Configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features.In this course, 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.Updated 6/2026 Module 1: Implement an AI-powered contact center with Dynamics 365Introduction to implementing Dynamics 365 Contact CenterConfigure Dynamics 365 Contact Center core capabilitiesConfigure queues in Dynamics 365 Contact CenterConfigure routing in Dynamics 365 Contact CenterModule 2: Configure channels in Dynamics 365 Contact CenterConfigure chat and digital channels in Dynamics 365 Contact CenterConfigure the voice channel in Dynamics 365 Contact CenterConfigure advanced settings for channels in Dynamics 365 Contact CenterDesign and deploy intelligent voice
