Microsoft Brings Agentic AI to Existing Contact Centers With CCI

Author: Layne Haaksma, Senior Research Analyst

What's the news?

On Oct. 21, 2026, Microsoft announced the public preview of Microsoft Contact Center Intelligence (CCI), which brings agentic AI to the contact center platforms organizations already use, without requiring them to replace existing systems or undertake complex migrations. CCI is powered by Microsoft IQ, a context layer that connects customer conversations with customer history, enterprise knowledge, and business data. It’s available now in global public preview (except Austria), with agentic capabilities priced on a usage basis through Copilot Credits.

Key capabilities include:

• Agentic self-service: A new designer and customer conversation harness, built on Copilot Studio, for creating self-service experiences in the Customer Assist Agent that resolve issues across voice and digital channels
• Quality, analytics, and performance: A Quality Assurance Agent that evaluates both AI-led and human-led interactions against customizable guardrails, such as greetings, brand compliance, and sentiment
• Open connector: Integration with third-party contact centers, including Five9, Cisco Webex Contact Center, and Avaya, so organizations can add AI without a major migration
• Data and integrations: Agents grounded in Microsoft IQ, knowledge sources, and more than 1,700 connectors
• Voice biometrics: In-the-moment customer authentication within the flow of the conversation, which carries over if the call moves to a human
• Agent governance: A centralized experience through Agent 365 (A365) to deploy, monitor, and govern agents and track their performance and business outcomes

When customers are ready, Microsoft positions Dynamics 365 Contact Center as the path to its full contact center solution.