2M00001A Selling Avaya Contact Center Solutions for IP Office - APSS Online Test

 

1-­ Which  is  an  IP  Office-­based  Midmarket  contact  center  solution?  (Select  one)    Avaya  IP  Office  Contact  Center  Ou  Avaya  Contact  Center  Select    

2-­ Which  is  an  IP  Office-­based  Midmarket  contact  center  solution?  (Select  one).    Avaya  Contact  Center  Select    

3-­ Which  are  the  supported  countries  for  Avaya  IP  Office  Contact  Center?  (Select  all  that  apply)    US  UK  India    Australia  New  Zealand  Canada    

4-­ True  or  False?  Avaya  Contact  Center  Select  will  be  available  globally  with  support  for  G14  languages  and  countries.    True    

5-­ Which  is  a  supported  language  for  Avaya  IP  Office  Contact  Center?  (Select  one)    English    

6-­ Which  are  the  correct  capacities  for  Avaya  Contact  Center  Select?  (Select  two)    Up  to  250  Active  Voice  Agents  with  IP  Office  Server  Edition  Up  to  30  Active  Multichannel  Agents  with  IP500v2    

7-­ Match  each  product  to  its  capability.  (For  each  capability  on  the  left,  select  the  corresponding  product  from  the  drop-­down  list)    Is  a  full-­‐featured  solution  –  Avaya  IP  Office  Contact  Center  Is  an  Enterprise-­‐class  solution  –  Avaya  Contact  Center  Select    

8-­ Which  are  four  midsize  contact  center  customer  pain  point?  (Select  four)    Many  contact  centers  have  IT  resources…..  Midsize  contact  centers  have  many  of  the  same  customer…..  Many  contact  centers  have  basic  automated….  Midsize  contact  centers’  end  customers  want…..    

9-­ True  or  false?  The  net  messages  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…..    True    

10-­ If  a  customer  answer  yes  to  the  question:  “Do  you  foresee  growing  beyond  100  agents  within  12  months  of  deployment?”  Which  solution  should  you  guide  them  toward?    Avaya  Contact  Center  Select    

11-­ If  a  customer  answer  yes  to  the  question:  “Is  your  primary  contact  center  need  voice  communications,  with  multichannel  capabilities  desirable?    Avaya  IP  Office  Contact  Center    

12-­ Which  are  three  generic  server  types  for  Avaya  IP  Office  Support  Services  (IPOSS)?  (Select  three)    Medium  Linux  servers,  DL120G  and  R210  IP500v2  Chassis  Large  Linux  server,  DL360G  and  R620    

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

14-­ Which  are  three  pitch  elements  that  can  be  included  to  highlight  what  end  customers  are  looking  for  when  contacting  a  business  of  any  size?  (Select  three)    End  customers  want  to  connect…..  Other  media  types….  Businesses  need  to  adapt  to…..    

15-­ Which  are  three  pitch  elements  that  can  be  included  to  star  the  discussion  of  how  Avaya  can  help  the  prospect  close  more  deals,  

support  existing  customers  better  and  a  lower  cost,  or  a  combination  of  both?  (Select  three)    Research  the  business  to  see  if  the  prospect….  Use  facts  and  statistics  from  customer  surveys….  Highlight  the  improvements  in  customer  experience…    

16-­ Which  are  four  objection  types  that  one  may  encounter  when  speaking  to  prospects?  (Select  four)    Budget  Competitive  Price  Core  Platform  Category    

17-­ When  meeting  a  prospect  they  say:  “I  have  a  help  desk  capability  in  my  system….    Really?  Have  you  seen  the  results  from  “The  Autonomous  Customer  2013”  survey?....    

18-­ When  meeting  a  prospect  they  say:  “I  don’t  want  to  run  my  contact  center….    What  if  I  told  that  Avaya  has  transformed  IP  Office  and  expanded…    

19-­ A  leading  reseller  (“Reseller”)  of  Avaya  is  invited  by  Avaya  to  attend…    Yes,  so  long  as  it  is  acceptable…    

20-­ Avaya  is  bidding  for  a  telecommunications  project  with  the  Government  of  India  (“GOI”)  through  one  of  its  Partners...    Yes,  because  there  was  nothing  wrong  with  facilitating…    

21-­ Avaya  is  trying  to  get  payments  worth  $100,000  released  from…    The  Partners  should  immediately….    

