Get Started with Dynamics 365 Contact Center
- Introduction to Dynamics 365 Contact Center
- Administering and configuring the platform
- AI-powered self-service experiences
- Integration with non-Microsoft services
- Customer service representative experience
- Connectors and integrations
- Communication channels in Dynamics 365 Contact Center
- Unified routing and intelligent work distribution
- Contact center management and operations
Deploy a Voice Channel in Dynamics 365 Customer Service
- Set up and provision the Voice channel
- Define and manage voice queues
- Configure voice workstreams
- Call routing and distribution
- Making and receiving customer calls
- Historical analytics, reporting, and call insights
Set Up a Microsoft Copilot Studio Agent for Voice
- Configure Copilot Studio agents for voice scenarios
- Deploy required extensions
- Set up handoff to customer service applications
- Enable voice capabilities for Copilot agents
- Test and validate voice interactions
Use Multilingual Voice Agents with IVR
- Configure multilingual voice agents in Dynamics 365 Contact Center
- Set up language switching during calls
- Configure language selection by dialed number
- Escalate customers to agents based on language
- Best practices and important configuration guidance
Design a Copilot Studio Voice Agent Rule Manager
- Create dynamic IVR welcome messages with Power Apps
- Build a user-friendly interface for business administrators
- Develop and configure Copilot voice agents
- Test and validate IVR experiences
- Make real-time IVR updates without republishing agents
- Dynamically update messaging and routing experiences
