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

1. When meeting with a prospect they say: "Your contact center solution is too expensive." 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) 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.
C) 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.
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.

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

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

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

A) Provides reporting and analytic tools to track caller behavior for continuous improvement.
B) Allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
C) Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
D) Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience.

4. Which are four business attributes where you should propose Avaya IP Office Contact Center to a business? (Select four.)

A) The business makes IT driven decisions
B) The business requires G14 language support
C) The business is focused primarily on support
D) The business is voice-centric with multichannel
E) The business is social media aware, but not involved in interactions

5. Which are reporting capabilities for Avaya Contact Center Solutions for IP Office? (Select two.)

A) Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.
B) Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
C) Provides cradle-to-grave reporting enabling visualization of call flow data using flow graphs, dashboards, and tabular reports.
D) Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.

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