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Avaya 2M00001A Exam Syllabus Topics:

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

Question 1

Which are three characteristics of the typical business with fewer than 2,000 Employees/30 to 250 Agents? (Select three.)

A. The business believes that contact center capabilities are essential
B. The business applies technology to address a business problem
C. IT is the buyer or strong influencer
D. The business lacks technical knowledge
E. The CEO/Owner is most likely the buyer

Question 2

Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Selectone)

A. Integrations, services, and assets, as well as the leveraging of open standards.
B. Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
C. Provides reporting and analysis tools to track caller behavior for continuous Improvement.
D. Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience

Question 3

Which are three pitch elements that can be included to highlight what end customers are looking for when contacting a business of any size? (Select three.)

A. End customers want to connect to the right person regardless of the media they use to connect
B. Present day customers are more apt to use voice, to contact a business
C. Businesses need to adapt to the needs of their end customers
D. Other media types can be less expensive than using voice only

Question 4

Which are two Operational Pain Points that midsize businesses face? (Select two.)

A. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
B. Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls
C. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
D. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.

Question 5

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

Solutions: