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

2. Which are four factors that influence Avaya IP Office Support Services (IPOSS) pricing? (Select four.)

A) Level of service
B) Number of administrators
C) Type of server
D) Duration of service
E) Number of agent/supervisor licenses

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

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

4. Which are four Avaya Proof Points that can help you support why Avaya is the right company with which to do business? (Select four.)

A) Avaya always comes in with the lowest price tag for all their contact center solutions.
B) Avaya multichannel capabilities, agent productivity tools, and end-to-end portfolio of fit for purpose applications outperform competitors.
C) Avaya is the market leader In customer experience management and contact center solutions, with more than 50,000 deployments supporting 6 million agents.
D) Avaya offers complete solutions for midsize businesses - built on its proven IP Office software platform - rich unified communications, video collaboration, contact center, and more.
E) Avaya has more than 375.000 Avaya IP Office systems deployed in businesses worldwide, for more than a decade of experience and customer feedback to guide development.

5. Scenario:
Avaya is bidding for a telecommunications project with the Government of India ("GOP) through one of its Partners. The GOI official who is in charge of the tender requests that the Partner arrange a site visit to Avaya premises to check out our facilities. This is part of the bidding process which authorizes the concerned department to undertake a capability study of all the bidders. The Partner and Avaya take the three (3) member GOI team on a tour of Avaya facilities and conduct a demo of our core offerings. At the end of the demo, Partner and Avaya serve refreshments i.e. tea/coffee and biscuits for the GOI team.
Have the Partner and Avaya conducted themselves in compliance with Avaya policy?

A) Yes, because there was nothing wrong with facilitating the above since it was arranged pursuant to a legitimate government process (of reviewing bidder capabilities).
B) No, because by hosting government officials, both the Partner and Avaya attempted to influence the government to secure a favorable response bid response.

Solutions: