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Avaya worked with customers just like to design Avaya IQ, the next-generation contact center reporting platform, so that Avaya IQ provides intelligent solutions for the business problems face every day. More than a dozen patents were filed during development of the first release, including the advances described in this paper. Intelligence in the computer realm is modeled after the marvelous human brain. Like the brain, computers have memory and analytical power. Brains do much more: In a changing environment, they grow and form new connections to make their owners more effective. Computers are far from competing intellectually with humans. But with the advent of Avaya IQ, they've come one step closer.
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