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Exam Number : 3314
Exam Name : Avaya Aura Experience Portal with POM Implementation and Maintenance Exam
Vendor Name : Avaya
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3314 exam Format | 3314 Course Contents | 3314 Course Outline | 3314 exam Syllabus | 3314 exam Objectives


Exam ID : 3314
Exam Title : Avaya Aura® Experience Portal with POM Implementation and Maintenance Exam
Exam Questions : 62
Passing Scores : 66% (41 of 62 correct)

Architecture

- Describe Web Services.
- Describe AAEP operations.
- Describe the AAEP and POM architecture.
- Describe the Experience Portal External Systems.
- Describe the capabilities of CMS RT Socket-based Routing.
- Describe the enhancements for ICR 7.0.

Experience Portal Implementation

- Describe Agent Assignment options.
- Explain AAEP licensing.
- Explain how agent scripts are created and used.
- Describe the VoIP connections.
- Configure Avaya Aura Experience Portal (AAEP) features and functions.
- Describe the steps to configure the EPM for Email and SMS.

Proactive Outreach Manager

- Define POM server definitions.
- Describe the components of the POM User Interface.
- Describe the enhancements for POM 3.0.
- Describe the standard POM reporting capabilities.
- Explain how agents are assigned to campaigns.
- Verify the prerequisites to the POM installation.
- Describe POM features and functions.
- Install and configure POM features and functions.
- Install POM licenses.
- Perform POM database administration.

ICR Implementation

- Configure Intelligent Customer Routing (ICR).
- Explain the ICR installation requirements.
- Understand ICR reporting capabilities.

Maintenance

- Describe AAEP user requirements.
- Troubleshoot POM database issues.
- Describe the AAEP standard reporting capabilities.
- Explain the AAEP backup procedures.
- Explain the upgrade paths and procedures.
- Verify AAEP operations.
- Describe ICR reporting capabilities.

Troubleshooting

- Use POM troubleshooting procedures and tools.
- Troubleshoot EPM issues.
- Troubleshoot POM database issues.
- Use AAEP troubleshooting isolation tools, logs and processes.
- Identify ICR messages and log files.



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Avaya and learn

Avaya rolls out a turnkey digital agent | 3314 exam dumps and Practice Questions

Cloud communications issuer Avaya has announced an replace to its Avaya OneCloud platform, wherein its digital Agent is obtainable as a equipped-to-set up, turnkey, configurable provider. this may let consumers right now set up synthetic intelligence (AI)-powered virtual agents that may well be used instantly. 

This enhances Avaya's existing Google Dialogflow-based agent, requiring builders to create a virtual agent from scratch. 

customer event is the brand new battleground

there was an severe focal point on growth in consumer adventure (CX) during the last few years as a result of CX is now the exact company differentiator that outweighs rate, product fine, and other components. an interesting information factor from ZK research is that in 2021, two-thirds of millennials modified loyalties to a manufacturer on account of a single dangerous event. If deployed accurately, virtual agents can significantly cut down on the time a person must engage with a brand to resolve an issue, have a question answered, return a product or do another project. 

I did use the caveat of "if deployed as it should be" because digital agents can do damage to client loyalty if the event is unhealthy, and that's frequently the case. In its media advisory, Avaya stated some statistics from Ipsos that found that just one in three purchasers would advocate that business to others in response to their closing interaction with a digital agent. The examine also found that only 50% of purchasers had their concerns or issues resolved by the use of the digital agent. much of here's on account of the complexity and heavy lifting required to convey virtual agent options. 

Avaya presents composable communications 

throughout the previous 12 months, Avaya has embraced the theory of "composability" with appreciate to its communications options. ZK research defines a composable commercial enterprise as a enterprise that achieves enterprise consequences with the aid of adapting to alterations at once via a mix of packaged functions and utility building blocks akin to exportable facts, software programming interfaces (APIs) and low-code/no-code programs. 

Avaya has mountains of statistics, it has developer APIs for digital brokers, and its new answer addresses the no-code use case. That leaves low code as the simplest missing piece to having a full, composable set of virtual agent equipment, and that's coming soon. In a conversation with Laura Faughtenberry, Senior Product marketing supervisor at Avaya, she instructed me they were developing a low-code option by leveraging its partnership with a familiar conversational AI issuer.

The distinct approach Avaya has taken to product construction is highlighted by its latitude of digital agent options. At one time, like most tech businesses, Avaya constructed all its own products in-condominium. Avaya has chosen to construct where required and leverage partners the place integral, given the rapid pace of innovation. as an instance, it leverages Nvidia's Maxine for AI capabilities in its areas conferences product and Google CCAI to deliver advanced capabilities to its OneCloud Contact center answer. I requested Faughtenberry about this, and he or she summed it up this manner: "Why build it in case you can utilize whatever thing it is already working?"

Experiences required multiple procedures to product construction 

given that the appearance of CMO Simon Harrison, Avaya has been positioning itself as a company that permits its consumers to build top-rated-in-type experiences, and that was a good deal of the notion procedure around the pre-developed virtual agent. Faughtenberry instructed me: "we've all had these times where they tried to interface with a digital agent and left the name indignant. They wanted to make it fundamental to installation the technology to automate interactions enabling the agent to deal with extra complicated tasks ensuring the client adventure is stronger."

One remaining point: The digital agent become built on Avaya's communications platform as a provider (CPaaS) cloud again end. it be been my opinion that over time, unified communications and make contact with center providers will shift from being product groups to platform providers where the price is within the again conclusion. As mentioned prior, Avaya has been touting the price of composability, and the digital agent is an instance of a composable answer that will also be developed on CPaaS, as is areas and make contact with middle. 

The role of a dealer akin to Avaya is to build turnkey products for consumers who want pre-built experiences however additionally supply tools for purchasers who desire a more personalized event. during this case, the newly released virtual agent would meet the needs of many organizations that wish to offer this as an choice. businesses with extra complex wants would use the low-code choice or construct their personal the usage of APIs.




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