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Avaya 3381X Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Engagement Solutions Design Fundamentals- Avaya Customer Experience Architecture
  • 1. Avaya engagement platform capabilities overview
    • 2. Contact center solution components and integration
      - Omni-channel customer engagement concepts
      • 1. Voice, chat, email, social integration in contact centers
        • 2. Customer journey and interaction lifecycle design
          Topic 2: Contact Center Operations and Optimization- Agent and supervisor experience
          • 1. Agent productivity and engagement tools
            • 2. Workforce optimization concepts
              - Operational efficiency
              • 1. Call routing and queue management design
                • 2. Performance and service level optimization
                  Topic 3: 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
                          Topic 4: Solution Integration and Customer Experience Technologies- Integration components
                          • 1. CRM and backend system integration concepts
                            • 2. APIs and communication channel integration
                              - Digital engagement technologies
                              • 1. Self-service and automation strategies
                                • 2. Chatbots and AI-assisted engagement

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