This course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and...
Read MoreThis course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. 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.
This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI-assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels.
Pearson Vue Exam vouchers can be requested and ordered with your course purchase.
Most Microsoft official courses will include post-lab access ranging from 30 to 180 calendar days after instructor led course delivery. A lab training key in class will be provided that can be leveraged to continue connecting to a remote lab environment for the individual course attendee.
Lunch is normally an hour-long after 3-3.5 hours of the class day.
Microsoft courses are conducted in English unless otherwise specified.
The instructor was thorough and they also provided hands-on demonstrations with labs.
I didn't have any problem navigating Exitcertified website or lab material at all.
This was effective way to provide a ton of information in a short time period.
Sean is the very good instructor. I would like to take his class again in the future.
Very good material, the instructor was clear explaining the topics, and the labs were easy to follow it.
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