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Companies who use Avaya contact centers have long depended upon Call Management System (CMS) as an essential tool in managing their centers. This paper describes how a new offering, Avaya IQ, builds upon CMS to deliver exciting new capabilities. Full-time tracing and "Agent Behavior" analysis in Avaya IQ deliver an unparalleled picture of agent activity, giving managers the tools to improve the customer experience and maximize agent productivity Reporting now easily spans contact center locations, functions, and organizations with user-defined groups, to help learn more about customers and their calling experiences.
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