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

1. True or false? The net message for Avaya Contact Center Solutions for IP Office is that midsize businesses can now leverage Avaya customer experience management leadership in a solution that is fit for purpose - simple, yet powerful; with flexible deployment options; easy to use, maintain, and administer, and are all optimized for use with Avaya IP Office software.

A) True
B) False

2. True or False? Avaya Contact Center Select will be available globally with support for G14 languages and countries.

A) True
B) False

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

A) 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.
B) 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.
C) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
D) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.

4. 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) Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.
D) Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.

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

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