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

1. From a migration standpoint, when implementing Avaya Oceana® and Avaya Analytics™, what are three ways that Avaya preserves the customer's Investment? (Choose three.)

A) By using the benefit of Avaya Aura® Contact Center
B) By using the benefit of Avaya Call Management System
C) By using the benefit of Avaya Proactive Contact
D) By using the benefit of Avaya IX'M Workforce Engagement
E) By using the benefit of Call Center Elite

2. Which Cloud Delivery enables partners and customers to integrate a wide range of features, including SIP Trunking, global DID and 800 service, voice notification, messaging, and API workflows?

A) Private Delivery
B) Hybrid
C) Public Delivery
D) CPaaS Delivery

3. A customer wants their callers to have greater control over their interactions when they reach their contact centers. They want their callers to be able to get a callback when the next agent is available, or schedule a callback for a day/time that is most convenient. Callers should also be able to continue to hold. Avaya Callback Assist (CBA) gives a customer control of their interaction with the contact center by providing the customer with the estimated wait time and options.
Avaya Callback Assist (CBA) can be installed in which three different environments based on these business requirements? (Choose three.)

A) CTI
B) Tl/El
C) AACC
D) SIP
E) Analog

4. Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

A) To increase first contact resolution
B) To increase agent retention
C) To increase digital channel usage
D) To increase self-service usage

5. Workspaces for Elite with POM Integration can Increase agent productivity by providing a unified desktop for agents to handle all inbound and outbound voice tasks, and which three types of calls? (Choose three.)

A) Preview
B) Performance
C) Predictive
D) Progressive
E) Proficient

Solutions: