Case Study: Mimaki achieves cloud-based customer service transformation with Solgari

Mimaki accelerates speed to value with Solgari

Mimaki, a prominent manufacturer of wide-format inkjet printers and cutting machines, sought to replace its legacy standalone system. Their challenge was to transition to a fully cloud-based contact center that could seamlessly integrate with Microsoft Teams and Dynamics 365, overcome geographical limitations, and handle complex customer interactions, including an advanced IVR for identifying alphanumeric product codes.

Solgari implemented its solution for Microsoft Dynamics 365 and Teams to address these needs. This included customizing IVR call-flows that integrated with Dynamics 365 data, robust case management features, and providing global scalability. The solution also incorporated Solgari Copilot, powered by Azure Open AI, for agent assistance. The result was a single, consistent customer experience across all channels. Mimaki's Remote Support Service Manager highlighted the incredible speed of configuration and launch, which accelerated their speed to value and provided access to AI and conversational intelligence innovations.

Mimaki