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Please note: This course and its full content are expected to be available starting in June 2026. The AB-250 exam is expected to be available starting in August 2026.
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In this course, you will learn how to configure and operate an intelligent contact center using Microsoft Contact Center capabilities and built-in AI features. Participants will focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third-party contact center solutions (CCaaS), and enabling Copilot and agent features that enhance the customer and agent experience. The course explains how channels, users, and security settings work together to support scalable and efficient customer engagement.
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Target Group
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This course is designed for implementation experts who are responsible for designing, configuring, and deploying contact center solutions and wish to deepen their intermediate-level skills.
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Knowledge Prerequisites
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This course was designed for learners who already understand basic contact center concepts.
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Course Objective
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Participants will gain confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and oversight across voice and digital channels.
Related certification: Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate
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Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
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Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
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Tailor-made courses
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You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.-
Please note: This course and its full content are expected to be available starting in June 2026. The AB-250 exam is expected to be available starting in August 2026.
-
In this course, you will learn how to configure and operate an intelligent contact center using Microsoft Contact Center capabilities and built-in AI features. Participants will focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third-party contact center solutions (CCaaS), and enabling Copilot and agent features that enhance the customer and agent experience. The course explains how channels, users, and security settings work together to support scalable and efficient customer engagement.
-
Target Group
-
This course is designed for implementation experts who are responsible for designing, configuring, and deploying contact center solutions and wish to deepen their intermediate-level skills.
-
Knowledge Prerequisites
-
This course was designed for learners who already understand basic contact center concepts.
-
Course Objective
-
Participants will gain confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and oversight across voice and digital channels.
Related certification: Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate
-
Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.