What you’ll learn
After completing this course, students will understand the following concepts:
Benefits and features of Dynamics 365 Contact Center
How to administer Dynamics 365 Contact Center
Integration with non-Microsoft services
Service representative experience for Dynamics 365 Contact Center
How to manage Dynamics 365 Contact Center
Learn how to set up and provision the Voice channel
Define voice queues
Set up voice workstreams
Learn about call routing
Explore the required setup for enabling a Microsoft Copilot Studio agent for voice capabilities
Learn why you'd enable an agent for voice
Install the necessary extensions
Set up the handoff with your voice provider
Learn about the benefits of multilingual voice agents in Dynamics 365 Contact Center
Learn about the prerequisites for configuring multilingual bots
Learn how to configure a multilingual voice agent with Dynamics 365 Contact Center
Activate key scenarios, such as mid-call language switching and language based on voice channel number
Test and validate multilingual configurations to ensure a seamless customer experience
Create dynamic rules
Link dynamic rules with your Copilot agent
Small and Medium Business at Lumify Work
As the leading provider of information and communications technology training in Australasia, we designed and put together training programs to help small businesses keep pace with the technological changes that drive business transformation.
Who is the course for?
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 organisation by recognising 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.
Course subjects
Work with Dynamics 365 Contact Center IVR
Get started with Dynamics 365 Contact Center
Deploy a Voice channel in Dynamics 365 Customer Service
Set up a Microsoft Copilot Studio agent for voice
Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
Prerequisites
Australian Government Training Grants for Small Business
Deduct up to 20% of your training cost if your business has an annual turnover of less than $50 million.
FREE E-BOOK: Empowering SMBs to Succeed with Digital Skills
There is a major digital skills shortage in the Australian workforce. This free e-book provides insights on available small business grants and training that you can access for you and your team.
Terms & Conditions
The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.
