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Introduction to Navigating the Modern Contact Center (AB-7011)

Course 8773 Advantage Plan Course

  • Duration: 1 day
  • Language: English
  • Level: Foundation

This course introduces Microsoft Dynamics 365 Contact Centre, 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 Centre representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Centre environment effectively.

Modern Contact Centre Training Delivery Methods

  • In-Person

  • Online

  • Upskill your whole team by bringing Private Team Training to your facility.

Modern Contact Centre Training Information

  • Course Benefits

    • Learn how to design and manage modern AI-powered contact centre experiences using Dynamics 365 Contact Centre.
    • Gain hands-on knowledge for deploying voice channels, intelligent routing, and multilingual IVR solutions.
    • Discover how Microsoft Copilot Studio can enhance self-service and customer interactions through voice-enabled AI agents.
    • Understand how to improve customer service operations with analytics, reporting, and real-time insights.
    • Learn how to make real-time updates to IVR experiences without rebuilding or republishing agents.

    Prerequisites

    • Basic knowledge of Microsoft Copilot Studio
    • Basic knowledge of Dynamics 365 Contact Centre

Modern Contact Centre Training Outline

Get Started with Dynamics 365 Contact Centre

  • Introduction to Dynamics 365 Contact Centre
  • Administering and configuring the platform
  • AI-powered self-service experiences
  • Integration with non-Microsoft services
  • Customer service representative experience
  • Connectors and integrations
  • Communication channels in Dynamics 365 Contact Centre
  • Unified routing and intelligent work distribution
  • Contact centre management and operations

Deploy a Voice Channel in Dynamics 365 Customer Service

  • Set up and provision the Voice channel
  • Define and manage voice queues
  • Configure voice workstreams
  • Call routing and distribution
  • Making and receiving customer calls
  • Historical analytics, reporting, and call insights

Set Up a Microsoft Copilot Studio Agent for Voice

  • Configure Copilot Studio agents for voice scenarios
  • Deploy required extensions
  • Set up handoff to customer service applications
  • Enable voice capabilities for Copilot agents
  • Test and validate voice interactions

Use Multilingual Voice Agents with IVR

  • Configure multilingual voice agents in Dynamics 365 Contact Centre
  • Set up language switching during calls
  • Configure language selection by dialed number
  • Escalate customers to agents based on language
  • Best practices and important configuration guidance

Design a Copilot Studio Voice Agent Rule Manager

  • Create dynamic IVR welcome messages with Power Apps
  • Build a user-friendly interface for business administrators
  • Develop and configure Copilot voice agents
  • Test and validate IVR experiences
  • Make real-time IVR updates without republishing agents
  • Dynamically update messaging and routing experiences
Select Commercial or Government Pricing

$1,075

  • 1-day instructor-led training course

  • Microsoft Official Course content

  • Hands-on Training

  • One-on-one after-course instructor coaching included

Would you like to take this course as a team?
  • Oct. 26 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Dec. 14 9:00 a.m. - 4:30 p.m. EST
    AnyWare
  • Jan. 25 9:00 a.m. - 4:30 p.m. EST
    AnyWare
  • Mar. 15 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Apr. 26 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Jun. 14 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Jul. 26 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Sep. 9 9:00 a.m. - 4:30 p.m. EDT
    AnyWare

Scroll to view additional course dates

$946

  • 1-day instructor-led training course

  • Microsoft Official Course content

  • Hands-on Training

  • One-on-one after-course instructor coaching included

Would you like to take this course as a team?
  • Oct. 26 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Dec. 14 9:00 a.m. - 4:30 p.m. EST
    AnyWare
  • Jan. 25 9:00 a.m. - 4:30 p.m. EST
    AnyWare
  • Mar. 15 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Apr. 26 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Jun. 14 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Jul. 26 9:00 a.m. - 4:30 p.m. EDT
    AnyWare
  • Sep. 9 9:00 a.m. - 4:30 p.m. EDT
    AnyWare

Scroll to view additional course dates

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Modern Contact Centre Training FAQs

This course is designed for contact centre administrators, customer service managers, solution architects, and IT professionals responsible for customer engagement solutions and voice experiences.

Basic familiarity with Dynamics 365 Customer Service and Microsoft Power Platform concepts is recommended, but deep expertise is not required.

Yes. The course includes Microsoft Copilot Studio voice agents, AI-powered self-service experiences, intelligent routing, and multilingual IVR capabilities.

Absolutely. You’ll learn how to provision and configure voice channels, queues, routing, and call management within Dynamics 365 Customer Service.

Yes. The course covers multilingual voice agents, language switching, and language-based escalation scenarios within IVR workflows.

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