Summary
In this module, you learned how to set up language configuration by dialed number and mid-call language switch in Dynamics 365 Contact Center. You also learned how to establish a language-based routing ruleset at the workstream level to direct escalated calls. The module further explained the importance of language configuration for the smooth operation of voice channels and agents in Dynamics 365 Contact Center. It highlighted the role of multilingual voice agents, built using Microsoft Copilot Studio, in providing a streamlined customer service experience for global organizations.
The main takeaways from this module are the benefits of using multilingual voice agents in Dynamics 365 Contact Center. These include lower total cost of ownership due to reduced maintenance, faster deployment with simultaneous updates across all languages, and improved customer satisfaction as customers can switch languages mid-call without needing separate phone numbers. The module also emphasized the need for an active Dynamics 365 Contact Center license with the voice channel enabled to set up multilingual voice agents.