22-­ A  leading  Channel  Partner  of  Avaya,  responsible  for  managing  several…    No,  because  it  involved  payment  of  a  cash  equivalent  (gift  coupon)…    

23-­ Identify  the  supervisor  capacities  for  Avaya  Contact  Center  Select  with  IP500v2.  (click  and  drag  the  correct  option  to  the  space  below)  

 30    

24-­ Avaya  Contact  Center  Solutions  for  IP  Office  offer  which  of  the  following  capabilities?  (select  three)    Real-­‐time  monitoring  Inbound  and  Outbound  Recording  and  Storage    

25-­ Which  are  three  attributes  of  Avaya  Contact  Center  Solutions  for  IP  Office?  (Select  three)    They  offer  flexible  deployments…  They  are  priced  for  midsize  business  They  can  be  deployable  in  hours  instead  days    

26-­ Deploying  Avaya  Contact  Center  Solutions  for  IP  Office  into  midsized  contact  center  helps  solve  business  needs.  Match  the  business  need  on  the  left  to  the  positive  business  impact  on  the  right.  (Click  and  drag  the  business  impact  on  the  right  to  the  corresponding  business  need  on  the  left)    Integrate  multichannel  contacts  –  Increase  sales  by  better  distribution  Allocation  of  work  flows  and  tasks  –  Increase  customer  retention  Maximize  effectiveness  and  efficiency,  monitor  and  measure  operations  –  Optimize    utilization  of  staff…    

27-­ Which  statement  is  a  value  proposition  of  Avaya  Contact  Center  Solutions  for  IP  Office?  (Select  one)    Extends  Avaya  innovation  in  customer  experience….    

28-­ Which  are  four  business  attribute  where  you  should  propose  Avaya  IP  Office  Contact  Center  to  a  business?  (Select  four)    The  business  is  social  media  aware,…  The  business  makes  IT  driven  decisions  The  business  is  focused  primarily  on  support  The  business  is  voice-­‐centric  with  multichannel    

29-­ If  a  business  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  guide  them  toward?  (Click  and  drag  the  correct  option  to  the  space  below)    Avaya  Outbound  Contact  Express    

30-­ If  a  business  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,  telephony  capabilities?  Which  solution  should  guide  them  toward?  (Click  and  drag  the  correct  option  to  the  space  below)    Avaya  Contact  Center  Select    

31-­ If  a  business  answers  yes  to  the  question:  “Do  you  need  to  support  less  than  30  agents?”  Which  solution  should  guide  them  toward?  (Click  and  drag  the  correct  option  to  the  space  below)    Avaya  IP  Office  Contact  Center    

32-­ Which  are  four  factors  that  influence  Avaya  IP  Office  Support  Services  (IPOSS)  pricing?  (select  four)    Level  of  service  Type  of  server  Number  of  agent/supervisor  licenses  Duration  of  service    

33-­ What  are  four  key  points  to  keep  in  mind  when  pitching  Avaya  Contact  Center  Solutions  for  IP  Office  to  a  midmarket  customer?  (Select  four)    The  decision  is  strategic;  ….  The  buying  decisions  will  typically…  Begin  your  discussions  with  business  buyers…  IT  buyers  in  midmarket  companies  are  likely  generalists    

34-­ 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)    Are  you  sure  you  are  comparing  apples  to  apples?...    

35-­ In  connection  with  a  CCT  implementation  project  for  the  Government  of  Mourito,  Avaya  has  partnered  with  a  dealing  Distributor  in  the  country.  Avaya  is  required  to  import  certain  telecom  equipment  into  Mourito.  Avaya  arranges  for  the  shipment  and  same  reaches  Mourito  port…    The  Distributor  has  breached  Avaya’s  policy  since  Avaya  prohibits  facilitation  payments.    

36-­ Avaya  has  set  up  a  branch  office  in  an  emerging  market  in  South  Asia.  The  company  engages  a  channel  partner  (“Partner”  or  

“Channel  Partner”)  who  has  contact  within  the  government  to  promote  and  sell  its  products  and  services  in  the  above  market….    Yes,  because  anti-­‐bribery/anti-­‐corruption  statutes  and  Avaya  policy  prohibit  the  improper  influencing  of  a  foreign  public  official…      

37-­ Which  are  the  correct  capacities  for  Avaya  IP  Office  Contact  Center?  (Select  two)    Up  to  30  Active  Multichannel  Agents  with  IP500v2  Up  to  100  Active  Voice  Agents  with  IP  Office  Server  Edition    

