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Avaya 33820X Exam Syllabus Topics:

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

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

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

3. Many organizations are seeking ways to lower the cost of application development, management, maintenance, and updates.
To become agile to changing business conditions and minimize the cost of updates, which fully featured graphical development environment for creating applications, and runs on Avaya Experience Portal, Is available for customers?

A) Call Vectoring
B) Graphical Designer
C) Avaya IX™ Orchestration
D) Visual Designer

4. A new customer needs a solution that runs on their existing Avaya Aura® Unified Communication (UC) platform, and provides basic and advanced call center features like Expert Agent Selection and Best Service Routing.
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Proactive Contact
B) Avaya Aura® Elite Multichannel
C) Avaya Aura® Call Center Elite
D) Avaya Intelligent Customer Routing

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

Solutions: