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.

Prerequisites

There are no specific prerequisites for this course.

Target Audience

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.

We can organize this training at your preferred date and location.

What You Will Learn

By the end of this course, learners will be able to:

Describe the purpose, core capabilities, and end-to-end workflow coverage of Dynamics 365 Contact Center (channels, self-service, routing, agent experience, and operations).
Identify the key administration and configuration areas for Dynamics 365 Contact Center, including connectors, channels, unified routing, and contact center management.
Configure and deploy the Voice channel in Dynamics 365 Customer Service, including provisioning, queues, workstreams, call routing, and calling operations.
Set up a Microsoft Copilot Studio agent for voice (IVR), including required extensions and handoff to a customer service application.
Plan and implement advanced voice scenarios, including multilingual IVR experiences and rule-based, real-time updates to IVR flows using Power Apps.

Training Outline

Module 1: Get started with Dynamics 365 Contact Center

Dynamics 365 Contact Center infuses generative AI throughout the contact center workflow. It spans the channels of communication, self-service, intelligent routing, customer service representative-assisted service, and operations to help contact centers solve problems faster, empower customer service representatives, and reduce costs.

Introduction
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
Check your knowledge
Summary

Module 2: Deploy a Voice channel in Dynamics 365 Customer Service

The Voice channel in Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use. Additionally, it can help improve your customers' overall experience when they're engaging over voice channels.

Introduction
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
Check your knowledge
Summary

Module 3: Set up a Microsoft Copilot Studio agent for voice

Not only can agents created in Microsoft Copilot Studio be used in text based scenarios such as SMS and chat conversations with customers, but they can also be used as interactive voice response (IVR). This module explores how to set up a Microsoft Copilot Studio agent to use voice.

Introduction
Deploy the necessary extensions
Set up the handoff to your customer service application
Set up for voice
Check your knowledge
Summary

Module 4: Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center

This module provides detailed guidance on how to use multilingual voice agents that are developed by using Microsoft Copilot Studio on the telephony channel of Dynamics 365 Contact Center.

Introduction
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
Check your knowledge
Summary

Module 5: Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR

Dynamics 365 Contact Center IVR Copilot agents are designed by using Microsoft Copilot Studio. It designs these agents based on a customer's business needs, which guides a caller's experience in the interactive voice response (IVR) session. To allow scalability and facilitate quick changes in your IVR flow, such as broadcasting messaging, you can create rules by using Microsoft Power Apps and then integrate them into your Copilot agent. This approach allows businesses to make real-time changes to the Copilot agents without needing to modify or republish the agent.

Introduction
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
Check your knowledge
Summary

Exams and Assessments

There is no certification or exam associated with this course.

Hands-On Learning

This course is delivered through presentation and demonstration only. There are no delegate labs.

Why Choose Us

Experience Introduction to navigating the modern Contact Center in Germany through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

Delivery Method: Online Instructor-Led
Participation Model: Public / Private (In-house)
Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's professional training experience since 1995.
Worldwide Access: Join our live virtual classrooms from Germany or anywhere else in the world, or arrange a dedicated online training program for your organization.

Experience Introduction to navigating the modern Contact Center through face-to-face Classroom Based training in Germany. Training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class for your organization.

Delivery Method: Classroom Based
Participation Model: Public / Private (In-house)
Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange Introduction to navigating the modern Contact Center in Germany as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

Delivery Method: Onsite
Participation Model: Private (In-house)
Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
Worldwide Onsite Delivery: Arrange the training in Germany or at another preferred location worldwide. Bilginç IT Academy trainers can travel to your selected location to deliver the dedicated training program.

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

Introduction to navigating the modern Contact Center Training in Germany

Prerequisites

Target Audience

What You Will Learn

Training Outline

Exams and Assessments

Hands-On Learning

Why Choose Us

Introduction to navigating the modern Contact Center Training Course in Germany Schedule

Introduction to navigating the modern Contact Center Training in Germany

Prerequisites

Target Audience

What You Will Learn

Training Outline

Exams and Assessments

Hands-On Learning

Why Choose Us

Online Instructor-Led Training

Classroom Based Training

Onsite Training

Introduction to navigating the modern Contact Center Training Course in Germany Schedule