Infosys Certified Contact Center Technology Components and Integrations Professional
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Real Lex exam-pattern multiple-choice questions for the Infosys Certified Contact Center Technology Components and Integrations Professional certification. Each question includes the correct answer. The full question bank is available to Premium members.
- Question 1
CBA customer has recently purchased Amazon Connect and Salesforce CRM and is looking to integrate non voice channels like Social and Email. What would you propose to help customer to keep the cost for additional Channels low?
- ✓
Integrate out of box Amazon Connect CTI adaptor that integrates Amazon Connect Contact Center with Saleforce and use non-voice channels like Social and Email via salesforce
Correct - B
Replace Amazon Connect with other Contact Center platform like Genesys Cloud
- ✓
- Question 2
ABC customer has reached out to Infosys to find out current contact center performance for identify improvements.What reports would you propose to clients for analysis that will help to identify productivity improvements in contact center for current call volume?
- ✓
Real-time reports to check average time of processing calls, current number of calls in the contact center and current number of available agents
Correct - B
Historical metrics like total time an agent spent processing calls during the past month/year
- C
Object-centric statistical values of contact center objects, such as an agent’s call-handling time, number of calls in queue
- D
Product-specific information, such as the number of records agents process during a specific outbound campaign and business-specific information, such as the revenue that agents generate during conversations.
- E
Total of Customers (Client base)
- ✓
- Question 3
XYZ customer has a Genesys Embedded Desktop Softphone and are facing disconnect issues with Geneys Cloud occationally. What could be the more likely potential root cause for these disconnects?
- ✓
Limited Internet bandwidth at Agent Desktop end and poential network issue
Correct - B
Genesys Cloud configuration issues
- ✓
- Question 4
Client ABC has a On-Premise Traditional IVR with basic DTMF Menu based features and is looking building a Convesational IVR using NLU. What would you propose in your solution design?
- ✓
Integrate IVR with Nuance Engine and use standard vocabulary rule based Grammars
Correct - B
Integrate IVR with ASR Seech Engine like Nuance and send transcribed text to VoiceBot over HTTP/REST
- C
Enhance the Traditional IVR call flow to provide Convesational IVR and no integration required with 3rd party ASR or Voice Bots
- ✓
- Question 5
Which of the following are valid agent states:
i.Ready
ii. Busy
iii. ACW
iv.Break
- ✓
i and ii
Correct - B
ii and iii
- C
iii and iv
- D
i,ii, iii and iv
- ✓
- Question 6
ABC customer has Amazon Connect Contact Center and ServiceNow as Ticketing Application and is looking to improve Customer experience and reduce time to service the Custommers when they reach out to the Contact Center. What would you propose?
- ✓
Have agents access ServiceNow Application and search ticket status manually when Customer calls reach the agent.
Correct - B
Provide personalized and proactive Ticketing Status and alerts using Amazon Connect Contact Flow and AWS Lambda integration with ServiceNow APIs
- ✓
- Question 7
ABC Customer has Genesys Cloud Contact Center and a home grown custom agent desktop with Genesys Softphone embedded within it .No changes or production releases has taken place in the last few months.However,at times, agents are facing issues while working on the desktop UI and are not able to get control of the Softphone buttons or other parts of the webpage. What could be the potential cause that you will analyse?
- ✓
Check for Genesys Agent Configuration issues
Correct - B
Analyse if there are any possible coding errors in webpage that is causing the web page to hang or freeze at times
- ✓
- Question 8
Which of these statements are correct on Genesys Cloud be integrations with Standard CRM?
- ✓
Genesys AppFoundry partners and developers can use the embeddable framework to speed up the creation of embedded client integrations with CRM
Correct - B
Genesys Cloud Embeddable Framework uses the common framework shared by Genesys Cloud integrations for CRMs and browser extensions (Chrome, Firefox, Salesforce, and Zendesk).
- C
Genesys Cloud uses GPlus adaptor for standard CRM integratons
- ✓
- Question 9
What enables browser-based Agent Desktop integrations with the Amazon Connect contact center.
- ✓
Amazon Connect Streams (Streams) which a JavaScript API enables browser-based Agent Desktop integrations with the Amazon Connect contact center.
Correct - B
Amazon Lambda enables browser-based Agent Desktop integrations with the Amazon Connect contact center.
- ✓
- Question 10
What will you consider with respect to number of Test scenarios for IVR Automation Testing
- ✓
When doing performance/load testing , select a couple of test scenarios and apply load on it
Correct - B
Perform the performance/load test using multiple scenarios at any single point of time
- ✓
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