2M00001A

Selling Avaya Contact Center Solutions for IP Office - APSS

Online Test

1- Which is an IP Office-based Midmarket contact center solution?

(Select one)

Avaya IP Office Contact Center
Ou
Avaya Contact Center Select

2- Which is an IP Office-based Midmarket contact center solution?
(Select one).

Avaya Contact Center Select

3- Which are the supported countries for Avaya IP Office Contact
Center? (Select all that apply)

US
UK
India
Australia
New Zealand
Canada

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

True

5- Which is a supported language for Avaya IP Office Contact Center?
(Select one)

English

6- Which are the correct capacities for Avaya Contact Center Select?
(Select two)

Up to 250 Active Voice Agents with IP Office Server Edition
Up to 30 Active Multichannel Agents with IP500v2

7- Match each product to its capability. (For each capability on the left,
select the corresponding product from the drop-down list)

Is a full-featured solution Avaya IP Office Contact Center
Is an Enterprise-class solution Avaya Contact Center Select

8- Which are four midsize contact center customer pain point? (Select
four)

Many contact centers have IT resources..
Midsize contact centers have many of the same customer..
Many contact centers have basic automated.
Midsize contact centers end customers want..

9- True or false? The net messages 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..

True

10-
If a customer answer yes to the question: Do you foresee
growing beyond 100 agents within 12 months of deployment?
Which solution should you guide them toward?

Avaya Contact Center Select

11-
If a customer answer yes to the question: Is your primary
contact center need voice communications, with multichannel
capabilities desirable?

Avaya IP Office Contact Center

12-
Which are three generic server types for Avaya IP Office
Support Services (IPOSS)? (Select three)

Medium Linux servers, DL120G and R210
IP500v2 Chassis
Large Linux server, DL360G and R620

13-
True or false? Avaya IP Office Support Services (IPOSS) are
optional for all Avaya Contact Center Solutions for IP Office.

False

14-
Which are three pitch elements that can be included to
highlight what end customers are looking for when contacting a
business of any size? (Select three)

End customers want to connect..
Other media types.
Businesses need to adapt to..

15-
Which are three pitch elements that can be included to star
the discussion of how Avaya can help the prospect close more deals,

support existing customers better and a lower cost, or a combination

of both? (Select three)

Research the business to see if the prospect.
Use facts and statistics from customer surveys.
Highlight the improvements in customer experience

16-
Which are four objection types that one may encounter when
speaking to prospects? (Select four)

Budget
Competitive Price
Core Platform
Category

17-
When meeting a prospect they say: I have a help desk
capability in my system.

Really? Have you seen the results from The Autonomous Customer
2013 survey?....

18-
When meeting a prospect they say: I dont want to run my
contact center.

What if I told that Avaya has transformed IP Office and expanded

19-
A leading reseller (Reseller) of Avaya is invited by Avaya to
attend

Yes, so long as it is acceptable

20-
Avaya is bidding for a telecommunications project with the
Government of India (GOI) through one of its Partners...

Yes, because there was nothing wrong with facilitating

21-
Avaya is trying to get payments worth $100,000 released
from

The Partners should immediately.

22-
A leading Channel Partner of Avaya, responsible for managing
several

No, because it involved payment of a cash equivalent (gift coupon)

23-
Identify the supervisor capacities for Avaya Contact Center
Select with IP500v2. (click and drag the correct option to the space
below)


30

24-
Avaya Contact Center Solutions for IP Office offer which of the
following capabilities? (select three)

Real-time monitoring
Inbound and Outbound
Recording and Storage

25-
Which are three attributes of Avaya Contact Center Solutions
for IP Office? (Select three)

They offer flexible deployments
They are priced for midsize business
They can be deployable in hours instead days

26-
Deploying Avaya Contact Center Solutions for IP Office into
midsized contact center helps solve business needs. Match the
business need on the left to the positive business impact on the right.
(Click and drag the business impact on the right to the
corresponding business need on the left)

Integrate multichannel contacts Increase sales by better distribution
Allocation of work flows and tasks Increase customer retention
Maximize effectiveness and efficiency, monitor and measure operations
Optimize utilization of staff

27-
Which statement is a value proposition of Avaya Contact
Center Solutions for IP Office? (Select one)

Extends Avaya innovation in customer experience.

28-
Which are four business attribute where you should propose
Avaya IP Office Contact Center to a business? (Select four)

The business is social media aware,
The business makes IT driven decisions
The business is focused primarily on support
The business is voice-centric with multichannel

29-
If a business 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 guide them toward?
(Click and drag the correct option to the space below)

Avaya Outbound Contact Express

30-
If a business answers yes to the question: Are you looking for
a fully featured solution with industry leading agent and supervisor
desktops, reporting, call recording, multichannel, SMS and Fax,
telephony capabilities? Which solution should guide them toward?
(Click and drag the correct option to the space below)

Avaya Contact Center Select

31-
If a business answers yes to the question: Do you need to
support less than 30 agents? Which solution should guide them
toward? (Click and drag the correct option to the space below)

Avaya IP Office Contact Center

32-
Which are four factors that influence Avaya IP Office Support
Services (IPOSS) pricing? (select four)

Level of service
Type of server
Number of agent/supervisor licenses
Duration of service

33-
What are four key points to keep in mind when pitching Avaya
Contact Center Solutions for IP Office to a midmarket customer?
(Select four)

The decision is strategic; .
The buying decisions will typically
Begin your discussions with business buyers
IT buyers in midmarket companies are likely generalists

34-
When meeting with a prospect they say: Your contact center
solution is too expensive. Which statement could help you
overcome this customers objection? (Select one)

Are you sure you are comparing apples to apples?...

