AB-250 : Transform contact center experiences with AI in Dynamics 365

AB-250 : Transform contact center experiences with AI in Dynamics 365


  3 Days
  Download Contents
  Intermediate

Regular Price : $1800.00
Offer Price :$1499.00

Course Overview

This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third‑party Contact Center as a Service (CCaaS) solution, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement. 

Course Outline

Learning Path 1: Implement an AI-powered contact center with Dynamics 365

  • Introduction to implementing Dynamics 365 Contact Center

  • Configure Dynamics 365 Contact Center core capabilities

  • Configure queues in Dynamics 365 Contact Center

  • Configure routing in Dynamics 365 Contact Center

 

Learning Path 2: Configure channels in Dynamics 365 Contact Center

  • Configure chat & digital channels

  • Configure the voice channel

  • Configure advanced channel settings

  • Design and deploy intelligent voice agents

 

Learning Path 3: Empower customer service representatives in Dynamics 365 Contact Center

  • Optimize staffing with workforce management

  • Tailor the agent workspace with experience profiles

  • Accelerate service delivery with productivity tools

  • Configure knowledge management 

  • Configure AI agents and Copilot in Dynamics 365 Contact Center

 

Learning Path 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights

  • Module 1: Manage contact center operations with supervisor tools 

  • Module 2: Reach customers first with proactive engagement

  • Module 3: Unlock insights with analytics and reporting

Course Objectives

By the end of this course, learners will be able to:

 

  • Deploy and configure Dynamics 365 Contact Center environments (embedded and standalone modes)

  • Configure and manage customer engagement channels (voice and digital)

  • Design and implement routing strategies and work distribution models

  • Configure users, roles, permissions, and security settings

  • Integrate third-party CCaaS solutions and enterprise data sources

  • Enable and utilize Copilot and AI agents to enhance productivity and customer experience

  • Optimize agent productivity and customer service workflows

  • Design scalable, AI-powered contact center solutions aligned with business needs

Pre-requisites

Before taking this course, learners should have:

 

  • Understanding of basic contact center concepts and operations

  • Familiarity with customer service workflows and engagement channels

  • (Recommended) Experience with Dynamics 365 or similar business applications

  • Basic awareness of data, security, and user management concepts

For any custom schedule, please email us at info@gtechlearn.com or Call us at 1-844-355-9898(Toll Free - North America) or 1800 212 9096 (Toll Free - India)


This course includes:

  • Official MS Learn Courseware
  • Exam Preps
  • Achievement Badge from Microsoft
  • Course Completion Certificate
  • Post Training Support
  • Experienced & Certified Instructors
  • Train from AnyWhere
  • Interactive Hands-On Labs
  • Personalized Learning Plans
  • Flexible Scheduling
  • Accredited Training
  • Cost-Effective Pricing

    • Need an expert opinion? Contact us today!    CONTACT US NOW