Introduction to navigating the modern Contact Center

Overview

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.

Objectives

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.

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.