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

1. Which is an IP Office-based Midmarket contact center solution? (Selectone.)

A) Avaya Contact Center Select
B) Avaya Aura Register Call Center Elite for Midsize Enterprise
C) Avaya Interaction Center
D) Avaya Automated Chat

2. When pitching the Avaya total solution to midmarket customers, which are key areas that are part of an Avaya total solution? (Select all that apply.)

A) Avaya Contact Center Solutions
B) Avaya Security
C) Avaya IP Office
D) Avaya Networking

3. 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 as. selfserviceapplications 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 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 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) Provides reporting and analysis tools to track caller behavior for continuous Improvement.
C) Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
D) Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience

5. 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) 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.
B) 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.

Solutions: