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Avaya 2M00001A Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Solution Components | - Avaya Contact Center Select features
|
| Avaya IP Office Contact Center Overview | - IP Office architecture and components
|
| Integration and Deployment | - IP Office integration with contact center modules
|
| Selling Value Proposition | - Business benefits of Avaya Contact Center
|
Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
Which are three buying behaviors of typical midmarket customers? (Select three.)
- A. The business makes centralized purchase decisions
- B. The business' environment is complex, customized multi-vendor, highly scaled integration critical
- C. The business makes decentralized purchase decisions
- D. The business uses limited customization. 1-2Vendors
- E. The business has minimal IT support, and are risk adverse
- F. The business has extensive internal IT support with outsourcing
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. Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
- C. Provides cradle-to-grave reporting enabling visualization of call flow data using flow graphs, dashboards, and tabular reports.
- D. Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.
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 self-service, treatment and call delivery across a SIP network and delivers a better customer experience
- D. Provides reporting and analysis tools to track caller behavior for continuous Improvement.
Identify the supervisor capacities for Avaya IP Office Contact Center with IP500v2.
- A. 100
- B. 50
- C. 30
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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. 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.
- B. 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.
