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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 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) Do you foresee growing beyond 250 agents within 12 months of deployment?
B) Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?
C) How do your customers interact with you?
D) How would you like customers to interact with you?

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

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

3. True or false? The net message for Avaya Contact Center Solutions for IP Office is that midsize businesses can now leverage Avaya customer experience management leadership in a solution that is fit for purpose - simple, yet powerful; with flexible deployment options; easy to use, maintain, and administer, and are all optimized for use with Avaya IP Office software.

A) False
B) True

4. 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) 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.
B) No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.
C) 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.

5. 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 have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
D) Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.

Solutions: