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

1. Which is an IP Office-based Midmarket contact center solution? (Selectone.)

A) Avaya IP Office Contact Centre'
B) Avaya Automated Chat
C) Avaya Interaction Center
D) Avaya AuraRegister Contact Center Suite for Midsize Enterprise

2. When meeting with a prospect they say: * I don't want to run my contact center on a small business system like IP Office." Which statement could help you overcome this customer's objection? (Select one.)

A) 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.
B) 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.
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 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. If a customer answers yes to the question: "Do you need to support less than 30 agents?" Which solution should you guide them toward?

A) Avaya IP Office Contact Center
B) Avaya Outbond Contact Express
C) Avaya Contact Center Select

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

A) 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.
B) 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.
C) It allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
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. When pitching the Avaya total solution to midmarket customers, which are key areas that are part of an Avaya total solution? (Select all that apply.)

A) Avaya Security
B) Avaya IP Office
C) Avaya Contact Center Solutions
D) Avaya Networking

Solutions: