Which statement best describes the Performance Layer of the Avaya Customer Experience Management (CEM) Framework? (Select one.)
A. Provides opportunities to create engaged customers across advanced multimedia channels. It describes how organization resources interact with customers.
B. Serves as the Customer Experience Management "brain" which enables the organization to deliver the type of customer experience required.
C. Enables the enterprise-wide design of the customer experience -ensuring that when multiple contacts come in from many locations they get the right experience as defined by the organization -regardless of the location or channel.
D. Delivers enterprise-wide reporting that handles dashboard reporting and re; full, end-to-end performance management.
Answer: D
Question: 15
Which are Implementation Services that Avaya Professional Services offer to Avaya Call Management System (CMS) customers? (Select three.)
A. The design and implementation of custom scripts and reports for real-time; data
B. The configuration of CMS interfaces which provide linkage to Avaya Aura®' Optimization applications such as Workforce Management
C. The development and implementation of custom interfaces for CMS, providing linkage to Avaya Interaction Center
D. The implementation of advanced CMS features such as External Call History Network integration
Answer: A
Question: 16
ANAV provides which of the following business values to customers? (Select two.)
A. Provides businesses with data points that can be easily manipulated into list develop more accurate staffing with the best resources for the type of incorrect
B. Improves competitive position by delivering consolidated access to reports multiple sources for various Avaya Customer Experience Management solution
C. Provides the ability to identify the customer's buying history or their past interactions.
D. Improves agent behaviors and performance by identifying long holds, transfers, agent releases, short calls, long Average Hold Time (AHT) and After Call Work (ACW).
Answer: B,C
Question: 17
Which three statements best describe the value proposition for Avaya Context Store? (Select three.)
A. Enhances Customer Experience
B. Enables business to be conducted from anywhere
C. Reduces the complexity of integrating Contact Center components
D. Lowers total cost of ownership (TCO)
Answer: A,B,D
