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

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

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

2. 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) Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.
C) Provides cradle-to-grave reporting enabling visualization of call flow data using flow graphs, dashboards, and tabular reports.
D) Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.

3. Scenario:
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 nongovernment space and offers to promote Avaya and our offerings in the country. For the above purpose, the businessman demands a cash payment of S1000 which the Distributor pays on behalf of Avaya without seeking Avaya's approval.
Is the Distributor's conduct appropriate?

A) No. because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman and without Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.
B) Yes, since these are typically facilitation "grease* payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.
C) No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.

4. True or False? Avaya IP Office Support Services (IPOSS) are optional for all Avaya Contact Center Solutions for IP Office.

A) False
B) True

5. Which are four midsize contact center customer pain point? (Select four.)

A) Many midsize contact centers have IT resources that consist of a limited staff of generalists
B) Midsize contact centers have many of the same customer experience aspirations as large enterprises, but with far smaller budgets
C) Many midsize contact centers have basic automated call distribution (ACD) and reporting - which is no longer meeting their center's requirements
D) Midsize contact centers have sophisticated contact center capabilities but lack the desire to use them to their full potential
E) Midsize contact centers' end customers want to interact with the business through the channels they choose

Solutions: