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Avaya 2M00001A Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Installation, Support and Maintenance Basics | - Installation and commissioning basics - Support and maintenance overview |
| Topic 2: Avaya Contact Center Solutions for IP Office Overview | - Architecture and components - Benefits and positioning |
| Topic 3: Solution Sales Knowledge | - Customer pain points and solution mapping - Basic call flow and reporting |
Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
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 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. 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.
- 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. 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.
Correct Answer: B 🗳️
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. How do your customers interact with you?
- B. How would you like customers to interact with you?
- C. Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?
- D. Do you foresee growing beyond 250 agents within 12 months of deployment?
Correct Answer: A,B 🗳️
Which are reporting capabilities for Avaya Contact Center Solutions for IP Office? (Select two.)
- A. Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
- B. Provides cradle-to-grave reporting enabling visualization of call flow data using flow graphs, dashboards, and tabular reports.
- 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.
Correct Answer: B,C 🗳️
Which are three buying behaviors of typical midmarket customers? (Select three.)
- A. The business uses limited customization, 1-2 Vendors
- B. The business' environment is complex, customized multi-vendor, highly scaled integration critical
- C. The business makes de-centralized purchase decisions
- D. The business has minimal IT support, and are risk adverse
- E. The business has extensive internal IT support with outsourcing
- F. The business makes centralized purchase decisions
Correct Answer: B,D,E 🗳️
Which are three characteristics of the typical business with fewer than 2.000 Employees/30 to 250 Agents? (Select three.)
- A. IT is the buyer or strong influencer
- B. The business applies technology to address a business problem
- C. The business lacks technical knowledge
- D. The business believes that contact center capabilities are essential
- E. The CEO/Owner is most likely the buyer
Correct Answer: A,B,E 🗳️
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