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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Elite Multichannel Solution | - Multichannel contact handling
|
| Avaya Aura Architecture Overview | - Call center infrastructure design
|
| Integration and Connectivity | - Protocols and interoperability
|
| Avaya Call Center Elite Fundamentals | - Routing and call distribution
|
| Solution Design Considerations | - Design principles
|
| Reporting and Administration | - System administration
|
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
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
Correct Answer: D 🗳️
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
Correct Answer: B,C,E 🗳️
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
Correct Answer: A 🗳️
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.
Correct Answer: A,C,E 🗳️
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.
Correct Answer: A,B,E 🗳️
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