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NEW QUESTION 21
Your customer tells you that they have been having issues related to agent productivity and compliance, but that their current system doesn't provide away to track or measure performance.
Which feature of Avaya IX TM Workforce Engagement Select would enables them to create customizable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center?
- A. Analyze module
- B. Live Monitor
- C. Coach and Learn
- D. Quality Management
- E. Contact Recording
Answer: D
NEW QUESTION 22
Your customer describes a recent experience where live monitoring and agent desktop screen captures would have helped to more quickly resolve an issue.
Which Avaya IX TM Workforce Engagement Select package would provide that functionality?
- A. Desktop Trigger
- B. Workforce Management
- C. Recorder Edition
- D. Quality Management Edition
- E. Standard Edition
Answer: B
NEW QUESTION 23
A line of business leader tries giving you the brush-off by sending you back to the IT team, saying, "I'm too busy whipping this contact center into shape to talk technology."
Which of the following responses will most likely keep you in the room?
- A. In a way, aren't we all on the IT team?
- B. Avaya has a long history of placing solutions in the contact-center environment.
- C. Doing your due diligence with us will buy you sweat equity with IT.
- D. Maybe we can help. What's keeping your agents from meeting their goals?
- E. I've already got everything I need from the IT team, I need to hear it from you!
Answer: A
NEW QUESTION 24
Which Avaya IP Office TM edition supports the new Web RTC High Availability feature?
- A. Basic Edition
- B. Select Edition
- C. Essential Edition
- D. Preferred Edition
- E. Server Edition
Answer: B
NEW QUESTION 25
A prospective customer contact says, "Sorry we had to reschedule. One of the databases our agents use went down yesterday, and downtime equals lost revenue, right!"
Which of the following attributes will be the focus of your proposal?
- A. Secure
- B. Resilient
- C. Scalable
- D. Modular
- E. Simple
Answer: D
NEW QUESTION 26
Which of the following customer concerns would be most closely associated with the perspective of a CEO or business owner? (Select two.)
- A. Grow my business
- B. Add secure mobility features
- C. Meet the UC needs of road warrior employees
- D. Improve the customer experience
- E. Increase profitability
Answer: A,E
NEW QUESTION 27
Which of the following is the best description of the SIP Line Appearance feature?
- A. Causes trunk line calls to be re-routed over SIP lines for a net reduction of maintenance costs
- B. Permits instant two-way conferencing on SIP video endpoints
- C. Causes desk phones to present SIP call appearances the same as trunk line calls
- D. Allows placement of SIP calls on selectable trunk line extensions
- E. Permits Avaya IP Office TM to carry traffic from SIPhome devices like thermostats and smart locks
Answer: A
NEW QUESTION 28
Which of the following customer concerns would be most closely associated with the perspective of an IT Buyer? (Select two.)
- A. Add secure mobility features
- B. Integrate and re-use equipment l already own
- C. Meet the UC needs of road warrior employees
- D. Improve the customer experience
- E. Grow my business
Answer: A,B
NEW QUESTION 29
Which of the following customer concerns are related to meeting the needs of a mobile workforce? (Select two.)
- A. Driving efficiencies
- B. Customer Satisfaction
- C. Bring Your Own Device (BYOD)
- D. Simplifying management
- E. Work from anywhere
Answer: B,E
NEW QUESTION 30
Your customer describes a recent situation in which they were not able to accurately forecast demand and were short-staffed as a result.
Which feature of Avaya IX TM Workforce Engagement Select would help this customer mor effectively manage staff?
- A. Live Monitor
- B. Analyze module
- C. Workforce Management
- D. Desktop Trigger
- E. Coach and Learn
Answer: A
NEW QUESTION 31
What is the currently correct brand name for the Avaya audio/video/web conferencing software that works with Avaya IP Office TM ?
- A. Avaya IX TM Spaces
- B. Avaya IX TM Meetings
- C. Avaya Equinox TM
- D. Avaya IX TM Workplace
- E. Avaya Personal Edition
Answer: A
NEW QUESTION 32
Your customer is looking to add a contact center solution to their IP Office TM base, but describes customer interactions which would benefit by more advanced features, such as live monitoring and quality management.
What offers could you suggest connecting to implement both simple inbound voice call routing and enterprise-grade features? (Select two.)
- A. Avaya IX TM Spaces
- B. Avaya IX TM Meetings
- C. Avaya IX TM Workforce Engagement Select
- D. Avaya IX TM Contact Center
- E. Avaya Contact Center Select
Answer: C,E
NEW QUESTION 33
Your customer would like to implement webchat and web callback functionality for their agents.
Which capability of Avaya Contact Center Select provides these features?
- A. Inbound email processing
- B. Report creation
- C. Quality management
- D. Supervisor actions
- E. Web communications
Answer: D
NEW QUESTION 34
Which of the following platforms can be used in an on-premises UC unified communications solution based on Avaya IP Office TM Basic, Essential or Preferred Edition?
- A. IP500 V2
- B. Cloud computing platform
- C. VMware
- D. Hyper-V
- E. Linux Server
Answer: D
NEW QUESTION 35
Which of the following is the best description of the SIP Line Appearance feature?
- A. Causes trunk line calls to be re-routed over SIP lines for a net reduction of maintenance costs
- B. Permits Avaya IP Office TM to carry traffic from SIP®home devices like thermostats and smart locks
- C. Permits instant two-way conferencing on SIP video endpoints
- D. Causes desk phones to present SIP call appearances the same as trunk line calls
- E. Allows placement of SIP calls on selectable trunk line extensions
Answer: A
NEW QUESTION 36
Which of the following customer concerns are related to customer experience? (Select two.)
- A. Driving efficiencies
- B. Customer Satisfaction
- C. Bring Your Own Device (BYOD)
- D. Simplifying management
- E. Contextual experiences
Answer: B,E
NEW QUESTION 37
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