?? The future of work is changing fast—especially in the contact center. AI is transforming how businesses handle customer interactions, automating tasks, and redefining the role of human agents. But what does this really mean for the workforce? Interesting discussion underway with Ian Jacobs, Bruce McMahon, Theresa Gebert, and Edwin Margulies. #EC2025 #EnterpriseConnect Opus Research
Opus Research
信息技术和服务
St Paul，MN 857 位关注者
Analysis and expertise focused on #CX, #ConversationalAI, #GenAI, #LLMs, analytics, and Conversational Intelligence
关于我们
Opus Research is a diversified advisory and analysis firm providing critical insight on software and services that supports digital transformation. Opus Research is focused on the merging of intelligent assistance, NLU, machine learning, conversational AI, conversational intelligence, intelligent authentication, service automation and digital commerce. Sector analysis includes: * Conversational Intelligence – Inside contact centers and beyond, leveraging speech and conversational analytics, first-party data, and extending throughout the enterprise into digital settings. * Intelligent Assistants & Conversational AI – Exemplary integrations of chatbots, voicebots, and intelligent assistants using natural language understanding, speech processing, machine learning, artificial intelligence and analytics to support customer care, employee assistance, e-commerce, messaging and device control. * Intelligent Authentication (Identification, Verification & Fraud) – An area of long-standing market expertise in voice security, biometrics & analytics, Opus Research covers identity management, customer authentication and fraud prevention to support trusted commerce. Opus Research interacts with its clients through three distinct channels: * Advisory Service — Primary offering is our subscription-based Advisory Service in which clients gain access to our forecasts, market models and analysis, which support strategic planning, business development and go-to-market tactics. * Consulting Services — Providing clients with in-depth research and analysis related to specific business issues that they face in the interactive services sector. * Industry Events — Opus Research develops, produces and participates in a multitude of successful and informative events. Contact: For more information about our reports, research or becoming an Opus Research client. Pete Headrick Managing Director E | [email protected] P | 1-415-904-7666
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https://www.opusresearch.net
Opus Research的外部链接
- 所属行业
- 信息技术和服务
- 规模
- 2-10 人
- 总部
- St Paul，MN
- 类型
- 私人持股
- 创立
- 1985
- 领域
- industry analysts、ConversationalAI、Biometrics、Customer Care、Customer Service、AI、Authentication、Fraud Prevention、Speech Analytics、Chatbots、Intelligent Virtual Assistants、Research、Conversational Intelligence、Machine Learning、NLP和Speech Technologies
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893 Hague Ave
US，MN，St Paul，55104
Opus Research员工
动态
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From the desk of Amy Stapleton, read the latest observations from Cognigy's customer and analyst confab.
Fresh home from Germany, and on her way to #EnterpriseConnect2025, Amy Stapleton posted these findings and observations from Cognigy's #Nexus2025 https://lnkd.in/gxe3WtfC
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At Cognigy's Nexus 2025 Summit, customers eagerly showcased their business wins while Cognigy's team unveiled exciting product innovations. The event buzzed with fresh ideas, genuine AI excitement, and celebration of what teams are actually achieving with the technology today. For more details on my observations, see the link in the comments to today's post on Opus Research.
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"Opus Research’s Amy Stapleton chats with Gridspace Head of Engineering Anthony Scodary and Gridspace Conversation Designer Cooper Johnson as they focus on the critical trust and safety concerns surrounding AI voice agents.?" https://lnkd.in/gWV6_7u9
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#AgenticAI is more than just a buzzword. It’s redefining how businesses automate and enhance customer interactions. But how can organizations implement it effectively? Join Opus Research and IntelePeer on March 27 for a deep dive into purpose-built automation and practical strategies for harnessing agentic AI. Our experts will break down real-world use cases, best practices, and the key technologies driving AI-powered automation forward. Save your seat today: https://bit.ly/3QJGoA2
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#AgenticAI is more than just a buzzword. It’s redefining how businesses automate and enhance customer interactions. But how can organizations implement it effectively? Join Opus Research and IntelePeer on March 27 for a deep dive into purpose-built automation and practical strategies for harnessing agentic AI. Our experts will break down real-world use cases, best practices, and the key technologies driving AI-powered automation forward. Save your seat today: https://bit.ly/3QJGoA2
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Last week I had the pleasure of attending Zoho's amazingly large analyst event. The proceedings exposed some really intriguing possibilities--especially around how partners can capitalize on core vendors' agentic AI efforts. Here is my take. My sincere thanks to Sandra Lo for having me! #Zoho #agenticAI #agentic #AIAgents #marketplace #CX
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Amy Stapleton writes about Cisco's AI Defense solution and offers guidance to help organizations proactively addressing the vulnerabilities of GenAI while maximizing its potential. For #CCaaS vendors and other enterprises integrating LLM-based solutions, the question is no longer whether to invest in #GenAI but how to secure it.
Cisco unveiled their new AI Defense solution yesterday, offering another option for securing generative AI applications. Great to see more of these tools emerging to help enterprises tackle risks and build trust in GenAI. https://lnkd.in/en5gkma7
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Two big take-aways from Ian Jacobs' post at Opus Research augment long-standing beliefs and important positions: -The #ContactCenter is much more than #Agents: Teams, supervisors, and support staff stand to benefit from deployment of #AI -#CX is much more than #CustomerService: Conversations and interactions take place across multiple touchpoints IRL. https://lnkd.in/gvhxvq6r
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The acquisition of innovative customer data platform provider ActionIQ and Infoworks.io gives Uniphore a new, unified cloud architecture that combines intelligent agents, adaptable models, and knowledge processing to deploy #AI solutions quickly and securely. via Ian Jacobs