Today we launched Microsoft Contact Center Intelligence in public preview, and Im so proud of this team. I talk with contact center leaders every week, and I keep hearing the same thing. They can see what AI can do for their customers today. But their platform wont catch up for years, and starting over isnt realistic. So we built Microsoft CCI to meet them where they are. We add Microsoft agents, quality and analytics on top. You keep your phones, routing, and agent desktops.nbsp; What excites me most is the context. Microsoft CCI connects every conversation to what the business already knows in Work IQ, and sends what the contact center learns back to the rest of the organization. Thats when an agent can actually solve the problem, not just answer the question. And because its built on Copilot Studio, extended with Foundry and governed with Agent 365, teams can manage agents with confidence. They can see whether those agents are improving care, not just handling more volume. AI on your terms. Take a look 👉 https://aka.ms/CCI_Blog
A very pragmatic approach to contact center modernization. Having worked on enterprise CX transformations for many years, Ive seen how challenging full platform replacements can be. Bringing AI capabilities into existing environments allows organizations to deliver value faster while protecting their investments. Great to see this direction from Microsoft.
Layering on top instead of rip and replace is the right call. Most contact centers we talk to at Brilo can't afford a 3 year migration. The real test is the one you named: resolved calls going up, not just handled volume.
The future of customer service isnt simply resolving contacts faster. Its resolving customer needs better, with fewer handoffs and less friction. What stands out about Microsoft Contact Center Intelligence is the ability to bring agentic AI into existing contact center ecosystems without forcing a disruptive platform replacement. But the bigger opportunity is connecting three capabilities: resolving routine issues autonomously, continuously evaluating the quality of every interaction, and giving human agents the context to handle situations that genuinely need judgment and empathy. One caution: optimising handle time is not the same as improving customer experience. The real measures are first-contact resolution, customer effort, repeat contacts, trust and business outcomes. The strongest contact centres wont be those that automate the most conversations. Theyll be those that know which conversations to automate, which to augment, and when a human makes all the difference. AI should make customer service feel less like navigating a system and more like getting a problem solved.
An encouraging direction for contact centre modernisation. Our takeaway: start with one service scenario, connect trusted customer context and define clear human handoffs. Measure success through resolved issues, fewer repeat contacts and customer effort, alongside handling time. That’s how AI adoption translates into better care.
Darya Mazandarany Keeping the phones, routing and agent desktops and adding agents on top is a realistic path for contact centres. The part I’d look at closely is what gets sent back to the rest of the organisation. When what the contact center learns feeds Work IQ, who reviews it before other agents start relying on it?
Love the “AI on your terms” framing. Whether customers choose to modernize their contact center platform or bring agents, enterprise context and intelligence to the platforms they already depend on, it creates a pragmatic path to AI transformation. Congrats Darya and team !!
Congratulations Darya Mazandarany and team - love our focus on customers so they can focus on theirs. I think we've got the right mix of using the latest technology but adding value quickly vs. starting over.
Such an exciting milestone! Proud to be part of this incredible team and see our customer-first vision come to life. Huge congratulations to everyone who made this possible. And we’re just getting started 🚀
The keep-what-you-have aspect is what I’m most excited about. Most contact centers I talk to are mid-migration or locked into a platform for years - adding agents, quality and analytics on top of the phones and routing they already run is much easier than rip-and-replace