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

1. Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

A) To increase self-service usage
B) To increase agent retention
C) To increase digital channel usage
D) To increase first contact resolution

2. A customer wants a higher balance efficiency by leveraging their contact center as a strategic resource.
Using one platform and single-user interface, what are three functions that Avaya IX™ Workforce Engagement unifies? (Choose three.)

A) Expert Agent Selection
B) Customer Feedback
C) Workforce Management
D) Enterprise Analytics
E) Quality Monitoring

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 Experience Portal
B) Avaya Aura® Application Enablement Services
C) Avaya Aura® Communication Manager
D) Avaya Aura® Call Center Elite Multichannel

4. 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 Communication Manager IP audio functionality.
B) AAMS is shareable between different adopters.
C) AAMS provides virtualization, high channel density and no playback announcement limits.
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.

5. Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)

A) Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
B) It is sold through Direct and Indirect channels.
C) Call Center Elite requires CMS.
D) CC-Elite can be ordered as a standalone for a 3rd party PBX.
E) Call Center Elite includes Business Advocate.

Solutions: