Avaya 33820X : Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam

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Avaya 33820X Exam Syllabus Topics:

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

1. Refer to the exhibit.

In this example, the target market is enterprise contact centers and general enterprise telephony customers who are implementing CTI applications with Communications Manager.
Which open standards-based solution runs on a Linux server, is tightly integrated with a Communication Manager and Elite Multichannel solution, and is missing from this diagram?

A) Avaya Aura® Application Enablement Services
B) Avaya Aura® Media Server
C) Avaya Aura® Session Border Controller
D) Avaya Aura® Session Manager

2. The Cloud Operations team is dedicated to Avaya OneCloud™ ReadyNow, and handles the service performance MACDs, reporting, billing, ordering, etc., as Avaya grows the Avaya OneCloud"" ReadyNow global presence.
This team delivers best-in-class ITIL Customer Service aligned with the standard configurations enabled via which offer?

A) Proof of Concept
B) Contact Center Bundles
C) Virtual Private Clouds
D) Ready Now Solutions

3. A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?

A) Expert Agent Selection
B) Best Service Routing
C) Business Advocate
D) Advanced Call Vectoring

4. A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A) Workforce Management
B) Desktop and Process Analytics
C) Speech/Voice Analytics
D) Customer Feedback
E) Quality Monitoring

5. Refer to the exhibit.

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?

A) Best Service Routing
B) Afiniti Enterprise Behavioral Pairing
C) Avaya Intelligent Customer Routing
D) Workspaces for Elite with POM Integration

Solutions: