Difference between Avaya IQ and Avaya CMS in Elite environment ?

[Optman]

Hi all

I have some confusion about Avaya IQ and Avaya CMS products operating in the Contact Center Elite environment, so when I read in the documentation, the description of both products is to provide real-time and historical reporting, so I don't see any difference between them...!!!!

Please if anyone has some explanations don't hesitate to reply me


Thanks in advance


Regards

 

[jmbailey]

I haven't seen IQ, but from what my rep tells me IQ is a reporting package but it allows you to take disparate systems and massage the data together for reporting purposes. So you could take your CRM system, CMS, some other database system and link all their data together for reporting via IQ. CMS allows only reporting of info from Elite.