Dynamics 365 previews Microsoft Contact Center Intelligence

Dynamics 365 has launched Microsoft Contact Center Intelligence (CCI) in public preview. It adds AI agents, quality checks and analytics to existing contact centers. Organizations do not need a full platform replacement to use it.

CCI includes three agents. The Customer Assist Agent resolves customer requests on its own or helps human representatives in real time. The Quality Assurance Agent scores interactions against quality, compliance and brand standards. The Service Operations Agent is coming soon.

An open connector links CCI to third-party contact centers. Admins can set custom guardrails for greetings, brand compliance and sentiment. Agents draw on Microsoft IQ, knowledge sources and more than 1,700 connectors. The source does not give pricing or regional availability.

What it means

If you use Dynamics 365 Sales. Teams on a third-party contact center can add CCI through the open connector without a platform migration.

What to do. Ask your Microsoft team about preview access and pricing before planning a pilot. The source gives neither.

Watch for. The Service Operations Agent release date, which the source lists only as coming soon.