Microsoft Contact Center Intelligence: Universal connector for self-service omnichannel agents
Microsoft Contact Center Intelligence now offers a Universal Connector that enables integration with third-party contact center platforms via API, allowing organizations to deploy AI-powered self-service voice and chat agents without platform migration. This provides admins optional flexibility to modernize existing contact center investments while maintaining conversation context during AI-to-human handoffs.
Microsoft's description
Bring Microsoft AI to the contact center platform of your choice with the Universal Connector. Organizations can now integrate Microsoft self-service voice and chat agents with virtually any contact center using a simple API-based approach. The Universal Connector enables seamless handoff from AI agents to human representatives while preserving the full conversation context, ensuring a connected and personalized customer experience across every interaction. This flexibility allows organizations to modernize at their own pace by bringing AI-powered experiences to their existing contact center investments without requiring a costly migration or platform replacement. Whether supporting voice or chat experiences, customers can quickly extend intelligent self-service capabilities while maintaining continuity across AI and human-assisted engagements.