Introduction à la navigation dans le centre de contact moderne

Aperçu

Discover how Dynamics 365 Contact Center delivers AI-driven, omnichannel customer service with Copilot, self-service, and workforce optimization.After completing this module, you will be able to:

Understand the core capabilities of Dynamics 365 Contact Center. Explore omnichannel engagement, including voice and digital channels.

Leverage AI-powered self-service and Copilot-assisted tools. Optimize workforce engagement and operational efficiency.

Integrate Dynamics 365 Contact Center with existing CRM systems. Learn how Dynamics 365 Contact Center organizes, processes, and assigns work using queues, workstreams, and AI-driven routing for efficient service.After completing this module, you will be able to:

Explain how queues organize and hold incoming work.

Describe how workstreams define work types and rules. Understand how unified routing assigns work using AI-driven logic.

Identify how these capabilities improve workload balance and service delivery. Explore how Dynamics 365 Contact Center equips representatives with AI-assisted tools, unified workspaces, and collaboration features for efficient service.After completing this module, you will be able to:

Understand the role of the Customer Service admin center in configuring representative experiences.

Explore the Copilot Service workspace for managing customer interactions. Describe experience profiles and productivity tools tailored to service roles.

Learn how Microsoft Teams integrates with Dynamics 365 Contact Center for collaboration and escalation. Learn how Dynamics 365 Contact Center empowers supervisors with real-time monitoring, analytics, and forecasting to optimize operations and service quality.After completing this module, you will be able to:

Explain the role of real-time analytics in monitoring contact center operations.

Describe how historical analytics identify trends and improve performance. Understand how forecast reports support resource planning.

Analyze the impact of knowledge analytics on service outcomes.

Programme

• Explorer Dynamics 365 Centre de Contact
• Décrire les capacités d'allocation du travail
• Décrire l'expérience des représentants du Dynamics 365 Centre de Contact
• Décrire l'expérience des superviseurs du Dynamics 365 Centre de Contact

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Matières

Artificial Intelligence