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

1. Which is an IP Office-based Midmarket contact center solution? (Selectone.)

A) Avaya Aura Register Call Center Elite for Midsize Enterprise
B) Avaya Automated Chat
C) Avaya Contact Center Select
D) Avaya Interaction Center

2. 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.

3. Which are two questions for the Line of Business Leader that can help you to establish whether the business need is primarily for voice support or whether multichannel is direction they'd like to pursue? (Select two.)

A) Do you foresee growing beyond 250 agents within 12 months of deployment?
B) How do your customers interact with you?
C) How would you like customers to interact with you?
D) Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?

4. Which are four midsize contact center customer pain point? (Select four.)

A) Many midsize contact centers have IT resources that consist of a limited staff of generalists
B) Midsize contact centers have sophisticated contact center capabilities but lack the desire to use them to their full potential
C) Midsize contact centers' end customers want to interact with the business through the channels they choose
D) Many midsize contact centers have basic automated call distribution (ACD) and reporting - which is no longer meeting their center's requirements
E) Midsize contact centers have many of the same customer experience aspirations as large enterprises, but with far smaller budgets

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

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

Solutions: