Avaya 33820X : Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam

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Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. With the pre-built Virtual Private Clouds (VPCs) of Avaya OneCloud™ ReadyNow, Avaya provides a robust foundation for enterprise cloud deployments. The complete solution requires elements provided by Avaya, a Partner, and/or the customer for a fully functional end-to-end solution.
Which two scenarios are supported In the Avaya OneCloud™ ReadyNow offer? (Choose two.)

A) MPLS VPN/Software Defined WAN Connectivity
B) Analog Trunk Access Connectivity
C) CC Solutions with ACCS Connectivity
D) PSTN Network Connectivity

2. A Contact Center manager wants an application solution that will identify and determine the caller's intent through simple customer conversations using speech and self-service. They also want to serve themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?

A) Avaya IX™ Workforce Engagement
B) Avaya Intelligent Customer Routing
C) Avaya Proactive Outreach Manager
D) Avaya Call Management System

3. A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?

A) Expert Agent Selection
B) Best Service Routing
C) Business Advocate
D) Advanced Call Vectoring

4. Refer to the exhibit.

Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?

A) Workspaces for Elite with POM Integration
B) Best Service Routing
C) Avaya Intelligent Customer Routing
D) Afiniti Enterprise Behavioral Pairing

5. A customer wants a higher balance efficiency by leveraging their contact center as a strategic resource.
Using one platform and single-user interface, what are three functions that Avaya IX™ Workforce Engagement unifies? (Choose three.)

A) Expert Agent Selection
B) Customer Feedback
C) Quality Monitoring
D) Enterprise Analytics
E) Workforce Management

Solutions: