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

1. When meeting with a prospect they say: * I don't want to run my contact center on a small business system like IP Office." Which statement could help you overcome this customer's objection? (Select one.)

A) What if I told you that Avaya has transformed IP Office and expanded our offerings to serve midsize businesses like yours? Our solutions provide businesses a scalable, redundant, and resilient system capable of handlingdemanding environments. Furthermore, our Contact Center solutions are based on existing solutions with years of mission-critical deployment experience.
B) What if we could transform your costly voice interactions into a lower cost to serve business model and at the same time help you generate additional revenue? Businesses use web chat for both sales and support situations. In fact. web chat is one of the lowest cost contact channels available to businesses today. With a lower cost structure and the opportunity for new revenue, you can potentially increase your profitability this would mitigate the upfront cost of replacing your current solution.
C) Really? Have you seen the results from "The Autonomous Customer 2013" survey? Their findings show how customers want to do business with businesses that make it easy to do business. Your customers don't necessarily want to call you and have just anyone helping them. Customers want to spend the least amount of time possible getting the answers they are looking for and we can help you make that happen.
D) Are you sure you are comparing apples to apples? You need to look at the total cost for an accurate comparison. Capabilities such as call recording are included as part of Avaya solution (including IP Office licensing), but may be an additional cost with a competitor.

2. Which are four midsize contact center customer pain point? (Select four.)

A) Many midsize contact centers have basic automated call distribution (ACD) and reporting - which is no longer meeting their center's requirements
B) Midsize contact centers have sophisticated contact center capabilities but lack the desire to use them to their full potential
C) Midsize contact centers' end customers want to interact with the business through the channels they choose
D) Midsize contact centers have many of the same customer experience aspirations as large enterprises, but with far smaller budgets
E) Many midsize contact centers have IT resources that consist of a limited staff of generalists

3. If a customer answers yes to the question: "Do you need to support less than 30 agents?" Which solution should you guide them toward?

A) Avaya Outbond Contact Express
B) Avaya Contact Center Select
C) Avaya IP Office Contact Center

4. Which are the correct capacities for Avaya IP Office Contact Center? (Select two.)

A) Up to 100 ActiveVoiceAgents with IP Office Server Edition
B) Up to 1,000 Active Multichannel Agents with IP500v2
C) Up to 250 Active Voice Agents with IP Office Server Edition
D) Up to 30 Active Multichannel Agents with IP500v2

5. Identify the supervisor capacities for Avaya Contact Center Select with IP500V2-

A) 100
B) 30
C) 50

Solutions: