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

1. Which is an IP Office-based Midmarket contact center solution? (Selectone.)

A) Avaya Automated Chat
B) Avaya IP Office Contact Centre'
C) Avaya AuraRegister Contact Center Suite for Midsize Enterprise
D) Avaya Interaction Center

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

A) Avaya always comes in with the lowest price tag for all their contact center solutions.
B) Avaya multichannel capabilities, agent productivity tools, and end-to-end portfolio of fit for purpose applications outperform competitors.
C) Avaya has more than 375.000 Avaya IP Office systems deployed in businesses worldwide, for more than a decade of experience and customer feedback to guide development.
D) Avaya is the market leader In customer experience management and contact center solutions, with more than 50,000 deployments supporting 6 million agents.
E) Avaya offers complete solutions for midsize businesses - built on its proven IP Office software platform - rich unified communications, video collaboration, contact center, and more.

3. When meeting with a prospect they say: "Your contact center solution is too expensive." 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) 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.
C) 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.
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.

4. Identify the supervisor capacities for Avaya Contact Center Select with IP500V2-

A) 50
B) 30
C) 100

5. Scenario:
In connection with a CCT implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in the country. Avaya is required to import certain telecom equipment into Mourito, Avaya arranges for the shipment and same reaches Mourito port. In order to release the shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis-a-vis overseas shipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs official and obtains the NOC. What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.
What breach, if any, has the Distributor committed?

A) The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.
B) None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.

Solutions: