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Avaya 33820X Exam Syllabus Topics:

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

1. 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?

A) Avaya Call Management System
B) Avaya IX™ Workforce Engagement
C) Avaya Workspaces® for Elite
D) Avaya Breeze®

2. Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?

A) Application Specific Licensing (ASL)
B) Enablement Licensing (EL)
C) Advanced License (AL)
D) Standard License (SL)

3. 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?

A) Avaya Proactive Outreach Manager
B) Avaya Call Management System
C) Avaya IX™ Workforce Engagement
D) Avaya Intelligent Customer Routing

4. Refer to the exhibit.

The exhibit contains the deployment options for Communication Manager.
What is the Virtual Appliance that Pod FX Is transitioning to?

A) Avaya Solutions Platform (ASP)
B) Avaya Server Platform (ASP)
C) Avaya Common Platform (ACP)
D) Avaya Application Server (AAS)

5. 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 Aura® Session Manager
B) Avaya Aura® Call Center Elite Multichannel
C) Avaya Intelligent Customer Routing
D) Avaya Aura® Call Center Elite

Solutions: