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| Section | Objectives |
|---|---|
| Topic 1: Elite Multichannel Capabilities | - Omnichannel interaction handling (voice, email, chat) - Digital engagement and routing strategies - Customer experience design considerations |
| Topic 2: Integration and Deployment | - Deployment models and migration strategies - CRM and CTI integration - Third-party system interoperability |
| Topic 3: Solution Design Considerations | - Capacity planning and performance tuning - Security and compliance considerations - High availability and disaster recovery design |
| Topic 4: Operations and Support | - Best practices for ongoing maintenance - Troubleshooting methodologies - Monitoring and reporting tools |
| Topic 5: Call Center Elite Functionality | - Skill-based routing and queue design - Inbound and outbound call handling - Agent and supervisor features |
| Topic 6: Solution Overview | - Avaya Aura Call Center architecture overview - Elite and Elite Multichannel positioning |
| Topic 7: Core Architecture and Components | - System scalability and redundancy design - Avaya Aura platform components integration - Call routing and ACD fundamentals |
1. From a migration standpoint, when implementing Avaya Oceana® and Avaya Analytics™, what are three ways that Avaya preserves the customer's Investment? (Choose three.)
A) By using the benefit of Avaya Call Management System
B) By using the benefit of Call Center Elite
C) By using the benefit of Avaya Proactive Contact
D) By using the benefit of Avaya IX'M Workforce Engagement
E) By using the benefit of Avaya Aura® Contact Center
2. Avaya Aura® and Call Center Elite together help reduce the total cost of ownership (TCO) with centralization and consolidation.
Avaya's open architecture provides feature and investment options for any enterprise, and customers can choose from which two options? (Choose two.)
A) Subscription-based payments
B) Cloud Contact Center with AACC
C) Managed Private or Hybrid Networks
D) Cloud Storage Box
3. A customer has provided you with the following solution requirements:
* A 360-degree view of the customer journey across touch points and agent interactions
* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients
* No modifications to the Call Center Elite infrastructure
* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources To enhance their call center solution, which application solution would you recommend to the customer?
A) Avaya Workspaces® for Elite
B) Avaya Breeze®
C) Avaya Call Management System
D) Avaya IX™ Workforce Engagement
4. Call Center Elite Release 8.x continues to support SIP end-to-end deployments, and is aimed at supporting Avaya Aura® enhancements.
To support large capacity SIP call centers, what Is the number of concurrently logged in ACD SIP agents supported In Call Center Elite Release 8.x?
A) 12,000
B) 15,000
C) 10,000
D) 5000
5. The Cloud Operations team is dedicated to Avaya OneCloud™ ReadyNow, and handles the service performance MACDs, reporting, billing, ordering, etc., as Avaya grows the Avaya OneCloud"" ReadyNow global presence.
This team delivers best-in-class ITIL Customer Service aligned with the standard configurations enabled via which offer?
A) Virtual Private Clouds
B) Proof of Concept
C) Contact Center Bundles
D) Ready Now Solutions
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: A,C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
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