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

1. Which statements are value propositions of Avaya Contact Center Select? (Select two.)

A) It enables the company to apply common branding (splash screen, labeling, etc.) and a similar look and feel.
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 is a full-featured solution that delivers simplicity and exceptional value for contact centers with up to 100 agents focused primarily on support.
D) 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.

2. If a customer answers yes to the question: "Do you foresee growing beyond 100 agents within 12 months of deployment?" Which solution should you guide them toward?

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

3. If a customer answers yes To the question: 'Would you like to deploy an outbound contact center solution behind an existing PBXvia PRI or SIP trunks?" Which solution should you guide them toward?

A) Avaya Outbound contact Express
B) Avaya IP Office Contact Center
C) Avaya Contact center Select

4. 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) 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) 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.
D) 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.

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

A) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.
B) Are optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experiences to increase revenue and customer lifetime value, while improving agent efficiency to reduce cost.
C) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
D) Can host both outbound campaigns and communication, as well as. selfserviceapplications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.

Solutions: