Video, Chat, and SMS into a single, compliant environment. We will explore its deep integration with Microsoft Teams, its industry-leading compliance features, and the practical requirements for a successful rollout. Whether you are looking to replace a legacy PBX or seeking to transform your customer service into a modern digital powerhouse, this guide provides the technical and business insights necessary to determine if Solgari is the right fit for your organization.

Key Features

Unified All-Channel Communications: Manage Voice, SMS, WhatsApp, WeChat, Line, and Email in a single integrated queue. This ensures customers can reach you on their preferred platform while agents use one interface.
Native Microsoft Integration: Solgari functions as an extension of Microsoft Teams and Dynamics 365. This 'Single Pane of Glass' approach increases agent productivity by removing the need to toggle between apps.
Military-Grade Compliance: Built-in automated recording and archiving for all channels. It includes PCI DSS compliant 'stop-start' recording for secure payments and meets MiFID II and GDPR standards.
Intelligent Routing (ACD/IVR): Advanced call distribution logic based on agent skill sets, language, or customer priority data pulled directly from your CRM.
Real-Time Analytics & Reporting: Comprehensive dashboards that track KPIs across all channels, providing insights into agent performance, wait times, and customer sentiment.
Global Reach: A carrier-grade network that provides local dial-in numbers and toll-free services in over 40 countries, all managed through a centralized cloud console.

Use Cases

Global Financial Services: A multinational bank uses Solgari to handle high-wealth client queries via WhatsApp and Voice. All interactions are automatically recorded and archived to meet MiFID II regulations, with data stored in the client’s local region.
Healthcare Patient Access: A regional hospital group integrates Solgari with their CRM to identify callers by their phone number. This triggers a 'screen-pop' of the patient’s record, reducing call handling time by 30 seconds per interaction.
Retail Customer Support: An e-commerce brand manages seasonal spikes by deploying virtual agents (IVR) that handle common tracking queries, only escalating complex issues to live agents via Teams.
Professional Services: A global law firm uses Solgari to enable remote partners to make and receive 'office' calls from their mobile Teams app, ensuring all client billable time is accurately captured and logged in the practice management system.

Pricing Models

Solgari typically operates on a SaaS Subscription (Per User/Per Month) model.

Tiered Licensing: Pricing is often divided into 'Professional' and 'Enterprise' tiers. Lower tiers focus on voice and basic integration, while higher tiers include full omni-channel capabilities and advanced compliance recording.
Consumption Costs: Traditional telephony charges (SIP trunking, inbound/outbound minutes) apply, though bundled minute packages are often available.
Implementation Fees: One-time professional services fees for setup, configuration, and training.
Key Drivers: The primary cost drivers are the number of concurrent agents, the number of communication channels required (e.g., adding WhatsApp), and the duration of compliant data storage/archiving.

Technical Requirements

Platform: Microsoft 365 Tenant with Teams (for Teams-integrated deployments).
Browser: Modern web browsers (Chrome, Edge, Safari) for the web-based management console.
CRM: Dynamics 365, Salesforce, or other supported CRMs (if using the integrated overlay).
Network: Minimum 100kbps symmetrical bandwidth per concurrent voice call; low latency (<150ms) and jitter (<30ms).
Hardware: Compatible with Teams-certified headsets and handsets. No on-premise servers are required.

Business Requirements

Stakeholder Buy-in: Success requires alignment between IT (for Microsoft 365 administration) and Business Leaders (Customer Service or Sales heads) to define communication workflows.
Process Readiness: Organizations should have a clear map of their customer journey and escalation paths to properly configure the automated call distribution (ACD) and IVR.
Change Management: While the UI is familiar to Teams users, staff will need guidance on managing multi-channel queues and using the integrated CRM screen-pops.
Connectivity: While cloud-based, a stable enterprise-grade internet connection and optimized local network for VoIP (Quality of Service - QoS) are essential for voice clarity.

Implementation Timeline

Discovery & Design (Weeks 1-2): Identifying user personas, channel requirements, and call flow logic.
Environment Setup (Weeks 2-3): Configuring the Solgari instance within the customer's Microsoft Azure/365 tenant and porting or provisioning phone numbers.
Integration & Mapping (Weeks 3-4): Linking Solgari to Dynamics 365 or Salesforce, setting up data fields for automated logging.
UAT & Training (Week 5): User acceptance testing of call flows and training for supervisors and agents.
Go-Live (Week 6): Transitioning to the live environment with hyper-care support. Note: Timeline can be shorter for 'Out-of-the-Box' Teams deployments or longer for complex global migrations.

Support Options

Standard Support: Includes 24/5 email and portal access with defined SLA response times based on issue severity.
Premium/Enterprise Support: Offers 24/7/365 coverage for critical issues, a dedicated Technical Account Manager (TAM), and quarterly business reviews.
Self-Service: A comprehensive knowledge base, video tutorials, and technical documentation for internal IT teams.
Professional Services: Available for complex migrations, custom API development, and bespoke workflow automation.

Integration Requirements

Solgari is built on a 'SIP-to-Teams' and 'API-first' philosophy.

Microsoft Ecosystem: Native integration with Microsoft Teams (via Direct Routing or Operator Connect) and Dynamics 365 (via CIF - Channel Integration Framework).
CRM Connectors: Pre-built connectors for Salesforce, ServiceNow, and Zendesk.
APIs: Robust REST APIs for custom integrations with proprietary backend databases or ERPs.
Data Sync: Real-time synchronization of call recordings and transcripts directly into the CRM record.
Authentication: Supports Single Sign-On (SSO) via Azure Active Directory (Microsoft Entra ID).

Security & Compliance

Compliance Certifications: ISO 27001 certified, SOC 2 compliant, and HIPAA ready for healthcare applications.
Data Residency: Leverages Microsoft Azure’s global footprint, allowing customers to choose specific regions for data storage to satisfy local data sovereignty laws.
Encryption: All communications are encrypted in transit (TLS) and at rest (AES-256).
Financial Security: Fully PCI DSS Level 1 compliant, featuring automated DTMF masking so agents never hear or see credit card details during transactions.
Audit Trails: Detailed logs of every system access and configuration change for internal or external auditing.

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