The Transform contact center experiences with AI in Dynamics 365 (AB-250T00) course is a 3-day instructor-led training. It covers Dynamics 365 Customer Service and Microsoft Dynamics 365 Contact Center with Copilot, self-service agents and AI-driven routing to deliver faster, more personalized support. Delivered by Esamatic srl, Microsoft Learning Partner in Milan, with Microsoft Certified Trainers.
Modern contact centers combine human agents with AI agents across voice, chat and email. In this course participants configure omnichannel journeys, deploy self-service AI agents for common requests, use Copilot to assist human agents with case summaries and suggested replies, and apply unified routing and analytics to improve service KPIs such as first-call resolution and handle time.
This course is designed for customer service managers, contact center supervisors, CRM functional consultants and customer experience specialists.
All sessions are delivered live by Microsoft Certified Trainers using official Microsoft courseware, with hands-on labs and real-world scenarios. Available as open enrollment or dedicated company sessions, on-site or remote.
