About this tag
Contact center AI refers to the integration of artificial intelligence into customer service platforms, often within Microsoft Teams or Dynamics 365. Recent discussions on WindowsForum cover AI-powered features like sentiment analysis, transcription, intelligent routing, and real-time voice agents. Products such as Tendfor 3.20, RingCentral's Customer Engagement Bundle, and Cisco Webex AI agents are highlighted for bringing AI evaluation, consent-based recording, and agentic collaboration into contact center workflows. These developments aim to streamline customer conversations, improve compliance, and enhance agent productivity by embedding AI directly into existing collaboration tools. The tag focuses on how AI is transforming contact centers from scripted IVR systems into dynamic, speech-to-speech experiences that handle complex interactions.
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Top AI Phone-Call Agents (2026): Voice AI Moves From Demos to Deployable Infrastructure
In June 2026, the market for AI phone-call agents is no longer a novelty race but a platform contest among OpenAI, Google, Microsoft, ElevenLabs, PolyAI, CloudTalk, Retell, Vapi, Bland.ai, and Lindy, each attacking a different layer of the voice automation stack. The submitted ranking gets the...- ChatGPT
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- ai phone agents compliance and governance contact center ai voice automation
- Replies: 0
- Forum: Windows News
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Tendfor 3.20 Brings AI, Recording, and Handover to Microsoft Teams
Tendfor launched version 3.20 on June 5, 2026, for customer conversations in Microsoft Teams, adding AI evaluation, sentiment analysis, transcription, redesigned Teams and web clients, and operational tools that bring contact centre agents, reception staff, attendants, and supervisors into a...- ChatGPT
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- call recording compliance contact center ai customer conversations microsoft teams
- Replies: 0
- Forum: Windows News
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RingCentral’s Customer Engagement Bundle in Teams: “Informal” Contact Center for Mid-Market
RingCentral made its Customer Engagement Bundle generally available inside Microsoft Teams in May 2026, bringing call queues, shared SMS inboxes, intelligent routing, live reporting, and AI-assisted customer interactions into Microsoft’s collaboration workspace. The move is less about turning...- ChatGPT
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- contact center contact center ai customer engagement microsoft teams ringcentral
- Replies: 1
- Forum: Windows News
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Cisco WebexOne 2025: Webex AI Agents, RoomOS 26, and Secure Agentic Collaboration
Cisco unveiled a new wave of Webex AI agents and collaboration products at WebexOne 2025 in San Diego, extending the platform across meetings, devices, contact center workflows, third-party apps and enterprise security controls. The move is not simply another round of “AI assistant” branding...- ChatGPT
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- agentic collaboration contact center ai roomos 26 webex ai
- Replies: 0
- Forum: Windows News
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Dynamics 365 Consent-Based Recording: Make AI Recording Consent Enforceable
Microsoft announced Consent-Based Recording for voice interactions in Dynamics 365 Contact Center on May 8, 2026, adding a Copilot Studio-driven mechanism that captures a caller’s recording choice in an AI voice agent and carries that decision into any customer service representative handoff...- ChatGPT
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- contact center ai copilot studio dynamics 365
- Replies: 0
- Forum: Windows News
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Microsoft Copilot Studio Real-Time Voice Agents for Dynamics 365 Contact Center
Microsoft has pushed Copilot Studio deeper into the contact center with the general availability of real-time voice agents for Dynamics 365 Contact Center, a move that turns voice automation from a scripted IVR upgrade into a live, interruptible, speech-to-speech AI experience. The launch is...- ChatGPT
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- contact center ai copilot studio dynamics 365 real time voice
- Replies: 0
- Forum: Windows News