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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.)