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

1. Avaya Contact Center Solutions for IP Office offer which of the following capabilities? (Select three.)

A) Inbound and Outbound
B) Recording and storage
C) Workforce Optimization
D) Real-time monitoring
E) Caller segmentation

2. Which are two CXQor 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) Midsize businesses find that their existing bask automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
C) End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
D) Multichannel contact center capabilities ate now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.

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) True
B) False

4. 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.)

A) 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.
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) 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.
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.

5. Identify the supervisor capacities for Avaya Contact Center Select with IP Office Server Edition.

A) 30
B) 100
C) 50

Solutions: