Avaya APDS 2M00001A

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Avaya 2M00001A Exam Syllabus Topics:

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

Question 1

Which is a supported language for Avaya IP Office Contact Center? (Select one.)

A. Italian
B. English
C. French
D. Brazilian Portuguese
E. German
F. Latin Spanish

Question 2

Which are two Operational Pain Points that midsize businesses face? (Select two.)

A. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
B. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
C. Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls
D. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.

Question 3

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. 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.
B. No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.
C. 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.

Question 4

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

A. Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
B. Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.
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.

Question 5

HOTSPOT
Match each product to its capability. (For each capability on the left select the corresponding product from the drop-down list.)

Solutions: