Replacing your contact center platform isn't always the best first step. With Microsoft Contact Center Intelligence (CCI), organizations can add AI-powered capabilities to existing contact center environments, accelerating innovation without disrupting operations. In this session, you'll discover how CCI integrates with third-party contact center platforms to enhance both customer and agent experiences through AI, automation, and actionable insights. We'll explore key use cases, business opportunities, and practical customer conversations that sales and technical teams should be leading today. Key takeaways:

• Understand what Microsoft Contact Center Intelligence is and why it matters
• Discover how CCI works alongside existing contact center platforms
• Explore customer and agent AI use cases
• Learn how to identify and position CCI opportunities with customers
• Understand CCI's role within Microsoft's Customer Experience (CX) strategy