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Avaya 2M00001A Exam Syllabus Topics:

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

Question 1

Which are two Operational Pain Points that midsize businesses face? (Select two.)

A. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
B. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
C. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
D. Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls

Question 2

Which are two CXQor Business Owner Pain Points that midsize businesses face? (Select two.)

A. Midsize businesses find that their existing bask automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
B. Multichannel contact center capabilities ate now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.
C. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
D. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.

Question 3

If a customer answers yes to the question: "Would you like to deploy an outbound contact
center solution behind an existing PBX via PRI or SIP trunks?" Which solution should you guide them toward?

A. Avaya IP Office Contact Center
B. Avaya Outbound Contact Express
C. Avaya Contact Center select

Question 4

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

A. 50
B. 100
C. 30

Question 5

When meeting with a prospect they say: "Your solution looks great, but I don't have the budget to deploy it." Which statement could help you overcome this customer's objection? (Select one.)

A. 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.
B. 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.
C. 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.
D. 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.

Solutions: