Documente Academic
Documente Profesional
Documente Cultură
1- Which
of
the
following
statements
best
define
Intelligent
Workspace"?
(Select
one.)
A
workspace
that
provides
desktop,
phone,
and
screen
pop
solutions
that
streamline
delivery
of
interactions
with,
and
information
about
the
customers
to
the
agents
and
knowledge
workers.
2- Match
the
products,
applications,
or
solutions
on
the
right
to
their
appropriate
Customer
Experience
Management
(CEM)
layers
on
the
left.
(Click
and
drag
the
product
application,
or
solutions
on
the
right
to
the
corresponding
layer
on
the
left.)
Experience
Layer
>
Avaya
Aura
Contact
Center
Interaction
Layer
>
Avaya
Automated
Chat
Performance
Layer
>
Avaya
IQ
3- This
desktop
includes
an
embedded
soft-phone
exclusively
for
deployment
with
Avaya
Aura.
Communication
Manager
and
Avaya
Aura
Session
Manager.
(Select
one.)
Avaya
Aura
Agent
Desktop
4- Match
the
products
or
applications
on
the
right
to
their
appropriate
Customer
Experience
Management
(CEM)
layers
on
the
left.
(Click
and
drag
the
product
or
application
on
the
right
to
the
corresponding
layer
on
the
left.)
Experience
Layer
>
Avaya
Call
Center
Elite
Multichannel
Interaction
Layer
>
Avaya
Automated
Chat
Performance
Layer
>
Avaya
Aura
Workforce
Optimization
Suite
5- Which
of
the
following
are
features
of
Avaya
Work
Assignment
Snap-
in?
(Select
three.)
It
enables
businesses
to
associate
a
higher
priority
to
work
that
is
more
important
to
them,
in
a
given
service.
It
offers
multiplicity,
which
can
be
used
to
configure
a
resource
to
be
available
for
multiple
assignments
from
multiple
channels.
It
offers
attribute-based
matching,
which
allows
customers
find
the
most
suitable
resources
to
assign
work.
6- Match
the
Experience
layer
products,
applications,
or
solutions
on
the
right
to
their
description
on
the
left
(For
each
description,
select
the
corresponding
product,
application,
or
solution
from
the
drop-
down
list)
14-
Which
of
the
following
Contact
Flow
Analytics
values
are
primarily
relevant
for
Business
Analysts?
(Select
two.)
Contact
Flow
Analytic
helps
to
reduce
costs
by
improving
areas
such
as
call
flows
and
routing.
Contact
Flow
Analytics
helps
to
improve
customer
loyalty
and
customer
retention
such
as
reducing
the
need
for
repeat
calls.
15-
Which
are
consumer
communication
behaviors
and
service
expectations
impact
the
contact
center
of
today?
(Select
three.)
Consumers
have
no
hesitation
to
go
public
with
their
dissatisfaction:
including
posting
messages,
photos,
videos,
and
more
online.
Consumers
often
expect
instantaneous
responses
and
fast
resolution
to
problems.
Consumers
are
media
agnostic,
using
the
phone,
e-mail,
Web
chat,
IM,
and
social
media
interchangeably.
16-
The
Experience
layer
enables
organization
to
do
which
of
following
three
key
activities?
(Select
three)
Best/1:1
matching
Contextual
awareness
Connect
to
the
back-office
17-
Which
statement
best
describes
the
Performance
layer
of
the
Avaya
Customer
Experience
Management
(CEM)
Framework?
(Select
one)
It
delivers
enterprise-wide
reporting
that
handles
dashboard
reporting
and
real-time
analytics
for
full,
end-to-end
performance
management.
18-
Match
the
Customer
Experience
Management
(CEM)
Layer
on
the
right
to
the
proper
description
on
the
left
(Click
and
drag
the
layer
on
the
right
to
the
corresponding
description
on
the
left.)
Delivers
enterprise-wide
reporting
that
handles
dashboard
reporting
and
real-time
analytics
for
full,
end-to-end
performance
management
>
Performance
Layer
Provides
opportunities
to
create
engaged
customers
across
advanced
multimedia
channels.
It
describes
how
organization
resources
interact
with
customers
>
Interaction
Layer
Serves
as
the
Customer
Experience
Management
Experience
Layer
"brain",
which
enables
the
organization
to
deliver
the
type
of
customer
experience
required.
>
Experience
Layer
Enables
the
enterprise-wide
design
of
the
customer
experience
-
ensuring
that
when
multiple
contacts
come
in
from
any
locations
they
get
the
right
29-
Which
of
the
following
are
products,
applications,
and
solutions
that
reside
within
the
Performance
layer
of
the
Customer
Experience
Management
(CEM)
Framework?
(Select
six.)
Avaya
Operational
Analyst
Avaya
IQ
Avaya
Aura
Workforce
Optimization
Suite
Avaya
Aura
Performance
Center
Avaya
Speech
Analytics
Avaya
Call
Management
System
30-
Which
are
three
attributes
of
Avaya
Auras
Performance
Center?
(Select
three.)
Supports
extensible
integration
for
third-party
and
busters
applicators
Provides
an
integrated
business
intelligence
data
warehouse
Includes
a
business
intelligence
engine
for
historical
reporting
and
analytics
31-
Which
of
the
following
statements
it
correct?
(Select
two.)
Contact
Flow
Analytics
enables
analysts
to
recognize
trends
and
patterns.
Contact
Flow
Analytics
presents
information
to
help
understand
common
customer
dissatisfactions.
32-
True
or
false?
Avaya
Control
Manager
is
intended
to
completely
replace
every
single
Avaya
Product
Administration
Tool.
False
33-
True
or
false?
To
calculate
Customer
Lifetime
Value
(CLV)
you
take
the
customer
revenue
minus
the
support
costs,
then
multiplying
the
average
length
of
the
relationship,
minus
the
acquisition
costs
to
arrive
at
the
Customer
Lifetime
Value.
True
34-
Which
of
the
following
statements
it
correct?
(Select
two.)
Contact
Flow
Analytics
is
suitable
for
any
size
Contact
Center
up
to
1200
agents,
which
is
running
CMS.
Contact
Flow
Analytics
is
suitable
for
customers
with
single-
or
multi-site
Contact
Centers.
35-
Which
are
three
value
statements
for
Avaya
Aura.
Experience
Portal?
(Select
three.)
Reduce
inbound/outbound
self-service
costs
40-
The
future
of
customer
experience
over
the
next
three
to
five
years
is
going
to
focus
on
three
core
principles,
identify
which
of
the
following
are
the
three
principles.
(Select
three.)
Creating
an
enterprise-wide
engagement
Having
actionable
insight
Having
the
right
media
at
the
right
time
41-
Which
statement
best
describes
the
Design
layer
of
the
Avaya
Customer
Experience
Management
(CEM)
Framework?
(Select
one.)
It
enables
the
enterprise-wide
design
of
the
customer
experience
-
ensuring
that
when
multiple
contacts
come
in
from
many
locations
they
get
the
right
experience
as
defined
by
the
organization
-
regardless
of
location
or
channel.
42-
Which
are
three
attributes
of
Avaya
Aura
Call
Center
Elite
Multichannel
Feature
pack?
(Select
three.)
Provides
options
for
intelligent
agent
assignment
of
email,
web
chat,
SMS,
instant
messaging,
fax,
social
media
and
outbound
calling
in
a
blended
queue
that
combines
both
voice
and
non-voice
contact
types.
Is
designed
for
midsize
firms
or
divisions
of
large
enterprises
who
are
seeking
ways
to
achieve
operational
efficiency,
increase
revenue
and
improve
customer
satisfaction
and
retention.
Offers
basic
out-of-the-box
performance
reporting
on
all
real-time
and
historical
activity
in
the
contact
center
environment.
43-
Which
are
three
attributes
of
Avaya
Aura
Experience
Portal?
(Select
three.)
Supports
virtualization
which
reduces
hardware
footprint
and
simplifies
management.
Employs
dynamic,
real-time
service
treatments
and
automates
outbound
services
with
Avaya
Intelligent
Customer
Flouting
and
Avaya
Proactive
Outreach
Manager.
Allows
the
organization
to
manage
all
automated
services
and
applications
on
a
single
platform.
44-
Which
of
the
following
best
describes
how
Avaya
defines
Customer
Experience
Management
(CEM)?
(Select
one.)
The
discipline
of
managing
and
treating
customer
relationships
as
assets,
with
the
goal
of
moving
satisfied
customers
to
loyal
customers,
and
loyal
customers
to
advocates
of
the
brand.
45-
Which
are
three
attributes
of
Avaya
Auras
Call
Center
Elite?
(Select
three.)
51-
Which
of
the
following
are
three
attributes
of
the
Avaya
Aura
Workforce
Optimization
suite?
(Select
three).
Has
a
unique
native
integration
with
Avaya
Aura
Performance
Center,
Avaya
Aura,
Avaya
one-X
Agent,
Proactive
Outreach
Manager,
Avaya
Proactive
Contact,
and
Avaya
Control
Manager.
Supports
heritage
Avaya
and
Nortel
environments.
Its
components
share
single
database
and
common
management
graphical
user
interface.