35-
In connection with a CCT implementation project for the
Government of Mourito, Avaya has partnered with a dealing
Distributor in the country. Avaya is required to import certain
telecom equipment into Mourito. Avaya arranges for the shipment
and same reaches Mourito port

The Distributor has breached Avayas policy since Avaya prohibits
facilitation payments.

36-
Avaya has set up a branch office in an emerging market in
South Asia. The company engages a channel partner (Partner or

Channel Partner) who has contact within the government to

promote and sell its products and services in the above market.

Yes, because anti-bribery/anti-corruption statutes and Avaya policy
prohibit the improper influencing of a foreign public official


37-
Which are the correct capacities for Avaya IP Office Contact
Center? (Select two)

Up to 30 Active Multichannel Agents with IP500v2
Up to 100 Active Voice Agents with IP Office Server Edition

38-
Match the customer value proposition on the left to the
message type on the right. (For each customer value proposition,
select the corresponding message type from the drop-down list.)

IP Office Contact Center Solutions enable blended multichannel
capabilities that help improve - Operational Message
IP Office Contact Center Solutions extend Avaya innovation in customer
experience - Business Owner/CXO Message

39-
Pursuant to opening a new branch office in an emerging
market in South Asia, the distributor (Distributor) engaged by
Avaya comes in contact with a leading businessman in the country
who claims to have sufficient contacts within the non-government
space and offers to promote Avaya and your offerings in the country.
For the above purpose, the businessman demands a cash payment of
$1000 which the Distributor pays on behalf to Avaya without
seeking Avayas approval.

Is the Distributors conduct appropriate?

No, because the Distributor violated Avayas policies on anti-bribery/anti-
corruption.

40-
When meeting with a prospect they say: Your solution looks
great, but I dont have the budget to deploy it. Which statement
could help you overcome this customers objection? (Select one)

What if we could transform your costly voice interactions into a lower
cost to serve business like yours

41-
Which are four Avaya Proof Points that can you support why
Avaya is the right company with which to do business? (Select four)

Avaya has more than 375.000 Avaya IP Office systems deployed in
businesses worldwide
Avaya offers complete solutions for midsize businesses

Avaya is the market leader in customer experience

Avaya multichannel capabilities, agent productivity tools

42-
Which statement are value propositions of Avaya Contact
Center Select? (Select two)

It can host both outbound and campaigns and communication,
It is an enterprise-class solution that offers simplicity without
compromise..

43-
Which statement are value propositions of Avaya Contact
Center for IP Office? (Select one)

Are optimized for use with IP Office software, enable blended
multichannel capabilities that help improve customer.

44-
Which are three attributes of Avaya Contact Center Solutions
for IP Office? (Select three)

They feature industry-leading agent and supervisor desktops, call
recording, and reporting.
They support blended multichannel inbound and outbound contacts.
They supported by Avaya IP Office Support Services (IPOSS).

45-
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)

The need to measure and track interactions in both real-time and
historically.

46-
Which statement are value propositions of Avaya IP Office
Contact Center? (Select one)

Is a full-featured solution that delivers simplicity and exceptional value
for contact centers with up to 100 agents focused primarily on support.

47-
Identify the supervisor capacities for Avaya IP Office Contact
Center with IP Office Server Edition. (Click and drag the correct
option to the space below.)

100

48-
Which are reporting capabilities for Avaya Contact Center
Solutions for IP Office? (Select two.)

Collect and evaluate statistical data on a contact from beginning to end,

including voice calls, email, chat SMS, and fax.
Capture details on inbound and outbound contacts, to enable analysis and
optimization of network trunks and agents.
49-
Which are three of the typical business with fewer than 2,000
Employees / 30 to 250 Agents? (Select three.)

The business applies technology to address a business problem
IT is the buyer or strong influencer
The business believes that contact center capabilities are essential

50-
Which are two questions for the Line of Business Leader that
can help you to establish whether the business need is primarily for
voice support or whether multichannel is direction they'd like to
pursue? (Select two.)

How would you like customers to interact with you?
How do your customers interact with you?

51 Match the objection statement on the left to the objection type
on the right. (Click and drag the objection type on the right to the
corresponding objection statement on the left).

I dont need a multichannel contact center. > Category Objection
I cant afford to install a new contact center system right now. > Budget
Objection
Your contact center is more expensive.> Competitive Price Objection
I dont feel comfortable with small-business systems.> Core Platform
Objection