Course Duration
1 Day
Microsoft
Authorized Training
IT
Course cost:
£965.00
IT Certification 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.
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From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
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The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
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The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
I've gained a qualification and the confidence to use it in real-world scenarios.
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
I'm now in a role I once thought was out of reach, thank you to the all the team
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
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.
Learning 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.
Introduction to navigating the modern Contact Center Course Content
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.
Upcoming Dates
Dates and locations are available on request. Please contact us for the latest schedule.
Advance Your Career with Introduction to navigating the modern Contact Center
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