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

1. Which are two CXO or Business Owner 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) End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
C) Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
D) Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.

2. 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 Outbound Contact Express
B) Avaya Contact Center select
C) Avaya IP Office Contact Center

3. 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) 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.
B) 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.

4. If a customer answers yes to the question: "Do you foresee growing beyond 100 agents within 12 months of deployment?" Which solution should you guide them toward?

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

5. Which are three buying behaviors of typical midmarket customers? (Select three.)

A) The business has extensive internal IT support with outsourcing
B) The business has minimal IT support, and are risk adverse
C) The business makes centralized purchase decisions
D) The business uses limited customization, 1-2 Vendors
E) The business' environment is complex, customized multi-vendor, highly scaled integration critical
F) The business makes de-centralized purchase decisions

Solutions: