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

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

A) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
B) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.
C) 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.
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.

2. Which are two questions for the Line of Business Leader that can help you to establish whether the business need is primarily for voice support or whether multichannel is direction they'd like to pursue? (Select two.)

A) Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?
B) How would you like customers to interact with you?
C) How do your customers interact with you?
D) Do you foresee growing beyond 250 agents within 12 months of deployment?

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) 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.
B) No. the items were given to improperly influence the reseller to help Avaya to further augment the revenue from CCT products.
C) No, the reseller should have declined the memento and picture from Avaya since accepting gifts of any kind is against Avaya's policy.

4. Scenario:
Pursuant to opening a new branch office in an emerging market in South Asia, the distributor {" Distributor") engaged by Avaya comes in contact with a leading businessman in the country who claims to have sufficient contacts within the nongovernment space and offers to promote Avaya and our offerings in the country. For the above purpose, the businessman demands a cash payment of S1000 which the Distributor pays on behalf of Avaya without seeking Avaya's approval.
Is the Distributor's conduct appropriate?

A) No. because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman and without Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.
B) Yes, since these are typically facilitation "grease* payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.
C) No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.

5. 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 Outbound Contact Express
B) Avaya IP Office Contact Center
C) Avaya Contact Center select

Solutions: