Avaya Customer Engagement Solutions Design : 3381X

  • Exam Code: 3381X
  • Exam Name: Avaya Customer Engagement Solutions Design Exam
  • Updated: Oct 01, 2026
  • Q&As: 0 Questions and Answers

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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. Avaya engagement platform capabilities overview
        • 2. Contact center solution components and integration
          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
                  Solution Design and Implementation Approach- Design methodology
                  • 1. Requirement analysis and solution mapping
                    • 2. Design validation and optimization principles
                      - Customer engagement solution architecture design
                      • 1. Scalability and resilience considerations
                        • 2. Cloud and on-prem deployment design patterns
                          Solution Integration and Customer Experience Technologies- Digital engagement technologies
                          • 1. Self-service and automation strategies
                            • 2. Chatbots and AI-assisted engagement
                              - Integration components
                              • 1. APIs and communication channel integration
                                • 2. CRM and backend system integration concepts

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