Infosys Certified Contact Center Platform Professional
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Real Lex exam-pattern multiple-choice questions for the Infosys Certified Contact Center Platform Professional certification. Each question includes the correct answer. The full question bank is available to Premium members.
- Question 1
Which component acts as the front-end to all GVP SIP based calls?
- ✓
Resource Manager
Correct - B
Genesys SIP server
- C
Media Control Platform
- D
Reporting server
- ✓
- Question 2
What is correct with regards to Composer Projects?
1) Composer projects have an associated Java Composer Project builder that will compile source files in the project.
2) Composer ships with a bundled Tomcat and it is used as the web/ application server for Java Composer Projects during the development and testing phase.
3) Composer helps to build Agent Workflows
4) Composer helps to build IVR application and Routing Workflows
- ✓
2,3,4
Correct - B
1,2,4
- C
1,2,3
- ✓
- Question 3
What are few key Genesys Composer Categories of blocks for IVR Voice
- ✓
Basic Blocks
Correct - B
eService Blocks
- C
Computer Telephony Integration (CTI) Blocks
- D
Reporting blocks
- E
Server side blocks
- ✓
- Question 4
What are few key Genesys Composer Categories of blocks for Routing
- ✓
Voice treatment blocks
Correct - B
Context services blocks
- C
eService Blocks
- D
Routing Blocks
- E
Customer Blocks
- ✓
- Question 5
How will you connect Contact Center Cloud platforms in AWS to Customer’s MPLS network?
- ✓
Using PSTN ISDN lines
Correct - B
Using AWS Direct Connect interfaces
- C
Using PSTN E1/T1 Interfaces
- ✓
- Question 6
Which of these statements are correct with respect to the advantages of moving from a premise-based Contact Center to an Amazon Contact Center?
1) No hassle telephony to manage- port existing number or select existing number
2) Automatic Scaling as per seasonality
3) No hardware or space required
4) Need to plan for all hardware and install Amazon Connect core applications in servers
5) No commitments required, Pay as you go with pricing based on customer connected minutes primarily and Build solution at no cost
- ✓
1,2,3,5
Correct - B
1,2,3,4
- C
2,3,5
- D
2,5
- ✓
- Question 7
Cient ABC wants to improve IVR Customer Experience by providing a Conversational IVR for their Amazon Connect Contact Center? What will you propose?
- ✓
Build Amazon Lex bots and integrate with Amazon Connect Contact flows
Correct - B
Build Nuance directed dialog Flow and inegrate with Amazon Connect Contact Flow.
- ✓
- Question 8
Client ABC has multiple applications like Genesys Cloud Desktop and Salesforce CRM which has separate logins for Authentication. What will you suggest for reducing efforts and time for separate logins and improving Agent's experience?
- ✓
Implement Single sign-on (SSO) authentication method that enables users to securely authenticate with multiple applications and websites by using just one set of credentials.
Correct - B
Suggest OAuth which is an open standard
- ✓
- Question 9
What does integration module in Genesys Cloud admin consists of?
- ✓
Phone Management, DID Numbers, Trunks, Edges, Extensions information
Correct - B
Actions
- C
Oauth
- D
Authorized Applications which are used for data integration with PureCloud to the different flows(inbound call, otbound call flow, email, chat, etc) created.
- ✓
- Question 10
Client ABC has a primitive Contact Center and is looking to move to a Genesys Cloud based Contact Center. He is looking for features for providing NLU based Conversational IVR and also wants to optimize agent staffing. What Genesys components/tools will you use to customize your solution for providing these features?
- ✓
Genesys Genesys in-built TTS, ASR/NLU integrated with LEX
Correct - B
Genesys WFM
- C
Genesys EMAIL
- D
Genesys IVR Architect Flow
- ✓
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