Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test : 2M00001A

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Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:

1. Scenario:
A leading Channel Partner of Avaya is responsible for managing several of our accounts, entertains, without Avaya's knowledge and approval, the Chief Technology Officer ("CTO") of a leading client whom Avaya services via the above Partner. The entertainment involves hosting a cocktail dinner for the CTO and his family at a suburban luxury hotel costing approximately $200 and giving a gift coupon worth $500. The Partner does not expense the above to Avaya and justifies the above action on the ground it was a "good will" gesture and not done with any ulterior motive of securing more business.
Is the Partner's behavior appropriate?

A) Yes, because it was a "good will" gesture and Avaya expects our Partners to use their discretion in such instances while abiding by their own internal policies and procedures.
B) No. because it involved payment of a cash equivalent (gift coupon), could be considered lavish under the circumstances and the Partner failed to notify Avaya about the event.

2. If a customer answers yes to the question: "Do you foresee growing beyond 100 agents within 12 months of deployment?" Which solution should you guide them toward?

A) Avaya IP Office Contact Center
B) Avaya Contact Center select
C) Avaya Outbound Contact Express

3. Which are reporting capabilities for Avaya Contact Center Solutions for IP Office? (Select two.)

A) Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.
B) Provides cradle-to-grave reporting enabling visualization of call flow data using flow graphs, dashboards, and tabular reports.
C) Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
D) Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.

4. Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Select one.)

A) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
B) Are optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experiences to increase revenue and customer lifetime value, while improving agent efficiency to reduce cost.
C) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.
D) Can host both outbound campaigns and communication, as well as. selfserviceapplications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.

5. HOTSPOT
Match each product to its capability, (for each capability on the left, select the corresponding product from the drop-down list)

Solutions: