Available on July 1, it is a standalone product that can connect to CRM systems and other applications. Contact Center spans the channels of communication and offers self-service, intelligent routing, agent-assisted service and operations.  Copilot, Microsoft’s generative AI system, provides context-aware, personalized conversations for digital and voice channel. The company says interactive voice response technology is provided by Nuance and Microsoft Copilot Studio, a no-code/low-code designer.  Microsoft says the system routes incoming requests to agents when needed, with Contact Center providing real-time conversation tools such sentiment analysis, translation, conversation summary and transcription. It automates tasks such as summarizing cases and drafting an email and provides suggested responses and the ability for Copilot to answer agent questions.