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

1. DRAG DROP
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.)

2. Which are four characteristics of the typical business with 10 to 1.000 employees /5 to 100 agents? {Select four.)

A) IT is the buyer or strong influencer
B) The CEO/Owner is most likely the buyer
C) The business values simplicity
D) The business lacks technical knowledge
E) The business considers the Contact Center important
F) The business believes that contact center capabilities are essential

3. Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Select one.)

A) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.
B) Can host both outbound campaigns and communication, as well as. selfserviceapplications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.
C) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
D) Are optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experiences to increase revenue and customer lifetime value, while improving agent efficiency to reduce cost.

4. 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.)

A) The interest of including social media interactions into the contact center
B) The need to measure and track interactions in both real-time and historically
C) The need for more complex contact center capabilities
D) The need for a voice-only solution

5. Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Selectone)

A) Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience
B) Integrations, services, and assets, as well as the leveraging of open standards.
C) Provides reporting and analysis tools to track caller behavior for continuous Improvement.
D) Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.

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