RM575278 - Microsoft Contact Center Intelligence: Universal connector for self-service omnichannel agents

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.

GA date: November CY2026

Preview date: October CY2026