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Guide for Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam

Quiz Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam

Free Test
/ 10

Quiz

1/10
A Contact Center manager wants an application solution that will identify and determine the caller's
intent through simple customer conversations using speech and self-service. They also want to serve
themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?
Select the answer
1 correct answer
A.
Avaya Proactive Outreach Manager
B.
Avaya IX™ Workforce Engagement
C.
Avaya Intelligent Customer Routing
D.
Avaya Call Management System

Quiz

2/10
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?
Select the answer
1 correct answer
A.
Avaya IX™ Workforce Engagement
B.
Avaya Call Management System
C.
Avaya Workspaces® for Elite
D.
Avaya Breeze®

Quiz

3/10
An Avaya Aura® Call Center Elite customer wants an application solution with the following
requirements:
• Synchronizes with a deskphone to share the control of telephony and agent features
• Includes capabilities of integrated video and Instant messaging
• Increases collaboration
• Reduces agent talk time and facilitates first call resolution
To meet these requirements, which two applications would you recommend to be used in
conjunction with Call Center Elite? (Choose two.)
Select the answer
2 correct answers
A.
Agent Desktop Displays (ADD)
B.
Avaya one-X® Agent
C.
Agent Map
D.
Avaya Agent for Desktop (AAfD)

Quiz

4/10
A Call Management System (CMS) Release 19 goes to market per the Avaya Global Product
Distribution policy. It is sold through direct and indirect channels. The channel strategy and sales
model are not affected by this release.
Which three are CMS Release 19 deployment options with the flexibility to meet the needs of every
customer? (Choose three.)
Select the answer
3 correct answers
A.
Amazon Web Services
B.
Oracle Sun Blade 150
C.
CMS Virtual Appliance OVA (Customer-provided VMware vSphere Platforms)
D.
Oracle Fire V880/V890
E.
Avaya Solutions Platform Servers

Quiz

5/10
Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?
Select the answer
1 correct answer
A.
To increase first contact resolution
B.
To increase agent retention
C.
To increase self-service usage
D.
To increase digital channel usage

Quiz

6/10
Refer to the exhibit.


Certification Exam Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam Avaya Avaya-33820X 2-1299229084



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?
Select the answer
1 correct answer
A.
15
B.
10
C.
8
D.
5

Quiz

7/10
Avaya IX™ Orchestration is a graphical development tool for creating applications that run on which
three Avaya systems? (Choose three.)
Select the answer
3 correct answers
A.
Avaya Aura® Communication Manager
B.
Avaya Aura® Contact Center
C.
Avaya Experience Portal
D.
Avaya Contact Center Select
E.
Voice Portal
https://support.avaya.com/products/P0408/avaya-orchestration-
designer#:~:text=Orchestration%20Designer%20is%20a%20fully,and%20Interactive%20Response%2
0software%20platforms.

Quiz

8/10
Refer to the exhibit.


Certification Exam Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam Avaya Avaya-33820X 3-3932439232



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?
Select the answer
1 correct answer
A.
Avaya Intelligent Customer Routing
B.
Workspaces for Elite with POM Integration
C.
Best Service Routing
D.
Afiniti Enterprise Behavioral Pairing

Quiz

9/10
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.)
Select the answer
3 correct answers
A.
AAMS provides Communication Manager IP audio functionality.
B.
Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.
C.
AAMS is shareable between different adopters.
D.
AAMS provides virtualization, high channel density and no playback announcement limits.
E.
Experience Portal will use the AAMS as a media resource.

Quiz

10/10
From a migration standpoint, when implementing Avaya Oceana® and Avaya Analytics™, what are
three ways that Avaya preserves the customer's Investment? (Choose three.)
Select the answer
3 correct answers
A.
By using the benefit of Avaya IX'M Workforce Engagement
B.
By using the benefit of Call Center Elite
C.
By using the benefit of Avaya Call Management System
D.
By using the benefit of Avaya Proactive Contact
E.
By using the benefit of Avaya Aura® Contact Center
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  • Quiz name:Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam
  • Total number of questions:63
  • Number of questions for the test:50
  • Pass score:80%

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