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2M00001A - Selling Avaya Contact Center Solutions for IP Office - APSS Online Test - Dump Information

Vendor : Avaya
Exam Code : 2M00001A
Exam Name : Selling Avaya Contact Center Solutions for IP Office - APSS Online Test
Questions and Answers : 71 Q & A
Updated On : Click to Check Update
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QUESTION: 60

Identify the supervisor capacities for Avaya IP Office Contact Center with IP500v2.


  1. 50

  2. 30

  3. 100


Answer: B


Reference:

http://www.activ8avaya.com/ip-office/avaya-contact-center-select-key-highlights- accs/


QUESTION: 61

Which are the correct capacities for Avaya IP Office Contact Center? (Select two.)


  1. Up to 100 ActiveVoiceAgents with IP Office Server Edition

  2. Up to 30 Active Multichannel Agents with IP500v2

  3. Up to 250 Active Voice Agents with IP Office Server Edition

  4. Up to 1,000 Active Multichannel Agents with IP500v2


Answer: A, B


QUESTION: 62

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


  1. 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.

  2. 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.

  3. It enables the company to apply common branding (splash screen, labeling, etc.) and a similar look and feel.

  4. It is a full-featured solution that delivers simplicity and exceptional value for contact centers with up to 100 agents focused primarily on support.


Answer: B, D


QUESTION: 63

Which are three pitch elements that can be included to highlight what end

customers are looking for when contacting a business of any size? (Select three.)


  1. Other media types can be less expensive than using voice only

  2. End customers want to connect to the right person regardless of the media they use to connect

  3. Businesses need to adapt to the needs of their end customers

  4. Present day customers are more apt to use voice, to contact a business


Answer: A, B, D


QUESTION: 64

When you ask a Line of Business Leader the question: "Do you know how many customers contact your business, how often their issues are resolved on the first call, and how frequently they drop?" What need does this question help you highlight? (Select one.)


  1. The need for more complex contact center capabilities

  2. The need for a voice-only solution

  3. The interest of including social media interactions into the contact center

  4. The need to measure and track interactions in both real-time and historically


Answer: D


QUESTION: 65

Which are four characteristics of the typical business with 10 to 1.000 employees /5 to 100 agents? {Select four.)


  1. The business values simplicity

  2. The business believes that contact center capabilities are essential

  3. IT is the buyer or strong influencer

  4. The CEO/Owner is most likely the buyer

  5. The business considers the Contact Center important

  6. The business lacks technical knowledge


Answer: A, C, D, F


QUESTION: 66

Identify the supervisor capacities for Avaya Contact Center Select with IP500V2-

  1. 50

  2. 100

  3. 30


Answer: C


QUESTION: 67

Which are three buying behaviors of typical midmarket customers? (Select three.)


  1. The business hat smaller project based budget

  2. The business has large annual fixed budgets

  3. This is a first time or legacy replacement sale

  4. This is an evolutionary/migratory sale

  5. The business uses installed solutions to drive brand preference and seeks advice from the vendor

  6. The business favors loyalty and simplicity over brand and seeks advice from the channel partner


Answer: A, D, F


QUESTION: 68

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.)


  1. Do you foresee growing beyond 250 agents within 12 months of deployment?

  2. How would you like customers to interact with you?

  3. Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?

  4. How do your customers interact with you?


Answer: B, D


QUESTION: 69

Which are two CXO or Business Owner Pain Points that midsize businesses face? (Select two.)


  1. Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.

  2. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.

  3. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.

  4. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.


Answer: B, D


QUESTION: 70

Scenario:

A leading Channel Partner of Avaya is responsible for managing several of our accounts, entertains, without Avaya's knowledge and approval, the Chief Technology Officer ("CTO") of a leading client whom Avaya services via the above Partner. The entertainment involves hosting a cocktail dinner for the CTO and his family at a suburban luxury hotel costing approximately $200 and giving a gift coupon worth $500. The Partner does not expense the above to Avaya and justifies the above action on the ground it was a "good will" gesture and not done with any ulterior motive of securing more business. Is the Partner's behavior appropriate?


  1. No. because it involved payment of a cash equivalent (gift coupon), could be considered lavish under the circumstances and the Partner failed to notify Avaya about the event.

  2. Yes, because it was a "good will" gesture and Avaya expects our Partners to use their discretion in such instances while abiding by their own internal policies and procedures.


Answer: A


QUESTION: 71

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


  1. They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.

  2. 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.

  3. They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.

  4. Can host both outbound campaigns and communication, as well as. self- serviceapplications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.


Answer: B


Avaya 2M00001A Exam (Selling Avaya Contact Center Solutions for IP Office - APSS Online Test) Detailed Information

Credentials & Certifications
Sharpen Your Technical Skills—Get Certified on Avaya Solutions
Professional Credentials and Technical Certifications
For every level of knowledge and expertise, Avaya certification programs can enhance your ability to effectively deploy and use Avaya communications applications and technology.
Programs are available by area of focus and for different skill levels. Courses include rigorous study and hands-on learning, complimented by a blend of online tests and proctored exams to validate your competencies. Certifications require passing scores on all examinations.
Maintain Your Market Edge
The skills and knowledge you demonstrate through certification can help you make an immediate impact on current projects. Plus, you gain resume-worthy, career-building skills. You’ll be better able to sell, design, implement and maintain Avaya Solutions while teaching others new skills along the way. Certification shows you are motivated, experienced, and committed to achieve excellence in your field. Avaya Professional Credentials and Certifications are recognized across the globe.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement, and maintain Avaya products and solutions that exceed customer expectations.
The Avaya Professional Credential Program consists of Sales, Design and Support Credentials and distinguishes between Solution Credentials and Product specific Credentials.
To learn more about the Program select the individual graphics above or the workbook tabs.
Avaya Professional Credentials and Certifications
The Avaya Professional Credential Program consists of Sales and Services Credentials, and uses a blend of Online Tests and Proctored Exams to validate competencies. Refer to the Avaya Professional Credential Program Overview for details.
In support of the credential program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA).
Avaya Professional Credential Program
Note: Some credentials are available only to Avaya Partners and Avaya Associates. Please
read the following credential descriptions to confirm eligibility.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and
skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed
customer expectations. The Avaya Professional Credential Program currently consists of Sales,
Design, and Services Credentials and distinguishes between Solution Credentials and Product
Specific Credentials.
Sales & Design Credentials
Avaya Engagement Solutions Certifications
Services Credentials
Avaya Engagement Solutions Certifications
ACDS - Avaya Certified Design Specialist
ACSP - Avaya Certified Sales Professional
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APSS - Avaya Professional Sales Specialist
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Avaya Product Certifications
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ACIS - Avaya Certified Implementation Specialist
Avaya Product Professional Credentials
ASPS - Avaya Support Professional Specialist
AIPS - Avaya Implementation Professional Specialist
Avaya uses a blend of Online Tests and Proctored Exams to validate competencies. Professional Specialist
credentials are awarded based upon passing Online Tests. Certified credentials incorporate Proctored Exams
and Online Tests as a requirement to earn the credential.
For a complete listing of Avaya credentials by product / solution area, please visit the Avaya Professional Credential
Program page on the Avaya Learning Center at www.avaya-learning.com.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies
03 October 2016 v1 3
upon which the products and solutions are built. Avaya recommends the programs of leading industry players
to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School
(SSCA).
In support of the Credential Program, Avaya Learning offers a wide variety of training content to meet the
needs of our Partners, Customers, and Associates.
Avaya Professional Sales Specialist (APSS)
APSS validates a candidate has a basic-to-intermediary level of knowledge to sell Avaya products and customer focused
solutions.
An Avaya Professional Sales Specialist understands the competitive global landscape, evaluating customer needs,
identifying and recommending the right Avaya solution and communicating its business value.
APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel Partners and
Associates.
Exception: APSS – Avaya Aura® Application Server 5300 (APSS -1101) remains a one year credential until
further notice.
Avaya Professional Design Specialist (APDS)
APDS validates a candidate has an introductory level of technical proficiency necessary to create specific
designs and build foundational knowledge for solution designs based on the customer requirements.
The Avaya Professional Design Specialist has the skills and knowledge necessary to review a customer’s
current configuration, understand their future needs and design an Avaya solution for today and tomorrow. The
Design Specialist creates architectural designs and migration strategies ensuring both integration to current
networks and future readiness of customer communication solutions.
APDS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Avaya Certified Sales Professional (ACSP) In planning
ACSP validates that the candidate has achieved an advanced understanding of and competence in Avaya
Sales skills and processes for sales strategy and deployment.
Avaya Certified Sales Professional (ACSP) curriculum for Avaya Engagement Solutions captures both the
Avaya Sales approach and the Engagement Solutions for both Avaya Associates and Business Partners.
Building upon the foundation established with the Avaya Professional Sales Specialist (APSS) curriculum,
students completing the ACSP curriculum will be able to sell and position solutions that address the
customer’s issues and objectives.
ACSP Credentials use proctored exams, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Note: The ACSP credentials are currently being planned and not fully released.
03 October 2016 v1 4
Avaya Certified Design Specialist (ACDS)
ACDS validates that the candidate has an intermediary level of technical proficiency necessary to
create specific greenfield, upgrade and migration solution designs based on the customer business
needs.
Avaya recognizes that individuals responsible for designing customer solutions demonstrate
advanced Sales Engineering skills and therefore should be distinguished with a credential that
signifies their achievement.
ACDS Credentials use proctored exams and online tests, are valid for 2 years and are reserved
exclusively for Avaya Channel Partners and Associates.
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AIPS validates a candidate has achieved an enhanced level of proficiency focused on installing,
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The Avaya Implementation Professional Specialist can implement, validate and troubleshoot the
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to diagnose and correct installation issues.
AIPS Credentials use online tests, are valid for 2 years and are open to all audiences.
Avaya Support Professional Specialist (ASPS)
ASPS validates a candidate has achieved an advanced understanding of and competence in
troubleshooting, maintaining and administration of Avaya industry leading communications products.
The Avaya Support Professional Specialist gathers and interprets system data, identifies issues and
makes changes to ensure maximum availability and performance of a customer’s network. The
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capabilities to efficiently and accurately resolve customer’s communication issues.
ASPS Credentials use online tests, are valid for 2 years and are open to all audiences.
03 October 2016 v1 5
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ACIS certifies a candidate has achieved an enhanced level of proficiency focused on installing, configuring, and
troubleshooting a specified Avaya product or product family.
The Avaya Certified Implementation Specialist can implement, validate and troubleshoot the installation of a single product,
single system or product family. The Implementation Specialist installs hardware and software, configures the solution,
performs initial administration and acceptance testing to diagnose and correct installation issues.
ACIS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Support Specialist (ACSS)
ACSS certifies a candidate has achieved an advanced understanding of and competence in troubleshooting,
maintaining and administration of Avaya industry leading communications products.
The Avaya Certified Support Specialist gathers and interprets system data, identifies issues and makes changes to
ensure maximum availability and performance of a customer’s network. The Support Specialist uses their advanced
Avaya troubleshooting, maintenance and administration capabilities to efficiently and accurately resolve customer’s
communication issues.
ACSS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Integration Specialist (ACIS)
ACIS certifies a candidate has achieved a level of proficiency required to integrate and implement core and complex
solutions based on reference architectures from Avaya customer scenarios.
The Avaya Certified Integration Specialist demonstrates the integration of enterprise architecture solutions in order
to install, validate, and troubleshoot the implementation. The Integration Specialist holds a technical ability at a level
that ensures the successful integration, configuration, and support of the solution reference architectures.
ACIS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
Avaya Certified Solution Specialist (ACSS)
ACSS certifies a candidate has achieved an intermediate - advanced level of proficiency required to diagnose,
isolate and support multi products within Avaya solution architecture.
The Avaya Certified Solution Specialist comprehends the methodology to isolate and diagnose single and multiple
problems within the enterprise solution architectures, technologies and protocols. The Solution Specialist holds a
technical ability at a level that ensures the successful maintenance, and support of solution architecture.
ACSS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
To obtain an ACSS credential individuals need to hold the relevant ACIS credential.
03 October 2016 v1 6
Questions?
About Avaya Learning
Avaya Learning develops and delivers industry leading training for Avaya products and solutions. Avaya Learning
specifically focuses on Avaya’s product launches, sales force and channel enablement - including solution and
executive selling, skills development and certification. Avaya Learning uses a blended learning approach offering a
combination of self-paced, virtual interactive and classroom learning environments to maximize effectiveness and
decrease time required to reach proficiency.
Avaya Learning supports and maintains the Avaya Learning Center where both course details and information on the
Avaya Professional Credential Program can be found
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