{"product_id":"introduction-to-navigating-the-modern-contact-center-ab-7011","title":"Introduction to Navigating the Modern Contact Center (AB-7011)","description":"\u003cdiv\u003e\u003cp\u003eThis 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.\u003c\/p\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch3\u003eIntroduction to Navigating the Modern Contact Center (AB-7011) Benefits\u003c\/h3\u003e\n\u003cul\u003e\u003cli\u003e\n\u003cp\u003e\u003cb\u003eCourse Benefits\u003c\/b\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eLearn how to design and manage modern AI-powered contact center experiences using Dynamics 365 Contact Center.\u003c\/li\u003e\n\u003cli\u003eGain hands-on knowledge for deploying voice channels, intelligent routing, and multilingual IVR solutions.\u003c\/li\u003e\n\u003cli\u003eDiscover how Microsoft Copilot Studio can enhance self-service and customer interactions through voice-enabled AI agents.\u003c\/li\u003e\n\u003cli\u003eUnderstand how to improve customer service operations with analytics, reporting, and real-time insights.\u003c\/li\u003e\n\u003cli\u003eLearn how to make real-time updates to IVR experiences without rebuilding or republishing agents.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003ePrerequisites\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eBasic knowledge of Microsoft Copilot Studio\u003c\/li\u003e\n\u003cli\u003eBasic knowledge of Dynamics 365 Contact Center\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch3\u003eModern Contact Center Training Outline\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eLearning Objectives\u003c\/h4\u003e\n\u003cp\u003e\u003cstrong\u003eGet Started with Dynamics 365 Contact Center\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eIntroduction to Dynamics 365 Contact Center\u003c\/li\u003e\n\u003cli\u003eAdministering and configuring the platform\u003c\/li\u003e\n\u003cli\u003eAI-powered self-service experiences\u003c\/li\u003e\n\u003cli\u003eIntegration with non-Microsoft services\u003c\/li\u003e\n\u003cli\u003eCustomer service representative experience\u003c\/li\u003e\n\u003cli\u003eConnectors and integrations\u003c\/li\u003e\n\u003cli\u003eCommunication channels in Dynamics 365 Contact Center\u003c\/li\u003e\n\u003cli\u003eUnified routing and intelligent work distribution\u003c\/li\u003e\n\u003cli\u003eContact center management and operations\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eDeploy a Voice Channel in Dynamics 365 Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eSet up and provision the Voice channel\u003c\/li\u003e\n\u003cli\u003eDefine and manage voice queues\u003c\/li\u003e\n\u003cli\u003eConfigure voice workstreams\u003c\/li\u003e\n\u003cli\u003eCall routing and distribution\u003c\/li\u003e\n\u003cli\u003eMaking and receiving customer calls\u003c\/li\u003e\n\u003cli\u003eHistorical analytics, reporting, and call insights\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSet Up a Microsoft Copilot Studio Agent for Voice\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure Copilot Studio agents for voice scenarios\u003c\/li\u003e\n\u003cli\u003eDeploy required extensions\u003c\/li\u003e\n\u003cli\u003eSet up handoff to customer service applications\u003c\/li\u003e\n\u003cli\u003eEnable voice capabilities for Copilot agents\u003c\/li\u003e\n\u003cli\u003eTest and validate voice interactions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eUse Multilingual Voice Agents with IVR\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eConfigure multilingual voice agents in Dynamics 365 Contact Center\u003c\/li\u003e\n\u003cli\u003eSet up language switching during calls\u003c\/li\u003e\n\u003cli\u003eConfigure language selection by dialed number\u003c\/li\u003e\n\u003cli\u003eEscalate customers to agents based on language\u003c\/li\u003e\n\u003cli\u003eBest practices and important configuration guidance\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eDesign a Copilot Studio Voice Agent Rule Manager\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003eCreate dynamic IVR welcome messages with Power Apps\u003c\/li\u003e\n\u003cli\u003eBuild a user-friendly interface for business administrators\u003c\/li\u003e\n\u003cli\u003eDevelop and configure Copilot voice agents\u003c\/li\u003e\n\u003cli\u003eTest and validate IVR experiences\u003c\/li\u003e\n\u003cli\u003eMake real-time IVR updates without republishing agents\u003c\/li\u003e\n\u003cli\u003eDynamically update messaging and routing experiences\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e","brand":"Microsoft","offers":[{"title":"269D01US \/ 2026-09-14T09:00:00 \/ Online","offer_id":51679417467170,"sku":"US-8773-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"26AC42US \/ 2026-10-26T09:00:00 \/ Online","offer_id":51679417499938,"sku":"US-8773-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"26CB98US \/ 2026-12-14T09:00:00 \/ Online","offer_id":51679417532706,"sku":"US-8773-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"271C88US \/ 2027-01-25T09:00:00 \/ Online","offer_id":51679417565474,"sku":"US-8773-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"273C28US \/ 2027-03-15T09:00:00 \/ Online","offer_id":51679417598242,"sku":"US-8773-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"274C40US \/ 2027-04-26T09:00:00 \/ Online","offer_id":51679417631010,"sku":"US-8773-IL","price":716.0,"currency_code":"USD","in_stock":true}],"url":"https:\/\/learningtreeinternational-idt.myshopify.com\/products\/introduction-to-navigating-the-modern-contact-center-ab-7011","provider":"Learning Tree \tInnovative Defense Technologies (IDT)","version":"1.0","type":"link"}