Learn Dynamics 365 Contact Center | Omnichannel Voice, Routing & Agent Experience

📞 Welcome to the Dynamics 365 Contact Center Training!

In this video, we explore Microsoft Dynamics 365 Contact Center, a modern, cloud-based solution that brings voice, digital channels, and CRM data together into a single unified customer service experience.

This session is designed for Dynamics 365 Functional Consultants, CRM administrators, and customer service professionals who want to understand how to design, configure, and optimize a contact center solution using Dynamics 365 and the Power Platform.

💡 In This Video, You Will Learn:
🔹 Dynamics 365 Contact Center Overview

What Dynamics 365 Contact Center is

How it extends Customer Service & Omnichannel

Key use cases for modern contact centers

🔹 Omnichannel Voice & Digital Engagement

Voice channels and call routing concepts

Skills-based and queue-based routing

IVR fundamentals and call flows

Integrating voice with chat and digital channels

🔹 Agent Experience

Unified agent desktop

Managing calls, cases, and customer context

Presence, productivity tools, and session handling

🔹 Supervisor & Operations Capabilities

Monitoring queues and agent workload

Real-time insights and analytics

Improving customer experience and first-call resolution

🔹 Functional Consultant Best Practices

Designing contact center architectures

Mapping business requirements to configuration

Common implementation scenarios and pitfalls

🎯 Who This Video Is For

Dynamics 365 Functional Consultants

Contact Center leads & managers

CRM administrators and solution architects

Professionals implementing customer service solutions