For more information, please read the Microsoft Dynamics 365 blog post by Darya Mazandarany (Corporate Vice President, Dynamics 365 Contact Center).
CCI now in public preview (excluding Austria)
Microsoft has launched Microsoft Contact Center Intelligence (CCI), now in public preview. It takes the AI agent capabilities already built into Dynamics 365 Contact Center and makes them work with other vendors’ contact centre platforms through an open connector. Customers can add AI without a “rip-and-replace” migration. Microsoft has named Five9, Cisco Webex Contact Center and Avaya as supported platforms, and assumedly more announcements will be made next year.
News announced
Three agents are “connected”:
- a Customer Assist Agent that resolves queries autonomously or supports human agents
- a Quality Assurance Agent that checks interactions against quality, compliance and brand standards, and
- Service Operations Agent, which is “coming soon”.
Quality Assurance Agent
Contact centres have traditionally been unable to review every customer interaction, so a human quality assurance team usually listens to, or reads, a small sample, often just a few percent of the calls and chats received, scores them against a checklist and often assumes they represent the bulk of all customer interaction. The approach can miss compliance breaches, poor service or recurring problems that never land in the sample.
Microsoft’s new Quality Assurance Agent can instead evaluate up to 100% of conversations, giving managers fuller visibility and reducing the manual effort of listening to calls one by one. Microsoft’s CCI assesses historical self-service conversations against built-in or custom metrics such as greetings, brand compliance and sentiment. Microsoft’s wording is “up to” 100%, so that is a capability rather than a guarantee, and how accurate and fair AI scoring proves compared with trained human reviewers remains an open question, but its reach in comparison to human capabilities is undeniable.
Microsoft’s CCI includes voice biometric authentication built in, so customers can verify their identity during a live call, and the authentication carries over if the call goes to a human representative.
Governance is gained through Microsoft Agent 365, which Microsoft claims had nearly 40 million registered agents across tens of thousands of companies as of July 2026.
Microsoft notes that some contact centre vendors charge separately for API or voice-channel access, and those costs are not included in CCI.
More additions on the horizon include real-time evaluation and coaching, and Contact Center Agent Assist.
The announcement is timed ahead of Microsoft Ignite, scheduled for 17 to 20 November 2026.
