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Avaya 2M00001A Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| IP Office Contact Center Solutions Overview | 25% | - Contact Center Select and Express editions - Avaya IP Office Contact Center portfolio - Integration with IP Office platform |
| Features and Capabilities | 30% | - Multichannel interaction handling - Reporting, analytics and dashboards - Routing, queuing and self-service - Supervisor and agent tools |
| Sales Methodology and Positioning | 25% | - Solution matching and objection handling - Customer needs analysis - Competitive differentiation - Licensing and service models |
| Value Proposition and Business Benefits | 20% | - Scalability and deployment options - Customer experience improvements - ROI and TCO advantages |
Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
Which are three buying behaviors of typical midmarket customers? (Select three.)
- A. The business favors loyalty and simplicity over brand and seeks advice from the channel partner
- B. The business hat smaller project based budget
- C. This is a first time or legacy replacement sale
- D. This is an evolutionary/migratory sale
- E. The business uses installed solutions to drive brand preference and seeks advice from the vendor
- F. The business has large annual fixed budgets
Which are two CXO or Business Owner Pain Points that midsize businesses face? (Select two.)
- A. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
- B. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
- 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.
DRAG DROP
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.)
Which are four objection types that one may encounter when speaking to prospects? (Select four.)
- A. Core Platform Objections
- B. Competitive Price Objections
- C. Budget Objections
- D. Integration Objections
- E. Category Objections
Which statement is a value proposition of Avaya IP Office Contact Center? (Select one.)
- A. It can host both outbound campaigns and communication, as well as self- service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.
- B. It is an enterprise-class solution that offers simplicity without compromise, for contact centers with 30 to 250 agents that address the entire customer lifecycle.
- C. It allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
- D. It is a full-featured solution that delivers simplicity and exceptional value for contact centers with up to 100 agents focused primarily on support.
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