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Avaya 3C00120A Exam Sample Questions

Question: 4

Which of the following are products, applications, and solutions that reside within the Experience Layer of the CEM Framework? (Select four.)

  1. Avaya Proactive Contact
  2. Avaya Outbound Contact Express
  3. Avaya Control Manager
  4. Avaya Interaction Center
  5. Avaya Proactive Outreach Manager
  • Avaya Aura® Orchestration Designer

  • Answer: A, B, D, E

    Explanation:

    Reference:

    https://avaya-learning.com/scormengine/ScormContentRoot/2C00070W_Avaya_Customer_Experience_Management_Overview/data/downloads/2c00070o%20cem%20overview%20student%20guide.pdf (page 34)

    Question: 3

    Which Assisted Experience Management product or solution integrates seamlessly with Avaya Interaction Center? (Select one.)

    1. Avaya Aura® Call Center Elite
    2. Avaya Intelligent Customer Routing
    3. Avaya Context Store
    4. Avaya Aura® Contact Center


    Answer: B

    Explanation:

    Reference:

    http://assets.devx.com/avaya/IC_7_1wSIP_Datasheet.pdf

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    Question: 2

    Which three statements best describe the business challenges that Avaya Aura® Contact Center can solve? (Select three.)

    1. Provide a consistent, high quality customer experience
    2. Voice channel is overloaded
    3. Use agents for tasks customers could do themselves
    4. High agent turnover due to low job satisfaction


    Answer: B, C, D

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    Question: 1

    This solution is hosted Software as a Service or SaaS-dedicated Chat solution. It provides both automated and live agent chat modes of operation with seamless escalation from automated to live. (Select one.)

    1. Avaya One Touch Video
    2. Avaya Automated Chat
    3. Avaya Customer Connections Mobile
    4. Avaya CallBack Assist


    Answer: B

    Explanation:

    Reference:

    http://www.avaya.com/usa/product/customer-connections (see the first bulleted point on the page)

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    Question: 4

    Which of the following are products, applications, and solutions that reside within the Experience Layer of the CEM Framework? (Select four.)

    1. Avaya Proactive Contact
    2. Avaya Outbound Contact Express
    3. Avaya Control Manager
    4. Avaya Interaction Center
    5. Avaya Proactive Outreach Manager
  • Avaya Aura® Orchestration Designer

  • Answer: A, B, D, E

    Explanation:

    Reference:

    https://avaya-learning.com/scormengine/ScormContentRoot/2C00070W_Avaya_Customer_Experience_Management_Overview/data/downloads/2c00070o%20cem%20overview%20student%20guide.pdf (page 34)

    Question: 3

    Which Assisted Experience Management product or solution integrates seamlessly with Avaya Interaction Center? (Select one.)

    1. Avaya Aura® Call Center Elite
    2. Avaya Intelligent Customer Routing
    3. Avaya Context Store
    4. Avaya Aura® Contact Center


    Answer: B

    Explanation:

    Reference:

    http://assets.devx.com/avaya/IC_7_1wSIP_Datasheet.pdf