Microsoft has introduced a new AI-driven capability aimed at enhancing call quality management within contact centers. This latest development reflects the company’s continued investment in empowering IT professionals with smarter tools for optimizing customer engagement.

Here are the features:

AI Summaries for Supervisors: Quickly identify coaching opportunities and quality issues without listening to full recordings to help your team improve performance and boost customer satisfaction.
All-in-One Conversation View: Access key insights in a single, streamlined interface. Everything you need to know, front and center.
Call Summary & Transcript: Understand the conversation flow at a glance. Read a concise summary or dive into the full transcript—your choice.
Survey & Metrics Review: Easily assess customer sentiment and agent performance with post-call surveys and detailed metrics.
Conversation Journey Mapping: Track the entire customer interaction—from initial contact to resolution—including transfers, reassignments, and time to agent.