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

1. If a customer answers yes to the question: "Is your primary contact center need voice communications, with multichannel capabilities desirable?" Which solution should you guide them toward?

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

2. 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) 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.
B) 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.
C) 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.
D) 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.

3. 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.)

A) Do you foresee growing beyond 250 agents within 12 months of deployment?
B) Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?
C) How do your customers interact with you?
D) How would you like customers to interact with you?

4. 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) Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.
D) Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.

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

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