Avaya Elite Multichannel (EMC) Release 6.6 supports which three platforms? (Choose three.)
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 customer has inquired about Avaya Callback Assist (CBA) to learn about immediate and scheduled callbacks with Avaya Experience Portal. From a technical and administration standpoint, CBA supports which two environments? (Choose two.)
Avaya Intelligent Xperiences provides different Avaya OneCloud deliveries.
Which software delivery is multi-tenant and designed for customers that require more standard feature functionality in their UC and CC solutions?
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?
Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
A customer requires a Call Center feature that will provide the following:
• A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
• As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?
An Avaya Aura® Call Center Elite customer wants an application solution with the following requirements:
• Synchronizes with a deskphone to share the control of telephony and agent features
• Includes capabilities of integrated video and Instant messaging
• Increases collaboration
• Reduces agent talk time and facilitates first call resolution
To meet these requirements, which two applications would you recommend to be used in conjunction with Call Center Elite? (Choose two.)
The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.
Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?
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