Developing
Specific pricing, general availability, preview customer numbers and measured outcomes were not stated.
In 60 seconds
- CCI keeps existing telephony, routing, phone numbers and agent desktops in place and adds conversational agents, quality management, analytics, biometric authentication and workflow tools.
- It uses connectors, including a "bring your own" option, with Dynamics 365 Contact Center, Avaya Infinity and Cisco named in an image caption.
- It connects to business context through Microsoft IQ and works with Agent 365 for observing and governing agents.
- Avanade connected Copilot Studio agents with Genesys in under 30 minutes in one scenario; Siemens Healthineers uses CCI alongside Genesys and ServiceNow.
Impact Layer
- What changed
- Microsoft is offering AI agents as an overlay on third-party contact centre platforms, not only on its own.
- Why it matters
- It challenges the "rip and replace" model: companies can add AI without moving telephony.
- Who is affected
- Contact-centre leaders on non-Microsoft platforms and CX technology buyers.
- Martech stack area
- AI, Customer Experience
- Stack impact
- If you run Genesys, Cisco or Avaya, try the 30-day trial on one queue and test connector performance in your regulated workflows.
- Business impact
- Moderate Reported by CX Today's Rob Scott. Pricing, general availability timing, preview customer numbers, measured outcomes beyond anecdotes, supported platform lists and performance in regulated or legacy environments are not stated.
- Related technologies
- What to watch
- General availability and Ignite announcements, which CX Today plans to cover in November.
CX Today’s Rob Scott reported on October 21, 2026 that Microsoft Contact Center Intelligence (CCI) is in public preview. It targets organisations running contact centre platforms that Microsoft does not own.
Features
- Keeps existing telephony, routing, phone numbers and agent desktops in place.
- Adds conversational agents, quality management, analytics, biometric authentication and enterprise workflow tools.
- Uses open, out-of-the-box connectors, including a “bring your own” option; an image caption names Dynamics 365 Contact Center, Avaya Infinity and Cisco.
- Connects to business context through Microsoft IQ, and works with Agent 365 for observing, securing and governing agents.
Examples and numbers
Power Platform offers more than 1,700 connectors. A customer began previewing agents in September and planned to go live six weeks later. Avanade connected Copilot Studio agents with Genesys in under 30 minutes in one scenario. Siemens Healthineers uses CCI alongside Genesys and ServiceNow.
Availability and pricing
Public preview with a 30-day trial. Microsoft says it uses consumption-based pricing; no specific prices are given. Omar Aftab, head of product for CCI: “these agents understand your business, and your business understands your customers.”
Not stated
General availability timing, preview customer numbers, outcomes beyond anecdotes and how connectors perform in regulated or legacy environments.
Our read
An overlay lowers switching cost. Test it on one queue before you decide.
Sources
- CX Today: Microsoft CCI Challenges the 'Rip and Replace' Contact Center Model (opens in a new tab)
Source for the preview, features, examples and gaps.