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The Avaya Aura Call Center Elite Design (ACDS-3382) Certification is designed for individuals who are involved in the design and implementation of Avaya Aura Call Center Elite solutions. The ACDS-3382 certification focuses specifically on the design aspects of Avaya Aura Call Center Elite, which is a comprehensive contact center solution that provides advanced routing and queuing capabilities, intelligent call distribution, and multi-channel communications. It is suitable for large-scale contact centers that handle high volumes of customer interactions.
To take Avaya Aura 33820X exam, you should have a deep understanding of the Avaya Aura Call Center Elite solution and its underlying architecture. They should be able to design and deploy scalable, highly available, and fault-tolerant call center solutions. Besides, candidates should be proficient in designing and configuring intelligent call routing strategies and call queuing mechanisms. They should understand the various factors that influence call routing decisions and be able to optimize call flows for optimal customer experience.
1.Avaya Aura Call Center Elite Overview:
Introduction to Avaya Aura Call Center Elite
Key features and capabilities
Architecture and components
2.Designing Avaya Aura Call Center Elite Solutions:
Requirements gathering and analysis
Design considerations and best practices
Sizing and capacity planning
High availability and fault tolerance
3.Call Routing and Queuing:
Understanding call routing strategies
Designing intelligent routing mechanisms
Configuring call queuing and prioritization
Implementing skills-based routing
4.Integration with Avaya Aura Communication Manager:
Integration architecture and components
Configuring Communication Manager trunks and endpoints
Interfacing Avaya Aura Call Center Elite with Communication Manager
Implementing features like call transfers and conferencing
5.Multi-channel Communications:
Overview of multi-channel contact center capabilities
Designing and configuring email and web chat interactions
Social media integration and management
Voice self-service and IVR design
6.Reporting and Analytics:
Importance of reporting in contact center operations
Designing and configuring historical and real-time reports
Key performance indicators (KPIs) and metrics
Leveraging reporting data for analysis and improvement
7.Security and Compliance:
Ensuring data security and privacy in the contact center
Compliance requirements and regulations
Designing secure access and authentication mechanisms
Implementing call recording and monitoring
8.Troubleshooting and Maintenance:
Troubleshooting common issues in Avaya Aura Call Center Elite
Monitoring and maintaining system performance
Diagnosing and resolving connectivity problems
Upgrading and patching the solution