38-­ Match  the  customer  value  proposition  on  the  left  to  the  message  type  on  the  right.  (For  each  customer  value  proposition,  select  the  corresponding  message  type  from  the  drop-­down  list.)    IP  Office  Contact  Center  Solutions  enable  blended  multichannel  capabilities  that  help  improve…  -­‐  Operational  Message  IP  Office  Contact  Center  Solutions  extend  Avaya  innovation  in  customer  experience…  -­‐  Business  Owner/CXO  Message    

39-­ 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  non-­government  space  and  offers  to  promote  Avaya  and  your  offerings  in  the  country.  For  the  above  purpose,  the  businessman  demands  a  cash  payment  of  $1000  which  the  Distributor  pays  on  behalf  to  Avaya  without  seeking  Avaya’s  approval.    Is  the  Distributor’s  conduct  appropriate?    No,  because  the  Distributor  violated  Avaya’s  policies  on  anti-­‐bribery/anti-­‐corruption….    

40-­ 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)    What  if  we  could  transform  your  costly  voice  interactions  into  a  lower  cost  to  serve  business  like  yours”…    

41-­ Which  are  four  Avaya  Proof  Points  that  can  you  support  why  Avaya  is  the  right  company  with  which  to  do  business?  (Select  four)    Avaya  has  more  than  375.000  Avaya  IP  Office  systems  deployed  in  businesses  worldwide…  Avaya  offers  complete  solutions  for  midsize  businesses…  

Avaya  is  the  market  leader  in  customer  experience…  Avaya  multichannel  capabilities,  agent  productivity  tools…    

42-­ Which  statement  are  value  propositions  of  Avaya  Contact  Center  Select?  (Select  two)    It  can  host  both  outbound  and  campaigns  and  communication,…  It  is  an  enterprise-­‐class  solution  that  offers  simplicity  without  compromise..    

43-­ Which  statement  are  value  propositions  of  Avaya  Contact  Center  for  IP  Office?  (Select  one)    Are  optimized  for  use  with  IP  Office  software,  enable  blended  multichannel  capabilities  that  help  improve  customer….    

44-­ Which  are  three  attributes  of  Avaya  Contact  Center  Solutions  for  IP  Office?  (Select  three)    They  feature  industry-­‐leading  agent  and  supervisor  desktops,  call  recording,  and  reporting.  They  support  blended  multichannel  inbound  and  outbound  contacts.  They  supported  by  Avaya  IP  Office  Support  Services  (IPOSS).    

45-­ When  you  ask  a  Line  of  Business  Leader  the  question:  “Do  you  know  how  many  customers  contact  your  business,  how  often  their  issues  are  resolved  on  the  first  call,  and  how  frequently  they  drop?”  What  need  does  this  question  help  you  highlight?  (Select  one)    The  need  to  measure  and  track  interactions  in  both  real-­‐time  and  historically.    

46-­ Which  statement  are  value  propositions  of  Avaya  IP  Office  Contact  Center?  (Select  one)    Is  a  full-­‐featured  solution  that  delivers  simplicity  and  exceptional  value  for  contact  centers  with  up  to  100  agents  focused  primarily  on  support.    

47-­ Identify  the  supervisor  capacities  for  Avaya  IP  Office  Contact  Center  with  IP  Office  Server  Edition.  (Click  and  drag  the  correct  option  to  the  space  below.)    100    

48-­ Which  are  reporting  capabilities  for  Avaya  Contact  Center  Solutions  for  IP  Office?  (Select  two.)    

Collect  and  evaluate  statistical  data  on  a  contact  from  beginning  to  end,  including  voice  calls,  email,  chat  SMS,  and  fax.  

Capture  details  on  inbound  and  outbound  contacts,  to  enable  analysis  and  optimization  of  network  trunks  and  agents.  

49-­ Which  are  three  of  the  typical  business  with  fewer  than  2,000  Employees  /  30  to  250  Agents?  (Select  three.)    The  business  applies  technology  to  address  a  business  problem  IT  is  the  buyer  or  strong  influencer  The  business  believes  that  contact  center  capabilities  are  essential    

50-­ 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.)    How  would  you  like  customers  to  interact  with  you?  How  do  your  customers  interact  with  you?  

 

51–     Match  the  objection  statement  on  the  left  to  the  objection  type  on   the   right.   (Click   and  drag   the   objection   type   on   the   right   to   the  corresponding  objection  statement  on  the  left).  

 “I  don’t  need  a  multichannel  contact  center.  “>  Category  Objection  “I  can’t  afford    to  install  a  new  contact  center  system  right  now.”  >  Budget  Objection  “Your  contact  center  is  more  expensive.”>  Competitive  Price  Objection  “I  don’t  feel  comfortable  with  small-­‐business  systems.”>  Core  Platform  Objection