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Avaya 2M00001A Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| IP Office Contact Center Solutions Overview | 25% | - Avaya IP Office Contact Center portfolio - Integration with IP Office platform - Contact Center Select and Express editions |
| Features and Capabilities | 30% | - Supervisor and agent tools - Routing, queuing and self-service - Reporting, analytics and dashboards - Multichannel interaction handling |
| Value Proposition and Business Benefits | 20% | - Scalability and deployment options - Customer experience improvements - ROI and TCO advantages |
| Sales Methodology and Positioning | 25% | - Customer needs analysis - Licensing and service models - Competitive differentiation - Solution matching and objection handling |
Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
Which is a supported language for Avaya IP Office Contact Center? (Select one.)
- A. Brazilian Portuguese
- B. German
- C. Italian
- D. Latin Spanish
- E. French
- F. English
Correct Answer: F 🗳️
Which are four business attributes where you should propose Avaya IP Office Contact Center to a business? (Select four.)
- A. The business is voice-centric with multichannel
- B. The business is focused primarily on support
- C. The business requires G14 language support
- D. The business is social media aware, but not involved in interactions
- E. The business makes IT driven decisions
Correct Answer: A,B,D,E 🗳️
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 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.
- 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.
Correct Answer: A 🗳️
Scenario:
Pursuant to opening a new branch office in an emerging market in South Asia, the distributor {" Distributor") engaged by Avaya comes in contact with a leading businessman in the country who claims to have sufficient contacts within the nongovernment space and offers to promote Avaya and our offerings in the country. For the above purpose, the businessman demands a cash payment of S1000 which the Distributor pays on behalf of Avaya without seeking Avaya's approval.
Is the Distributor's conduct appropriate?
- A. Yes, since these are typically facilitation "grease* payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.
- B. No. because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman and without Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.
- C. No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.
Correct Answer: B 🗳️
Which are the three generic server types for Avaya IP Office Support Services (IPOSS)? (Select three.)
- A. IP500v2 Chassis
- B. IP500v1 Chassis
- C. Large Linux server. DL360G and R620
- D. Medium Linux servers, DL120G and R210
Correct Answer: A,B,D 🗳️
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