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

1. Which are the correct capacities for Avaya Contact Center Select? (Select two.)

A) Up to 250 Active Voice Agents with IP Office Server Edition
B) Up to 30 Active Voice Agents with IP Office Server Edition
C) Up to 250 Active Multichannel Agents with IP500v2
D) Up to 30 Active Multichannel Agents with IP500v2

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

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

3. Scenario:
Avaya is trying to get payments worth $100,000 released from a public sector client in connection with an implementation project Avaya delivered successfully three (3) months back. The Channel Partner through whom Avaya bid for the project is the primary interface conducting regular follow-ups with the client. The client contact promises to get the payment released within 45 days provided the Partner or Avaya pay up S150 to expedite release. The Avaya channel account manager encourages Partner to do "whatever it takes* to get the money.
What should the Partner do?

A) The Partner should report the matter to their own management.
B) The Partner should ask Avaya to pay the money to get the payments released.
C) The Partner should immediately report the matter by using Avaya Ethics Hotline or emailing [email protected].
D) The Partner should negotiate the proposed "sum" with the client contact and try and agree on a sum of not more than $60 which could be deemed reasonable.

4. Which are the three generic server types for Avaya IP Office Support Services (IPOSS)? (Select three.)

A) Large Linux server. DL360G and R620
B) Medium Linux servers, DL120G and R210
C) IP500v1 Chassis
D) IP500v2 Chassis

5. 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) 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.

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