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Avaya Aura Call Center Elite & Elite Multichannel Solution Design Exam 33820X Dumps in PDF

Free Avaya 33820X Real Questions (page: 10)

33820X PDF — 64 Questions

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

  1. To increase first contact resolution
  2. To increase agent retention
  3. To increase self-service usage
  4. To increase digital channel usage

Answer(s): A



Refer to the exhibit.



This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?

  1. 15
  2. 10
  3. 8
  4. 5

Answer(s): C



Avaya IXTM Orchestration is a graphical development tool for creating applications that run on which three Avaya systems? (Choose three.)

  1. Avaya Aura® Communication Manager
  2. Avaya Aura® Contact Center
  3. Avaya Experience Portal
  4. Avaya Contact Center Select
  5. Voice Portal

Answer(s): B,C,E


Reference:

https://support.avaya.com/products/P0408/avaya-orchestration- designer#:~:text=Orchestration%20Designer%20is%20a%20fully,and%20Interactive%20Response%2 0software%20platforms.



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?

  1. Avaya Intelligent Customer Routing
  2. Workspaces for Elite with POM Integration
  3. Best Service Routing
  4. Afiniti Enterprise Behavioral Pairing

Answer(s): D



A customer wants to use the Avaya Aura® Media Server (AAMS) because of its advanced multimedia processing features.
Which three statements are true for the AAMS? (Choose three.)

  1. AAMS provides Communication Manager IP audio functionality.
  2. Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.
  3. AAMS is shareable between different adopters.
  4. AAMS provides virtualization, high channel density and no playback announcement limits.
  5. Experience Portal will use the AAMS as a media resource.

Answer(s): A,B,D



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