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.

Audience Profile

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.

Prerequisites

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

Course Syllabus - Work with Dynamics 365 Contact Center IVR

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

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

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

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

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