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IQ
The Avaya IQ contact center unified reporting and analytics platform consolidates data from Avaya customer service solutions and enterprise business resources, to deliver real-time and historical insights into both customer and agent activity. Avaya IQ reports on inbound and outbound calls, time spent in self service, as well as email and web chat sessions.
Avaya IQ provides hundreds of standard reports, including dashboards that support cross-tab, drill down, and roll up for easy analytics. Customers can easily create their own reports or customize existing reports. These outputs let managers relate activity to results, allowing them to make more informed decisions that maximize contact center efficiency and the customer experience.
Features and Benefits
Get deep business insights
Ongoing, in-depth data analysis gives businesses a single, enterprise-wide view of the total customer and agent experiences. These insights can help managers make faster, better-informed decisions.
Ongoing, in-depth data analysis gives businesses a single, enterprise-wide view of the total customer and agent experiences. These insights can help managers make faster, better-informed decisions.
Keep your business on target
IQ reports are highly customizable, allowing companies to focus on the metrics that best relate to their long-term and short-term goals.
IQ reports are highly customizable, allowing companies to focus on the metrics that best relate to their long-term and short-term goals.
Get the power you need
IQ is available as an application, or as a turnkey hardware/software product for small and mid-sized businesses. It offers Web-based reporting that eliminates the need to manage a desktop application, and enhanced security, including granular permissions with links to LDAP for user authentication.
IQ is available as an application, or as a turnkey hardware/software product for small and mid-sized businesses. It offers Web-based reporting that eliminates the need to manage a desktop application, and enhanced security, including granular permissions with links to LDAP for user authentication.
