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

1. If a customer answers yes to the question: "Are you looking for a fully featured solution with industry leading agent and supervisor desktops, reporting, call recording, multichannel, SMS and Fax, and telephony capabilities?" Which solution should you guide them toward?

A) Avaya Contact Center select
B) Avaya Outbound Contact Express
C) Avaya IP Office Contact Center

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) 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.
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) 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.
D) 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.

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

A) Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience.
B) Allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
C) Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
D) Provides reporting and analytic tools to track caller behavior for continuous improvement.

4. Which are four business attributes where you should propose Avaya IP Office Contact Center to a business? (Select four.)

A) The business makes IT driven decisions
B) The business requires G14 language support
C) The business is voice-centric with multichannel
D) The business is focused primarily on support
E) The business is social media aware, but not involved in interactions

5. 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) 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.
D) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.

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