Discover how modern contact centers work—explore intelligent routing, omnichannel conversations, and day to day workflows in Dynamics 365 Contact Center.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.Updated 19/4/2026 Module 1: Work with Dynamics 365 Contact Center IVRGet started with Dynamics 365 Contact CenterDeploy a Voice channel in Dynamics 365 Customer ServiceSet up a Microsoft Copilot Studio agent for voiceUse Multilingual Voice Agents with IVR in Dynamics 365 Contact CenterDesign a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR
