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NEW QUESTION 25
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 Breeze®
- B. Avaya IX™ Workforce Engagement
- C. Avaya Call Management System
- D. Avaya Workspaces® for Elite
Answer: D
NEW QUESTION 26
Avaya Intelligent Xperiences provides different Avaya OneCloud deliveries.
Which software delivery is multi-tenant and designed for customers that require more standard feature functionality in their UC and CC solutions?
- A. Private
- B. Hybrid
- C. Public
- D. CPaaS
Answer: B
NEW QUESTION 27
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® Application Enablement Services
- B. Avaya Aura® Communication Manager
- C. Avaya Aura® Call Center Elite Multichannel
- D. Avaya Experience Portal
Answer: D
NEW QUESTION 28
Avaya OneCloud - Private Delivery provides a single-tenant dedicated software instance designed for large enterprise customers requiring higher feature sets, more control, customization, and higher security options.
Which Private Delivery option uses pre-defined data centers with an automated reference architecture to deliver a standard set of UC and CC solutions?
- A. Secure
- B. ReadyNow
- C. Enterprise
- D. Custom
Answer: B
NEW QUESTION 29
Refer to the exhibit.
This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 30
Refer to the exhibit.
Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?
- A. Best Service Routing
- B. Workspaces for Elite with POM Integration
- C. Avaya Intelligent Customer Routing
- D. Afiniti Enterprise Behavioral Pairing
Answer: D
NEW QUESTION 31
Avaya OneCloud - Private Delivery provides a single-tenant dedicated software instance designed for large enterprise customers requiring higher feature sets, more control, customization, and higher security options.
Which Private Delivery option uses pre-defined data centers with an automated reference architecture to deliver a standard set of UC and CC solutions?
- A. ReadyNow
- B. Secure
- C. Enterprise
- D. Custom
Answer: B
NEW QUESTION 32
A customer wants to use the Avaya Aura® Media Server (AAMS) because of its advanced multimedia processing features. Which three statements are true for the AAMS? (Choose three.)
- A. AAMS provides virtualization, high channel density and no playback announcement limits.
- B. AAMS provides Communication Manager IP audio functionality.
- C. AAMS is shareable between different adopters.
- D. Experience Portal will use the AAMS as a media resource.
- E. Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.
Answer: A,B,C
NEW QUESTION 33
Avaya OneCloud - Public Delivery leverages Avaya UC and CC technology and solutions for a seamless transition to the cloud. Which two options are available with Avaya OneCloud - Public Delivery? (Choose two.)
- A. IX™ Contact Center
- B. IX™ Orchestration
- C. IX™ Workforce Engagement
- D. IX,H Workplace
Answer: B,D
NEW QUESTION 34
An agent license in Avaya Call Management System is consumed for each agent logged in to at least one measured skill. Regardless of the number of skills assigned to an agent, only one CMS agent license Is consumed when an agent logs In to one or more measured skills. Agent licenses are enabled on CC Elite and CMS, and the Elite Agent licenses are for the ACD functionality.
If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION 35
Refer to the exhibit.
A customer wants Avaya Experience Portal as a software platform for supporting omnichannel automation applications, so they can create sophisticated voice and speech applications.
Which component shown in the exhibit is responsible for launching applications?
- A. Media Processing Platform
- B. Application Servers
- C. Experience Portal Manager
- D. IX™ Orchestration
Answer: A
NEW QUESTION 36
Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
- A. Single Box
- B. Cluster Mode
- C. Geo-redundancy
- D. Upgradable Single Box
Answer: C,D
NEW QUESTION 37
Avaya Intelligent Xperiences provides different Avaya OneCloud deliveries.
Which software delivery is multi-tenant and designed for customers that require more standard feature functionality in their UC and CC solutions?
- A. Private
- B. Hybrid
- C. CPaaS
- D. Public
Answer: D
NEW QUESTION 38
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 Aura® Call Center Elite
- B. Avaya Aura® Call Center Elite Multichannel
- C. Avaya Aura® Session Manager
- D. Avaya Intelligent Customer Routing
Answer: A
NEW QUESTION 39
A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?
- A. Best Service Routing
- B. Expert Agent Selection
- C. Business Advocate
- D. Advanced Call Vectoring
Answer: C
NEW QUESTION 40
An existing customer is interested in an Avaya Aura® suite that is comprised of the following applications:
* Desktop applications
* Call Routing Server
* Multimedia services
* Management applications
Based on these requirements, which solution would you recommend to the customer?
- A. Avaya Proactive Contact
- B. Avaya Aura® Call Center Elite
- C. Avaya Control Manager
- D. Avaya Aura® Elite Multichannel
Answer: A
NEW QUESTION 41
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