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

1. 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.

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

A) 30
B) 100
C) 50

3. 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) Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
C) Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.
D) Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.

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

A) It is an enterprise-class solution that offers simplicity without compromise, for contact centers with 30 to 250 agents that address the entire customer lifecycle.
B) It is a full-featured solution that delivers simplicity and exceptional value for contact centers with up to 100 agents focused primarily on support.
C) It allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
D) It can host both outbound campaigns and communication, as well as self- service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.

5. 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) False
B) True

Solutions: