33810X Online Practice Questions and Answers

An Avaya representative knows the sales cycle, and uses It regularly to get a good understanding problems and quantify the costs.

Which statement describes the Qualification step?

A. It proposes, communicates, and agrees upon the detailed solution.

B. It documents the details, and quantifies the cost.

C. It Is a discussion driver to help draw out and Identify the problem(s) to be solved.

D. It is the final Invoice that serves as the formal contract acknowledgement.

The IT manager wants a powerful tool that can adapt and modify the contact flow in AACC-Which tool is used to change the contact flow in AACC?

A. Contact Center Server Utility

B. Contact Center Orchestration Designer

C. Contact Center Manager Administrator

D. Contact Center Manager Multimedia Administrator

During a discovery conversation with a satellite television provider, a sales person learned that the business pain point of multi channel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.

Which value proposition would you use?

A. Avaya Aura Contact Center solutions enable blended multichannel so businesses can leverage Avaya customer experience management leadership In a solution that is optimized for use with Avaya Aura.

B. Avaya Aura Contact Center solutions allow businesses to leverage Avaya customer experience management leadership In a solution that Is fit for purpose.

C. Avaya Aura Contact Center solutions enable blended multichannel capabilities that can help to Improve customer experiences. Increase revenue, and customer lifetime value.

D. Avaya Aura Contact Center solutions extend Avaya's Innovation In customer experience management to businesses, with the simplicity and value they require.

In addition to using open-ended questions, which three questions would a design specialist use when starting with a customer discovery conversation? (Choose three.)

A. What is the percentage of customer support Issues that are resolved In one call?

B. What are the agent performance reporting requirements?

C. Which system support click-to-call from the web?

D. What are the customer support pain points?

E. What Is the IVR name?

During the discovery conversation, the AMR Medicure Contact Center Manager said they want a tool that allows Voice Recording, Quality Monitoring and Scheduling, and Forecasting for agents Including training.

Which Advanced WFO package would the sales person offer AMR Medicure?

A. Automated Quality Monitoring package

B. Quality Monitoring package

C. Workforce Management package

D. Workforce Optimization package

The IT manager installed AACC on physical servers. Which identifier is used for the creation of licenses?

A. MAC Address

B. Host ID

C. IP Address

D. Customer name

Which group offers the AACC Callback Request solution that leverages AACC scripting and web services, as well'as the outbound capability of AACC?

A. Avaya technical staff

B. Avaya Development team

C. Avaya Support

D. Avaya Professional Services

A support manager experienced that each Voice Contact runs through an application designed with the Which service controls the pathway through the application?

A. Task Flow Executor (TFE)

B. Telephony Services Manager (TSM)

C. SIP Gateway Manager (SGM)

D. Telephony Services Manager (TSM)

AMR Medicure wants to help their consumers If they have trouble doing searches on the AMR Medicure Web pages.

Which solution would meet AMR's requirements?

A. Co-Browsing Snap-In

B. Web Chat Snap-In

C. Presence Snap-In

D. Context Store Snap-In

Refer to the exhibit.

AACC allows the use of campaigns for Sales or Marketing purposes. Which statement about Outbound campaigns is true?

A. Agent Scripts are loaded Into Agent Desktop from the CCMM Database. 4-C

B. Agent Scripts are loaded Into Agent Desktop from the CCT Database. 1-C

C. Agent Scripts are loaded Into Agent Desktop from the CCMA Database. 3-C

D. Agent Scripts are loaded Into Agent Desktop from the CCMS Database. 2-C