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| Section | Objectives |
|---|---|
| Topic 1: Call Center Elite Functionality | - Skill-based routing and queue design - Inbound and outbound call handling - Agent and supervisor features |
| Topic 2: Elite Multichannel Capabilities | - Omnichannel interaction handling (voice, email, chat) - Customer experience design considerations - Digital engagement and routing strategies |
| Topic 3: Integration and Deployment | - Third-party system interoperability - Deployment models and migration strategies - CRM and CTI integration |
| Topic 4: Solution Overview | - Elite and Elite Multichannel positioning - Avaya Aura Call Center architecture overview |
| Topic 5: Operations and Support | - Best practices for ongoing maintenance - Monitoring and reporting tools - Troubleshooting methodologies |
| Topic 6: Solution Design Considerations | - Security and compliance considerations - High availability and disaster recovery design - Capacity planning and performance tuning |
| Topic 7: Core Architecture and Components | - Call routing and ACD fundamentals - System scalability and redundancy design - Avaya Aura platform components integration |
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?
Correct Answer: A 🗳️
Avaya OneCloud - Public Delivery leverages Avaya UC and CC technology and solutions for a seamless transition to the cloud. Which two options are available with Avaya OneCloud - Public Delivery? (Choose two.)
Correct Answer: B,C 🗳️
Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?
Correct Answer: A 🗳️
A customer requires a solution that has a broad appeal across all vertical markets, and simplifies the management operations of Avaya-based solutions through a centralized administration platform. This solution will also reduce costs, enhance security and access, all without increasing complexity.
Which application solution would you present to this customer?
Correct Answer: C 🗳️
An Elite Multichannel (EMC) Release 6.6 Server enhancement is support for Real-time reporting for how many agents with unicast?
Correct Answer: A 🗳️
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