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[This article is prerelease documentation and is subject to change.]
Microsoft Contact Center Intelligence brings Microsoft AI capabilities to supported non-Microsoft Contact Center as a Service (CCaaS) platforms. This article summarizes new and recently released capabilities.
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.
October 2026
The initial preview introduces capabilities that help organizations add AI to their existing contact center investments:
- Contact center integrations: Connect supported CCaaS platforms by using native connectors, APIs, event streams, and embedded experiences. Initial guidance includes integrations for Genesys Cloud and a universal connector for other platforms.
- Quality and operational insights: Evaluate interactions with Quality Assurance, monitor real-time performance, and use historical dashboards to identify trends.
- Biometric authentication: Use voice biometrics to identify and authenticate customers, capture consent, manage authentication data, and monitor system and business performance.
- Microsoft platform integration: Reuse agents created in Microsoft Copilot Studio and extend AI solutions with Azure AI Foundry.
Learn about upcoming capabilities
To track planned Microsoft business application and agent capabilities, see the AI at Work roadmap.