Avaya Customer Engagement Solutions Design : 3381X

  • Exam Code: 3381X
  • Exam Name: Avaya Customer Engagement Solutions Design Exam
  • Updated: Sep 10, 2026
  • Q & A: 0 Questions and Answers

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Avaya 3381X Exam Syllabus Topics:

SectionObjectives
Topic 1: 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
          Topic 2: Contact Center Operations and Optimization- Operational efficiency
          • 1. Call routing and queue management design
            • 2. Performance and service level optimization
              - Agent and supervisor experience
              • 1. Workforce optimization concepts
                • 2. Agent productivity and engagement tools
                  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: Customer Engagement Solutions Design Fundamentals- Avaya Customer Experience Architecture
                          • 1. Contact center solution components and integration
                            • 2. Avaya engagement platform capabilities overview
                              - Omni-channel customer engagement concepts
                              • 1. Voice, chat, email, social integration in contact centers
                                • 2. Customer journey and interaction lifecycle design

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