Avaya APDS 2M00001A

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

1. Which are four midsize contact center customer pain point? (Select four.)

A) Many midsize contact centers have IT resources that consist of a limited staff of generalists
B) Many midsize contact centers have basic automated call distribution (ACD) and reporting - which is no longer meeting their center's requirements
C) Midsize contact centers' end customers want to interact with the business through the channels they choose
D) Midsize contact centers have sophisticated contact center capabilities but lack the desire to use them to their full potential
E) Midsize contact centers have many of the same customer experience aspirations as large enterprises, but with far smaller budgets

2. Which are four business attributes where you should propose Avaya Contact Center Select to a business? (Select four.)

A) The business needs to respond or initiate social media interactions
B) The business requires feature richness
C) The business requires English-only support
D) The business considers the contact center as mission critical
E) The business needs blended multichannel

3. Scenario:
Pursuant to opening a new branch office in an emerging market in South Asia, the distributor {" Distributor") engaged by Avaya comes in contact with a leading businessman in the country who claims to have sufficient contacts within the nongovernment space and offers to promote Avaya and our offerings in the country. For the above purpose, the businessman demands a cash payment of S1000 which the Distributor pays on behalf of Avaya without seeking Avaya's approval.
Is the Distributor's conduct appropriate?

A) Yes, since these are typically facilitation "grease* payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.
B) No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.
C) No. because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman and without Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.

4. 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

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

A) Can host both outbound campaigns and communication, as well asself-service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.
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) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.

Solutions: