AB-7011: Introduction to Navigating the Modern Contact Center

The Introduction to Navigating the Modern Contact Center (AB-7011) course is a 1-day training program focused on the Dynamics 365 Contact Center platform. Participants will learn about omnichannel engagement, intelligent routing, the agent experience, and real-time analytics. Delivered by Esamatic srl, Microsoft Learning Partner in Milan, with Microsoft Certified Trainers.

• Duration: 1 day of instructor-led training
• Focus: Modern contact center operations with Dynamics 365
• Platform: Dynamics 365 Contact Center
• Approach: Interactive demos and guided exercises
• Certification: Supports Dynamics 365 Customer Service specialization

Course Overview: Introduction to Navigating the Modern Contact Center

The modern contact center has evolved far beyond traditional call centers. Dynamics 365 Contact Center provides a unified platform for managing customer interactions across voice, chat, email, and social channels. This course guides participants through the platform’s key capabilities, from omnichannel routing and the unified agent desktop to supervisor tools and real-time analytics.

Learning Objectives

1. Omnichannel Engagement — Understand how to manage customer conversations across voice, chat, email, and messaging channels
2. Intelligent Routing — Configure skill-based and priority-based routing to connect customers with the right agents
3. Agent Experience — Navigate the unified agent desktop with real-time assistance, customer context, and knowledge suggestions
4. Analytics & Insights — Use real-time and historical analytics to monitor contact center performance and customer satisfaction

Who Should Attend

This course is ideal for contact center managers, customer service supervisors, IT administrators, and CRM consultants who need to understand Dynamics 365 Contact Center capabilities.

Career Benefits

Contact center modernization is a top priority for organizations worldwide. Professionals skilled in Dynamics 365 Contact Center are well-positioned for roles in digital customer engagement, contact center transformation, and CX technology consulting.

Prerequisites

• Basic understanding of customer service operations
• Familiarity with contact center concepts
• General knowledge of Dynamics 365 or CRM platforms

Frequently Asked Questions

What channels does Dynamics 365 Contact Center support?

The platform supports voice, live chat, SMS, email, Microsoft Teams, and social media channels including Facebook Messenger and WhatsApp, all managed from a unified agent desktop.

Do I need Dynamics 365 Customer Service experience first?

While helpful, it is not required. The course is designed to be accessible to participants new to the platform. Basic customer service knowledge is sufficient.

Does the course cover AI and Copilot features?

Yes. The course introduces AI-powered features including intelligent routing, agent assist with Copilot, and AI-driven analytics for supervisors.

Is this course relevant for technical and non-technical roles?

Yes. The course covers both operational concepts for managers and supervisors, as well as configuration aspects relevant to IT administrators and consultants.