52-
How
does
Customer
Experience
Management
(CEM)
drive
Customer
Lifetime
Value
(CLV)
for
an
organization?
(Select
three.)
Improves
the
duration
of
relationship
by
driving
customer
loyalty
and
brand
advocacy.
Improves
revenue
per
customer
over
the
life
of
the
relationship
because
customers
are
more
satisfied
with
the
service
received.
Reduces
the
cost
of
acquiring
and
supporting
the
customer
over
the
life
of
relationship
through
efficiency,
effectiveness,
and
productivity.
53-
Which
of
the
following
statements
is
correct?
(Select
two.)
Contact
Flow
Analytics
Includes
pre-defined
filters,
as
well
as
customized
filtering.
Contact
Flow
Analytics
builds
on
Call
Center
Site
and
CMS
to
provide
a
visual
representation
of
complex
information.
54-
Which
of
the
following
are
features
of
Avaya
Context
Store?
(Select
four.)
It
enables
alerting
capabilities
based
on
company
defined
customer
or
business
events
via
real-time
notifications.
It
simplifies
aggregation
of
real-time
customer
and
business
data
for
export
to
customer
experience
analytics
or
business
value
reporting
tools.
It
integrates
with
Avaya
Aura.
Experience
Portal
through
a
pluggable
data
connector.
It
enables
URL-based
screen
pop
for
Call
Center
Elite
and
one-X
Agent
users
eliminating
the
need
for
costly
CTI.
55-
Match
the
Performance
layer
key
activities
to
their
proper
description.
(For
each
description,
select
the
corresponding
activity
from
the
drop-down
list.)
Core
platform
for
the
real-time
collection,
consolidation,
and
processing
of
data
from
contact
center
and
enterprise
sources.
>
Real-time
performance
Modules
of
reports
and
analytics
providing
critical
insights
into
customer
experience
and
business
performance,
facilitating
improvements
in
key
areas.
>
Actionable
insight
A
suite
of
integrated
workforce
optimization
applications
providing
insight
into
end-to-end
customer
feedback,
quality
management,
workforce
management,
eLearning,
and
training
support.
>
Optimize
the
workforce
56-
Which
of
the
following
is
an
application
that
resides
within
the
Design
layer
of
the
Customer
Experience
Management
(CEM)
Framework?
(Select
one.)
Avaya
Aura
Orchestration
Designer
57-
Which
are
three
attributes
of
Avaya
Auras
Contact
Center?
(Select
three)
Features
screen
pops
which
displays
customer
information
to
the
agent.
Intelligently
routes
up
to
are
simultaneous
multichannel
contacts
to
the
most
appropriate
resource
through
a
unified
agent
interface.
Offers
clients
many
features
including
a
unified
desktop
which
allows
agents
to
simultaneously
handle
multiple
contacts
of
various
media
types.
58-
Which
are
three
attributes
of
Avaya
Intelligent
Customer
Routing?
(Select
three.)
Segments
customer
calls
at
the
point
of
entry
and
gives
the
best
treatment
to
callers
based
on
pre
defined
business
rules.
Enables
intelligent
load
balancing
and
management
of
inbound
call
volume
across
locations
and
outsourcers.
Moves
advanced
wait
treatment
and
routing
in
front
simplifying
experience
El
management
and
eliminating
costly,
fragile
pre-route,
post
route,
computer
telephony
integration
(CTI)
approaches.
59-
Which
are
three
business
challenges
that
Avaya
Operational
Analyst
can
solve?
(Select
three.)
Managing
all
channels
easily.
Identifying
the
customers
buying
history
or
their
past
interactions.
Identifying
when
to
make
resource
adjustments.
60-
Which
of
the
following
is
an
application
that
resides
within
the
Management
layer
of
the
Customer
Experience
Management
(CEM)
Framework?
Avaya
Control
Manager
61-
The
Management
layer
enables
organizations
to
do
which
of
following
three
key
activities?
(Select
three.)
Multi-tenancy
support
Centralized
administration
Trouble
isolation
62-
Which
are
three
business
challenges
that
Avaya
Proactive
Contact
can
solve?
(Select
three.)
Cost
effective
ways
to
grow
business,
increase
revenue
Keep
operational
cost
down
Keep
existing
customers
63-
The
Design
layer
of
the
Customer
Experience
Management
(CEM)
enables
organization
to
do
which
of
following
three
key
activities?
(Select
three.)
End-to-end
experience
design
Workflows
and
application
simulation
Connect
and
share
services
64-
Which
are
three
business
challenges
that
Avaya
Control
Manager
can
solve?
(Select
three.)
Unable
to
partition
contact
center
solution
for
access
control
Lack
of
consolidated
administration
High
cost
of
administration
65-
Which
are
three
business
challenges
that
Avaya
Aura
Workforce
Optimization
can
solve?
