Microsoft Brings AI Agents and Analytics to Existing Contact Centers

Microsoft has launched Contact Center Intelligence (CCI) in public preview, offering AI agents, quality monitoring and analytics for organizations using existing contact center platforms.

CCI connects to third-party systems through an open connector, allowing businesses to add Microsoft’s AI capabilities without replacing their contact center. The service is built on Microsoft IQ, which draws on CRM data, contact center insights and organizational information to provide context for AI agents.

The platform is organized around three agents: a Customer Assist Agent for self-service and real-time support for human representatives; a Quality Assurance Agent to assess interactions against quality, compliance and brand standards; and a Service Operations Agent, which Microsoft says is coming soon, to help configure and optimize contact center operations.

Other features include voice and digital self-service, analytics, integrations with more than 1,700 connectors, voice biometric authentication and tools to manage agents through Microsoft Agent 365. Microsoft says organizations can connect CCI to providers including Five9, Cisco Webex Contact Center and Avaya.

Businesses can configure interactions using deterministic flows, generative responses or a combination of both. When a conversation requires human support, the Customer Assist Agent can hand it off to a contact center representative or Microsoft Teams.

Bishan Dass, Digital Development Lead – Americas at Siemens Healthineers, said:

“When a customer has a question or issue about any of our system/solution or administrative support, they need our support for resolution, fast, accurate, in compliant with safety as their need for their patient. Our goal is to bring the same precision of our support experience that we bring via our engineering knowledge and capabilities of being able to troubleshoot and resolve customer issues. With Microsoft Contact Center Intelligence layered onto the Genesys and ServiceNow platforms that we have enabled, we’re building toward a future where both routine and complex remote support can be resolved immediately through agents, without a queue and long wait time and at times while our teams can focus on the moments that need human intervention”.

Microsoft says the Quality Assurance Agent can evaluate historical self-service conversations against built-in and custom metrics, with real-time evaluation planned for a later release. The company says the system can assess up to 100% of conversations, rather than relying on periodic sampling. Real-time evaluations and coaching, along with contact center agent assist, are among the capabilities Microsoft says are coming soon.

CCI also supports voice biometric enrollment and authentication. Microsoft says customers can use a voiceprint to verify their identity during a live call, with authentication retained if a conversation is transferred to a human representative.

Luis Taveras, EVP, Chief Digital and Information Officer at Thomas Jefferson University, commented:

“This provides a clear, reliable way to navigate questions about enrollment, eligibility, coverage, billing, and more as we bring specialized AI agents into our existing HR Service Desk workflow on our timeline. We began the preview in September, and just six weeks later, we are preparing to go live. That speed gives us a faster path to measurable value”.

Agent management and governance are handled through Agent 365, which Microsoft describes as a centralized control plane for deploying, monitoring and managing agents across an organization. Microsoft said Agent 365 had nearly 40 million registered agents across tens of thousands of companies as of July 2026.

Karl Phenix Vice President, Microsoft GTM & Solution, TTEC, said:

“Customers don’t wake up wishing they could replace their contact center platform. They want better customer experiences, more productive agents, and the business outcomes AI can deliver. The challenge is that a full platform migration is often expensive, disruptive, and difficult to justify. Microsoft Contact Center Intelligence gives organizations another option. It allows them to bring Microsoft’s AI capabilities into their existing contact center environment, helping them modernize customer and agent experiences without a rip-and-replace project. That means faster time to value, lower risk, and the flexibility to adopt AI on their terms”.

Microsoft CCI is available in global public preview, except in Austria.