Course
digicode: AB711
Introduction to Navigating the Modern Contact Center – Intensive Training (AB-7011)
AB-7011
Course facts
Download as PDF- Understanding the benefits, features, administration, management, and service representative experience of Dynamics 365 Contact Center
- Integrating the system with non-Microsoft services
- Setting up and provisioning the Voice channel, including defining queues, workstreams, and configuring call routing
- Enabling a Microsoft Copilot Studio agent for voice capabilities by exploring required setup, installing extensions, and setting up handoff with a voice provider
- Configuring multilingual voice agents for Dynamics 365 Contact Center, covering prerequisites, configuration, and testing for a seamless customer experience
- Activating key multilingual scenarios, such as mid-call language switching and language selection based on the voice channel number
- Creating and linking dynamic rules with your Copilot agent
1 Getting 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.
2 Deploying 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.
3 Setting 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.
4 Using 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.
5 Designing 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.
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 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.
- Basic knowledge of Microsoft Copilot Studio
- Basic knowledge of Dynamics 365 Contact Center