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Avaya 33820X Exam Syllabus Topics:

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

1. A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?

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

2. An existing customer is interested in an Avaya Aura® suite that is comprised of the following applications:
* Desktop applications
* Call Routing Server
* Multimedia services
* Management applications
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Aura® Elite Multichannel
B) Avaya Control Manager
C) Avaya Aura® Call Center Elite
D) Avaya Proactive Contact

3. Which Cloud Delivery enables partners and customers to integrate a wide range of features, including SIP Trunking, global DID and 800 service, voice notification, messaging, and API workflows?

A) CPaaS Delivery
B) Private Delivery
C) Public Delivery
D) Hybrid

4. Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

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

5. Workspaces for Elite with POM Integration can Increase agent productivity by providing a unified desktop for agents to handle all inbound and outbound voice tasks, and which three types of calls? (Choose three.)

A) Predictive
B) Performance
C) Progressive
D) Preview
E) Proficient

Solutions: