Microsoft Contact Center Intelligence Preview Announced

Microsoft announced that Microsoft Contact Center Intelligence is now in public preview, adding purpose-built agents, quality features, and analytics to existing contact centers.

Microsoft stated that it took the agentic capabilities built into Dynamics 365 Contact Center and extended them to work with other platforms through an open connector. The company noted that connectors integrate the service with third-party contact center vendors such as Five9, Cisco WebEx Contact Center, and Avaya.

According to Microsoft, the product is organized around three agents: a Customer Assist Agent that resolves issues autonomously or assists human representatives, a Quality Assurance Agent that evaluates interactions against compliance and brand standards, and a Service Operations Agent coming soon.