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Avaya 2M00001A Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Value Proposition and Business Benefits | 20% | - Scalability and deployment options - ROI and TCO advantages - Customer experience improvements |
| Sales Methodology and Positioning | 25% | - Solution matching and objection handling - Licensing and service models - Customer needs analysis - Competitive differentiation |
| Features and Capabilities | 30% | - Multichannel interaction handling - Routing, queuing and self-service - Reporting, analytics and dashboards - Supervisor and agent tools |
| IP Office Contact Center Solutions Overview | 25% | - Contact Center Select and Express editions - Integration with IP Office platform - Avaya IP Office Contact Center portfolio |
Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
Question 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. 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 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.
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 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.
Question 2
True or False? Avaya IP Office Support Services (IPOSS) are optional for all Avaya Contact Center Solutions for IP Office.
A. True
B. False
Question 3
Scenario:
A leading reseller ("Reseller") of Avaya is invited by Avaya to attend a function organized to recognize the Reseller for its key contribution in increasing the revenue of Avaya's contact center technology (" CCT") suite of products from $ 1 m to S3m over a 2 year period. The authorized representative of the Reseller is awarded a memento with an Avaya logo and a framed picture of Avaya CCT suite of products.
Is it appropriate for the reseller to accept the memento and the picture from Avaya?
A. No. the items were given to improperly influence the reseller to help Avaya to further augment the revenue from CCT products.
B. No, the reseller should have declined the memento and picture from Avaya since accepting gifts of any kind is against Avaya's policy.
C. Yes. so long as it is acceptable under the Reseller's compliance policies. The items represent gifts of nominal value which are appropriate under Avaya's policy.
Question 4
Which statement is a value proposition of Avaya IP Office Contact Center? (Select one.)
A. 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.
B. It allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
C. 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.
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.
Question 5
Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Selectone)
A. Integrations, services, and assets, as well as the leveraging of open standards.
B. Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
C. Provides reporting and analysis tools to track caller behavior for continuous Improvement.
D. Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: D |






