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[This article is prerelease documentation and is subject to change.]
Microsoft Contact Center Intelligence is an intelligent layer for contact centers. It helps organizations deploy purpose-built AI agents, quality assurance, authentication, and operational insights across Dynamics 365 Contact Center and non-Microsoft Contact Center as a Service (CCaaS) platforms.
Contact Center Intelligence complements the systems that are already used for telephony, routing, queues, and representative engagement. Microsoft AI, security, governance, and extensibility are introduced through supported native integrations, connectors, APIs, event streams, and embedded experiences.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Why Contact Center Intelligence
Contact Center Intelligence enables organizations adopt modern voice and digital AI while preserving existing contact center investments and modernizing incrementally. Organizations can reuse Microsoft Copilot Studio agents, extend them with Azure AI Foundry, and deploy AI agents and workflows consistently across voice and digital channels, helping maximize existing AI investments and accelerate deployment.
Organizations can use Contact Center Intelligence with:
Dynamics 365 Contact Center, where Microsoft provides contact center and AI capabilities as an integrated experience.
Non-Microsoft CCaaS platforms, where connectors, APIs, events, and embedded experiences bring Microsoft AI into an existing contact center.
Hybrid deployments, where individual workloads are introduced without replacing the full contact center platform.
Capabilities in Contact Center Intelligence
Self-service agents: Resolve end-to-end customer inquiries across channels. Customer Assist Agent can handle complete interactions across voice and digital channels. Use conversational generative AI voice experiences where natural dialogue is appropriate and structured flows where deterministic collection, authentication, routing, or escalation is required.
Biometric authentication: Verify identity in the flow of conversation. Authentication and anti-fraud capabilities can combine supported identity evidence, voice biometrics, fraud signals, and multifactor authentication into an interaction outcome. Organizations define consent, confidence thresholds, retry limits, fallback procedures, access controls, and human-review requirements.
Quality management: Expand quality review beyond small samples. AI-assisted quality assurance can evaluate permitted interaction data, identify potential compliance risk, and surface coaching opportunities. Supervisors can use real-time indicators during supported engagements and historical analytics after interactions are complete.