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Avaya 3381X Exam Syllabus Topics:

SectionObjectives
Customer Engagement Solutions Design Fundamentals- Omni-channel customer engagement concepts
  • 1. Voice, chat, email, social integration in contact centers
    • 2. Customer journey and interaction lifecycle design
      - Avaya Customer Experience Architecture
      • 1. Contact center solution components and integration
        • 2. Avaya engagement platform capabilities overview
          Contact Center Operations and Optimization- Agent and supervisor experience
          • 1. Workforce optimization concepts
            • 2. Agent productivity and engagement tools
              - Operational efficiency
              • 1. Call routing and queue management design
                • 2. Performance and service level optimization
                  Solution Integration and Customer Experience Technologies- Digital engagement technologies
                  • 1. Chatbots and AI-assisted engagement
                    • 2. Self-service and automation strategies
                      - Integration components
                      • 1. APIs and communication channel integration
                        • 2. CRM and backend system integration concepts
                          Solution Design and Implementation Approach- Customer engagement solution architecture design
                          • 1. Scalability and resilience considerations
                            • 2. Cloud and on-prem deployment design patterns
                              - Design methodology
                              • 1. Requirement analysis and solution mapping
                                • 2. Design validation and optimization principles

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