(Select
three.)
Monitoring
how
customer
data
is
used
and
shared
Over
utilizing
or
under
utilizing
agents
Equipping
agents
to
resolve
customer
queries.
66-
The
Performance
layer
enables
organization
to
do
which
of
following
three
key
activities?
(Select
three.)
Optimize
the
workforce
Assess
real-time
performance
Obtain
actionable
insight
67-
Match
the
products,
applications,
or
solutions
on
the
right
to
their
appropriate
Customer
Experience
Management
(CEM)
layers
on
the
left.
(Click
and
drag
the
product
application,
or
solutions
on
the
right
to
the
corresponding
layer
on
the
left.)
Management
Layer
>
Avaya
Control
Manager
Interaction
Layer
>
Avaya
One
Touch
Video
Performance
Layer
>
Avaya
Speech
Analytics
Experience
Layer
>
Avaya
Proactive
Outreach
Manager
68-
Match
the
products,
applications,
or
solutions
on
the
right
to
their
appropriate
Customer
Experience
Management
(CEM)
layers
on
the
left.
(Click
and
drag
the
product
application,
or
solution
on
the
right
to
the
corresponding
layer
on
the
left)
Interaction
Layer
>
Avaya
Social
Media
Manager
Performance
Layer
>
Avaya
Call
Management
System
Experience
Layer
>
Avaya
Aura
Call
Center
Elite
Design
Layer
>
Avaya
Auras
Orchestration
Designer
69-
Which
Customer
Experience
Management
(CEM)
Performance
layer
solution
is
the
multimedia
reporting
and
analytic
environment
for
Avaya
Interaction
Center,
collecting
and
reporting
on
both
real-
time
and
historical
customer
interaction
and
business
data?
(Select
one.)
Avaya
Operational
Analyst
70-
Match
each
term
to
its
correct
definition.
(For
each
description
on
the
left,
select
the
corresponding
term
from
the
drop-
down
list.)
The
sum
of
all
experiences,
from
awareness,
discovery,
attraction,
interaction,
purchase,
use,
cultivation,
and
advocacy,
that
a
customer
has
with
a
supplier
of
goods
or
services,
over
the
duration
of
their
relationship
with
that
supplier.
>
Customer
Experience
The
discipline
of
optimizing
each
customer
interaction
and
conversation,
creating
an
engaged
customer
relationship
which
drives
repeat
purchases,
retained
customers,
customer
referrals,
price
premiums,
and
reduced
support
costs.
>
Customer
Lifetime
value
71-
Avaya
One
Touch
Video
provides
which
of
these
business
benefits?
(Select
one.)
Speeds
decision-making
in
closing
sales
with
increased
customer
satisfaction.
72-
Which
of
the
following
is
an
Avaya
Sales
Play
that
supports
a
successful
sale
for
products
and
applications
that
reside
in
the
Performance
layer
of
the
Customer
Experience
Management
(CEM)
Framework?
(Select
one.)
Speech
Analytics
Sales
Play
73-
Which
Customer
Experience
Management
(CEM)
Performance
layer
solution
supports
reporting
on
call
profiles,
to
assess
callers'
tolerance
to
waiting
in
queue
before
abandoning,
as
well
as
multiple
83-
Which
of
the
following
are
three
attributes
of
Avaya
Aura
Orchestration
Designer?
(Select
three.)
Employs
a
Java
Servlet
framework
architecture
that
simplifies
development,
integration,
and
reusability
of
speech
and
touch-tone
applications.
Includes
a
common
VoiceXML
certified
browser
than
spans
across
Avaya
CEM
self-service
applications.
Is
based
on
the
widely
accepted
Eclipse
development
framework,
an
open
source
forum.
84-
Which
of
the
following
best
describe
the
target
customer
for
Avaya
Elite
Solution
Stack?
(Select
three.)
It
is
for
businesses
that
require
advanced
routing
and
service
level
adherence.
It
is
targeted
towards
businesses
with
30
agents
and
up.
It
is
for
customers
who's
primary
communication
channel
is
voice.
85-
Which
are
three
attributes
of
Avaya
Media
Processing
Server?
(Select
three.)
Supports
multiple
versions
of
Integrated
Services
Digital
Network
(ISDN)
and
Signaling
System
7
(557)
as
well
as
many
other
standards
and
native
interfaces.
Supports
connectivity
to
legacy
host
environments
and
web
services
El
environments
including
7.3270,
SQL
database,
ODDC
database,
JAVA
services,
XML,
SM.,
and
basic
TCP/IP
connectivity.
Provides
two
hardware
options.
86-