Workshop Overview and Agenda

Overview

This workshop is designed to help organizations enhance their contact center operations by integrating Microsoft Copilot into their IVR (Interactive Voice Response) systems. Leveraging Microsoft tools like Dynamics 365 Customer Service Workspace and Power Automate, participants will learn to optimize call handling workflows, improve user interactions, and ensure smooth transitions to live agents when necessary. The workshop will focus on designing, implementing, and fine-tuning IVR systems that meet organizational needs while ensuring compliance and data security.

What Will Be Covered?

The workshop will cover:

Day 1: Introduction and Requirement Gathering

Overview of Copilot for IVR - Understand how Copilot can enhance IVR systems, enabling faster and more efficient customer interactions.

Requirement Analysis and IVR Response Mapping - Learn how to identify client-specific requirements and create tailored response flows and interaction logic for IVR.

Designing Work Case Entities and Redirecting Rules - Learn to integrate Copilot with Dynamics 365 and Power Automate to optimize backend processes and automate workflows.

Day 2: Integration and Configuration

Integration with Dynamics 365 Customer Service Workspace – Explore how to integrate Microsoft Copilot with Dynamics 365 Customer Service Workspace, boosting your IVR system's capabilities.

Developing Workstreams and Workflows – Learn how to design smooth and efficient workflows for call handling and automate backend processes for seamless operations.

Testing and Fine-tuning the IVR System – Master testing techniques and refining configurations based on client feedback to ensure optimal IVR performance.

Workshop Agenda for Copilot in IVR

Day 1: Introduction and Requirement Gathering

Overview of Copilot for IVR – 30 minutes: This session introduces how Microsoft Copilot can enhance IVR systems, providing faster, more efficient customer service. You will learn how Copilot streamlines interactions and improves processes for both customers and agents.

Requirement Analysis and IVR Response Mapping – 2 hours: We will work together to understand your business’s specific needs. We will define call flows, user responses, and interaction logic to ensure your IVR system aligns with your goals.

Designing Work Case Entities and Redirecting Rules – 1 hour 30 minutes: This session focuses on creating effective call routing structures. We will guide you through defining rules to direct calls to the appropriate agents, group queues, or individuals, ensuring smooth call management.

Day 2: Integration and Configuration

Integration with Dynamics 365 Customer Service Workspace – 2 hours: On Day 2, we’ll guide you through the process of integrating Copilot with Dynamics 365 Customer Service Workspace. You will learn the steps to connect the two systems, enhancing your IVR capabilities and optimizing your contact center operations.

Developing Workstreams and Workflows – 2 hours: This session will show you how to build efficient workflows and workstreams for smooth IVR call handling. We’ll also teach you how to automate these processes to ensure everything runs efficiently without constant manual intervention.

Testing and Fine-tuning the IVR System – 1 hour: We will wrap up by testing your IVR system, checking that everything works as planned. If needed, we’ll adjust based on feedback, ensuring the system is fine-tuned and ready for optimal performance.

Output:

At the conclusion of the workshop, you will receive:

Requirement Analysis Document: A comprehensive document that clearly outlines your IVR response flows and how calls should be routed.

Entity and Rule Design Plan: A plan tailored to your needs for setting up entities and call redirection rules.

Integration Configuration Checklist: A step-by-step guide for connecting Copilot to Dynamics 365 Customer Service Workspace.

Workflow Blueprint: A high-level plan for developing workstreams and automating workflows to streamline IVR processes.

Action Plan for Deployment: A simple 3–5-point action plan that outlines the next steps for successfully implementing the IVR system with Copilot.

Note: Pricing for this workshop will vary based on the scope of the engagement and any additional customization needed. We’re happy to discuss your specific requirements and provide a tailored quote.

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