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

1. When you ask a Line of Business Leader the question: "Do you know how many customers contact your business, how often their issues are resolved on the first call, and how frequently they drop?" What need does this question help you highlight? (Select one.)

A) The need for more complex contact center capabilities
B) The need to measure and track interactions in both real-time and historically
C) The need for a voice-only solution
D) The interest of including social media interactions into the contact center

2. Identify the supervisor capacities for Avaya Contact Center Select with IP Office Server Edition.

A) 50
B) 100
C) 30

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

A) Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
B) Provides reporting and analytic tools to track caller behavior for continuous improvement.
C) Allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
D) Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience.

4. Scenario:
Avaya is trying to get payments worth $100,000 released from a public sector client in connection with an implementation project Avaya delivered successfully three (3) months back. The Channel Partner through whom Avaya bid for the project is the primary interface conducting regular follow-ups with the client. The client contact promises to get the payment released within 45 days provided the Partner or Avaya pay up S150 to expedite release. The Avaya channel account manager encourages Partner to do "whatever it takes* to get the money.
What should the Partner do?

A) The Partner should immediately report the matter by using Avaya Ethics Hotline or emailing [email protected].
B) The Partner should report the matter to their own management.
C) The Partner should negotiate the proposed "sum" with the client contact and try and agree on a sum of not more than $60 which could be deemed reasonable.
D) The Partner should ask Avaya to pay the money to get the payments released.

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

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

Solutions: