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Avaya 2M00001A Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Value Proposition and Business Benefits	20%	- Scalability and deployment options - Customer experience improvements - ROI and TCO advantages
Topic 2: IP Office Contact Center Solutions Overview	25%	- Avaya IP Office Contact Center portfolio - Contact Center Select and Express editions - Integration with IP Office platform
Topic 3: Features and Capabilities	30%	- Multichannel interaction handling - Reporting, analytics and dashboards - Supervisor and agent tools - Routing, queuing and self-service
Topic 4: Sales Methodology and Positioning	25%	- Competitive differentiation - Licensing and service models - Customer needs analysis - Solution matching and objection handling

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

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

A) 50
B) 30
C) 100

2. If a customer answers yes to the question: "Are you looking for a fully featured solution with industry leading agent and supervisor desktops, reporting, call recording, multichannel, SMS and Fax, and telephony capabilities?" Which solution should you guide them toward?

A) Avaya Contact Center select
B) Avaya IP Office Contact Center
C) Avaya Outbound Contact Express

3. Which are the three generic server types for Avaya IP Office Support Services (IPOSS}? (Select three.)

A) IP500v1 Chassis
B) Large Linux server, DL360G and R620
C) Medium Linux servers, DL120G and R210
D) IP500v2 Chassis

4. 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) Businesses need to adapt to the needs of their end customers
B) End customers want to connect to the right person regardless of the media they use to connect
C) Present day customers are more apt to use voice, to contact a business
D) Other media types can be less expensive than using voice only

5. 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.)