Avaya 2M00001A : Selling Avaya Contact Center Solutions for IP Office - APSS Online Test

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Avaya 2M00001A Exam Syllabus Topics:

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

1. Which are two CXO or Business Owner Pain Points that midsize businesses face? (Select two.)

A) Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
B) End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
C) Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.
D) Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.

2. Scenario:
In connection with a CCT implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in the country. Avaya is required to import certain telecom equipment into Mourito, Avaya arranges for the shipment and same reaches Mourito port. In order to release the shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis-a-vis overseas shipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs official and obtains the NOC. What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.
What breach, if any, has the Distributor committed?

A) None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.
B) The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.

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

A) 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.
B) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
C) 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.
D) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.

4. Which statements are value propositions of Avaya Contact Center Select? (Select two.)

A) It can host both outbound campaigns and communication, as well as. self-service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.
B) It enables the company to apply common branding (splash screen, labeling, etc.) and a similar look and feel.
C) It is an enterprise-class solution that offers simplicity without compromise, for contact centers with 30 to 250 agents that address the entire customer lifecycle.
D) It is a full-featured solution that delivers simplicity and exceptional value for contact centers with up to 100 agents focused primarily on support.

5. Scenario:
Avaya has set up a branch office in an emerging market in South Asia. The company engages a channel partner ('Partner* or "Channel Partner") who has contacts within the government to promote and sell its products and services in the above market. In connection with the above, the Partner pays two (2) government officials $250 each. The Partner takes the position that these payments were not made to secure any government business but rather to build relationships to position Avaya's business in the market.
Is the Partner potentially in breach of anti-bribery/anti-corruption laws andregulations and Avaya's Anti-Bribery/Anti-Corruption policy?

A) Yes, because anti-bribery/anti-corruption statutes and Avaya policy prohibit the O
improper influencing of a foreign public official to secure business from any source.
B) No, because the Partner didn't actually solicit any business for Avaya and the dollar value of the payment is relatively small.

Solutions: