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

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Avaya 2M00001A Exam Syllabus Topics:

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

Question #1
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.)

Question #2
Scenario:
Avaya is trying to get payments worth $100,000 released from a public sector client in connection with an implementation project Avaya delivered successfully three (3) months back. The Channel Partner through whom Avaya bid for the project is the primary interface conducting regular follow-ups with the client. The client contact promises to get the payment released within 45 days provided the Partner or Avaya pay up S150 to expedite release. The Avaya channel account manager encourages Partner to do "whatever it takes* to get the money.
What should the Partner do?

A. The Partner should immediately report the matter by using Avaya Ethics Hotline or emailing [email protected].
B. The Partner should report the matter to their own management.
C. The Partner should ask Avaya to pay the money to get the payments released.
D. The Partner should negotiate the proposed "sum" with the client contact and try and agree on a sum of not more than $60 which could be deemed reasonable.

Question #3
Which are two CXO or Business Owner Pain Points that midsize businesses face? (Select two.)

A. Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.
B. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
C. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
D. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.

Question #4
Which are four Avaya Proof Points that can help you support why Avaya is the right company with which to do business? (Select four.)

A. Avaya is the market leader In customer experience management and contact center solutions, with more than 50,000 deployments supporting 6 million agents.
B. Avaya has more than 375.000 Avaya IP Office systems deployed in businesses worldwide, for more than a decade of experience and customer feedback to guide development.
C. Avaya multichannel capabilities, agent productivity tools, and end-to-end portfolio of fit for purpose applications outperform competitors.
D. Avaya always comes in with the lowest price tag for all their contact center solutions.
E. Avaya offers complete solutions for midsize businesses - built on its proven IP Office software platform - rich unified communications, video collaboration, contact center, and more.

Question #5
When meeting with a prospect they say: * I don't want to run my contact center on a small business system like IP Office." Which statement could help you overcome this customer's objection? (Select one.)

A. 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.
B. 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.
C. 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.
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: