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Avaya 2M00001A Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Value Proposition and Business Benefits | 20% | - ROI and TCO advantages - Scalability and deployment options - Customer experience improvements |
| Topic 2: IP Office Contact Center Solutions Overview | 25% | - Contact Center Select and Express editions - Avaya IP Office Contact Center portfolio - Integration with IP Office platform |
| Topic 3: Sales Methodology and Positioning | 25% | - Competitive differentiation - Solution matching and objection handling - Licensing and service models - Customer needs analysis |
| Topic 4: Features and Capabilities | 30% | - Routing, queuing and self-service - Reporting, analytics and dashboards - Multichannel interaction handling - Supervisor and agent tools |
Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
Which are three buying behaviors of typical midmarket customers? (Select three.)
- A. This is a first time or legacy replacement sale
- B. The business has large annual fixed budgets
- C. The business favors loyalty and simplicity over brand and seeks advice from the channel partner
- D. The business uses installed solutions to drive brand preference and seeks advice from the vendor
- E. This is an evolutionary/migratory sale
- F. The business hat smaller project based budget
Correct Answer: C,E,F 🗳️
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.)
- A. Present day customers are more apt to use voice, to contact a business
- B. End customers want to connect to the right person regardless of the media they use to connect
- C. Businesses need to adapt to the needs of their end customers
- D. Other media types can be less expensive than using voice only
Correct Answer: A,B,D 🗳️
DRAG DROP
Deploying Avaya Contact Center Solutions for IP Office into midsized contact center helps solve business needs. Match the business need on the left to the positive business impact on the right. (Click and drag the business impact on the right to the corresponding business need on the left.)
Correct Answer:
Identify the supervisor capacities for Avaya IP Office Contact Center with IP500v2.
- A. 30
- B. 50
- C. 100
Correct Answer: A 🗳️
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HOTSPOT
Match the customer value proposition on the left to the message type on the right. (For each customer value proposition, select the corresponding message type from the drop-down list.)
Correct Answer:
Bill 
Berger 
Ruby 
Harvey 
Enoch 
Barry 
Frances 
Nydia 
Mandel 
Hannah 
Ternence 
Primo 
