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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

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 have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
C. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
D. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.

Question 2

When meeting with a prospect they say: "Your solution looks great, but I don't have the budget to deploy it." Which statement could help you overcome this customer's objection? (Select one.)

A. 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.
B. 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.
C. 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.
D. 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.

Question 3

Which are the supported countries for Avaya IP Office Contact Center? (Select all that apply.)

A. US
B. UK
C. Canada
D. Germany
E. India
F. Australia
G. New Zealand

Question 4

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

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

Question 5

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

A. Can host both outbound campaigns and communication, as well asself-service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.
B. 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.
C. They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.
D. They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.

Solutions: