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Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. A client wants a solution to view live, real-time information, and see the immediate results of their adjustments.
From a migration standpoint, in addition to Avaya Aura® Call Center Elite, which additional application will preserve the customer investment?

A) Avaya IX™ Workforce Engagement
B) Avaya Intelligent Customer Routing
C) Avaya Aura® Elite Multichannel
D) Avaya Call Management System

2. With Avaya Proactive Outreach Manager (POM) and Afiniti Enterprise Behavioral Pairing, you can increase agent productivity by using Artificial Intelligence (AI) to choose the best agent available to handle an outbound contact, and support behavior-based past and predicted future behavior for a customer or agent.
Which application supports POM and Afiniti Enterprise Behavioral Pairing?

A) Avaya Intelligent Customer Routing
B) Avaya Aura® Call Center Elite
C) Avaya Aura® Call Center Elite Multichannel
D) Avaya Aura® Session Manager

3. A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A) Speech/Voice Analytics
B) Quality Monitoring
C) Workforce Management
D) Desktop and Process Analytics
E) Customer Feedback

4. Refer to the exhibit.

The exhibit shows a basic Avaya Oceana® setup with Call Center Elite, showing a complete multi-touch solution with Call Center Elite serving customers via voice, and Oceana supporting email, chat, SMS, co-browsing and more.
In the box with the question mark (?), which Avaya Aura® component is required to complete this illustration?

A) Avaya Aura® Communication Manager
B) Avaya Experience Portal
C) Avaya Aura® Call Center Elite Multichannel
D) Avaya Aura® Application Enablement Services

5. A customer has provided you with the following solution requirements:
* A 360-degree view of the customer journey across touch points and agent interactions
* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients
* No modifications to the Call Center Elite infrastructure
* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources To enhance their call center solution, which application solution would you recommend to the customer?

A) Avaya IX™ Workforce Engagement
B) Avaya Breeze®
C) Avaya Workspaces® for Elite
D) Avaya Call Management System

Solutions: