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Avaya 2M00001A Exam Syllabus Topics:

Section	Weight	Objectives
Features and Capabilities	30%	- Reporting, analytics and dashboards - Supervisor and agent tools - Routing, queuing and self-service - Multichannel interaction handling
Value Proposition and Business Benefits	20%	- Scalability and deployment options - Customer experience improvements - ROI and TCO advantages
IP Office Contact Center Solutions Overview	25%	- Integration with IP Office platform - Contact Center Select and Express editions - Avaya IP Office Contact Center portfolio
Sales Methodology and Positioning	25%	- Competitive differentiation - Licensing and service models - Solution matching and objection handling - Customer needs analysis

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

Question 1

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

A. Collect and evaluate statistical data on a contact from beginning to end. including voice calls, email, chat, SMS, and fax.
B. Capture details on inbound and outbound contacts, to enable analysis and optimization of network trunks and agents.
C. Deliver enterprise-wide reporting that handles dashboard reporting and realtime analytics for full, end-to-end performance management.
D. Provides cradle-to-grave reporting enabling visualization of call flow data using flow graphs, dashboards, and tabular reports.

Question 2

DRAG DROP
Match the objection statement on the left to the objection type on the right. (Click and drag the objection type on the right to the corresponding objection statement on the left.)

Question 3

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

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

Question 4

When meeting with a prospect they say: * I don't want to run my contact center on a small business system like IP Office." 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 5

Which are the supported countries for Avaya IP Office Contact Center? (Select all that apply.)

A. Germany
B. UK
C. India
D. New Zealand
E. Australia
F. US
G. Canada