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Avaya 2M00001A Exam Syllabus Topics:

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

1. Which is a supported language for Avaya IP Office Contact Center? (Select one.)

A) German
B) Latin Spanish
C) Brazilian Portuguese
D) English
E) Italian
F) French

2. 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) Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls
C) Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
D) Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.

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

4. If a customer answers yes to the question: "Are you looking for a fully featured solution with industry leading agent and supervisor desktops, reporting, call recording, multichannel, SMS and Fax, and telephony capabilities?" Which solution should you guide them toward?

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

5. 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.

Solutions: