Microsoft Introduces Contact Center Intelligence to Transform Customer Experiences
Microsoft has introduced Microsoft Contact Center Intelligence (CCI), a new AI-powered solution designed to improve customer experiences and contact centre performance. Now in public preview, it brings intelligent agents, quality assurance, and analytics to existing contact centre platforms, helping organisations modernise customer service without requiring a complete system replacement.
Here's what you need to know
What Is Microsoft CCI?
Powered by Microsoft IQ, CCI combines CRM data, contact centre insights, and organisational intelligence to help AI agents resolve customer needs with relevant context, enterprise security, and governance.
Three Agents, Three Business Outcomes
Microsoft CCI features three specialised agents designed to improve customer service, quality assurance, and contact centre operations. From resolving enquiries to evaluating interactions and optimising workflows, each agent supports better business outcomes.
Key Features of Microsoft CCI
Microsoft CCI combines AI-powered self-service, quality analytics, flexible integrations, voice biometric authentication, and centralised agent governance. With access to Microsoft IQ and more than 1,700 connectors, organisations can deliver more personalised, consistent, and efficient customer experiences
Your Existing Contact Centre Modernised
Build, test, and deploy AI agents grounded in your business data without a major migration. Combine structured and generative conversations, with handoffs to human representatives when needed.
Improve Quality and Compliance
Evaluate historical self-service conversations against built-in and custom metrics, with real-time evaluation coming soon. Measure up to 100% of conversations for greater visibility into service quality.
Build Trust into Every Interaction
Voice biometric authentication can reduce separate verification steps and support smoother customer experiences, including when calls are handed over to human representatives.
How Can You Get Started?
Microsoft CCI is available in global public preview, except in Austria, with usage-based pricing through Copilot Credits. Connect your existing contact centre through the Microsoft CCI portal and configure an agent for a high-volume customer enquiry.
Give your contact centre team more time to focus on complex customer needs with Power Assist Voice. Provide instant answers to customer enquiries, reduce repetitive tasks, and improve service efficiency with AI-powered assistance. Contact us today to learn more!
