Concentrix launches AI tool to move call centers to Microsoft software

Concentrix, a customer service company, has launched an AI app to help businesses move their call centers from older software to Microsoft Dynamics 365 Contact Center. The app is on Microsoft Marketplace now. Concentrix says early results show migrations up to 50% faster. That figure comes from the company, not an outside test.

What it does

The tool is called the Concentrix Migration Engine for Dynamics 365 Contact Center. Concentrix calls it agentic AI, meaning software that carries out tasks on its own instead of waiting for step-by-step orders. It automates key phases of a move that is usually done by hand. Concentrix says it is patent-pending and the first of several planned apps for Dynamics 365.

Who it touches

This is aimed at large companies stuck on aging customer service platforms. Concentrix says twelve strategic clients have already moved to Dynamics 365 Contact Center. The company has been a Microsoft partner since 2005. It will show the app at Microsoft Ignite in San Francisco, Nov. 17-20, 2026.

Not yet clear from the announcement:

• What the app costs
• Which older systems it works with
• What the 50% is measured against
• Whether anyone outside Concentrix has tested the results

Businesses weighing a switch should ask for those details before counting on the speedup.