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

Many organizations are seeking ways to lower the cost of application development, management, maintenance, and updates.
To become agile to changing business conditions and minimize the cost of updates, which fully featured graphical development environment for creating applications, and runs on Avaya Experience Portal, Is available for customers?

A Contact Center manager wants an application solution that will identify and determine the caller's intent through simple customer conversations using speech and self-service. They also want to serve themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?

A customer has provided you with the following solution requirements:
· A 360-degree view of the customer journey across touch points and agent interactions · Leverage the thin client Interface to reduce costs versus downloading and managing thick clients · No modifications to the Call Center Elite infrastructure · Enrich and personalize the customer experience by delivering relevant customer information from multiple sources

To enhance their call center solution, which application solution would you recommend to the customer?

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.)