AB-250T00: Transform contact center experiences with AI in Dynamics 365

About this course

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) solutions, 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. Audience Profile This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI‑assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.

Instructor-led training for professionals and companies in Chile. Request dates, schedules, seats and commercial terms. Training hours and daily scheduling follow Netsolutions planning and are confirmed in the commercial proposal.

Course syllabus

1. Implement an AI-powered contact center with Dynamics 365
2. Introduction to implementing Dynamics 365 Contact Center
3. Configure Dynamics 365 Contact Center core capabilities
4. Configure queues in Dynamics 365 Contact Center
5. Configure routing in Dynamics 365 Contact Center
6. Configure channels in Dynamics 365 Contact Center
7. Configure chat and digital channels in Dynamics 365 Contact Center
8. Configure the voice channel in Dynamics 365 Contact Center
9. Configure advanced settings for channels in Dynamics 365 Contact Center
10. Design and deploy intelligent voice agents in Dynamics 365 Contact Center
11. Empower customer service representatives in Dynamics 365 Contact Center
12. Optimize staffing with workforce management in Dynamics 365 Contact Center
13. Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center
14. Accelerate service delivery with productivity tools in Dynamics 365 Contact Center
15. Configure knowledge management in Dynamics 365 Customer Service and Contact Center
16. Configure AI agents and Copilot in Dynamics 365 Contact Center
17. Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
18. Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
19. Reach customers first with proactive engagement in Dynamics 365 Contact Center
20. Unlock insights with analytics and reporting in Dynamics 365 Contact Center