Course Overview
This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform’s work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.
Who should attend
This course is intended for you if you’re seeking to start your journey using Contact Center as a Service (CCaaS). You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organization by recognizing the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges. You also seek to communicate seamlessly across multiple channels, enhance customer service representative productivity using AI and collaboration tools, and develop a comprehensive understanding of the essential components that make up CCaaS solutions.
Course Content
- Get started with Dynamics 365 Contact Center
- Deploy a Voice channel in Dynamics 365 Customer Service
- Set up a Microsoft Copilot Studio agent for voice
- Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
- Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
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