• Exam Code: 132-S-708.1
  • Exam Name: Specialist: Avaya Voice Self-Service Design Elective Exam
  • Certification Provider: Avaya
  • Corresponding Certification:Avaya-Certification
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Avaya 132-S-708.1 Exam Syllabus Topics:

SectionObjectives
Integration and Deployment Considerations- Backend system integration
  • 1. Security and compliance considerations
    • 2. CRM and database connectivity
      Avaya Voice Self-Service Solutions- Avaya IVR and automation components
      • 1. Integration with telephony systems
        • 2. Call routing and orchestration
          Voice Self-Service Architecture- IVR system fundamentals
          • 1. Menu structure and navigation design
            • 2. Call flow design principles
              Customer Experience Optimization- Self-service usability principles
              • 1. Reducing call abandonment
                • 2. Improving containment rates
                  Speech and DTMF Interaction Design- Speech recognition fundamentals
                  • 1. Prompt engineering and user input handling
                    • 2. Error handling and fallback strategies

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