AB-7011: Introduction to navigating the modern Contact Center
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- 287 Courses
Class Price
$695.00
Schedule To Be Announced- VILT
Who should attend AB-7011: Introduction to navigating the modern Contact Center Course
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.
AB-7011: Introduction to navigating the modern Contact Center Course Outline
- Overview of Dynamics 365 Contact Center
- Administer Dynamics 365 Contact Center
- Next generation self-service
- Integration with non-Microsoft services
- Service representative experience for Dynamics 365 Contact Center
- Connectors
- Channels in Dynamics 365 Contact Center
- Unified routing in Dynamics 365 Contact Center
- Contact center management
- Set up and provision the Voice channel
- Define voice queues
- Set up a voice workstream
- Call routing
- Make and receive calls
- Historical analytics, reports, and call insights
- Deploy the necessary extensions
- Set up the handoff to your customer service application
- Set up for voice
- Prerequisites and setup for configuring multilingual voice agents
- Configure for mid-call language switch use case
- Configure for language by dialed number use case
- Escalation to agent based on the language
- Important configuration information
- Create a dynamic welcome message in Power Apps
- Create a user-friendly UI for business administrators
- Create your Copilot agent
- Test the agent
- Update the welcome message dynamically
- Test the Copilot agent with the new message
Resources
FAQs on AB-7011: Introduction to navigating the modern Contact Center
Dynamics 365 Contact Center is a Contact Center as a Service (CCaaS) solution. This course is designed for individuals starting their CCaaS journey who want to understand modern contact center capabilities, CRM integration, multi-channel communication, and AI-driven productivity tools for customer service representatives.
The course covers getting started with Dynamics 365 Contact Center, deploying the Voice channel, setting up Microsoft Copilot Studio agents for voice, and configuring Multilingual Voice Agents with IVR, including administration, routing, integrations, and analytics.
While specific prerequisites aren’t detailed, learners should have a basic understanding of customer service concepts and familiarity with CRM systems to fully benefit from the course content on CCaaS integration and features.
Yes, the course includes a dedicated module on deploying the Voice channel in Dynamics 365 Customer Service, covering provisioning, defining voice queues, workstream setup, call routing, and reviewing historical analytics and call insights.
Yes, the course includes setting up Microsoft Copilot Studio agents for voice, configuring handoffs to customer service applications, and implementing Multilingual Voice Agents with IVR to enhance self-service and representative productivity using AI.