Microsoft has launched Microsoft Contact Center Intelligence (CCI), a new solution designed to enhance contact center operations by integrating conversational intelligence. Now in public preview, CCI extends the agentic capabilities of Dynamics 365 Contact Center to work with any existing contact center through an open connector. This allows organizations to modernize their contact centers without undergoing lengthy migrations.
The solution is built around three key agents: the Customer Assist Agent, which resolves issues autonomously or assists human representatives; the Quality Assurance Agent, which evaluates interactions against quality and compliance standards; and the upcoming Service Operations Agent, which will help optimize contact center performance. CCI also offers features like multimodal self-service experiences, biometric authentication, and seamless integration with third-party contact center vendors such as Five9, Cisco WebEx Contact Center, and Avaya.
Organizations like Siemens Healthineers and Thomas Jefferson University have already begun testing CCI. Siemens Healthineers aims to resolve support issues faster and reduce wait times, while Thomas Jefferson University highlights the speed of implementation, having prepared to go live just six weeks after starting the preview. CCI is powered by Microsoft IQ, which combines CRM, contact center insights, and organizational intelligence to provide real-time context for AI-driven decision-making.
The solution emphasizes quality assurance, allowing organizations to measure service quality, compliance, and brand adherence across 100% of conversations, rather than relying on periodic sampling. Microsoft CCI is held to the same Multimodal Agent Score (MAS) quality bar used for Dynamics 365 Contact Center, ensuring consistent evaluation across both human and AI agents.