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

1. 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® Session Manager
C) Avaya Aura® Call Center Elite
D) Avaya Aura® Call Center Elite Multichannel

2. Avaya Aura® and Call Center Elite together help reduce the total cost of ownership (TCO) with centralization and consolidation.
Avaya's open architecture provides feature and investment options for any enterprise, and customers can choose from which two options? (Choose two.)

A) Cloud Storage Box
B) Subscription-based payments
C) Cloud Contact Center with AACC
D) Managed Private or Hybrid Networks

3. 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 Aura® Call Center Elite Multichannel
C) Avaya Experience Portal
D) Avaya Aura® Application Enablement Services

4. 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) Business Advocate
C) Advanced Call Vectoring
D) Expert Agent Selection

5. Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.
To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?

A) Avaya SBCE Corporate License
B) Avaya SBCE Standard and Advanced Licenses
C) Avaya SBCE Corporate and Standard Licenses
D) Avaya SBCE Standard License

Solutions: