An exclusive Opus Research report details organizational processes and the decision-making factors involved for purchasing, implementing and measuring success for enterprise customer experience initiatives.
Interactive Voice Response (IVR) technology is entering a new world of choice and customer empowerment, augmenting resources that bring both visual and voice resources into each customer’s critical path.
Opus Research analyzes the offerings of leading platform vendors who give companies the power to enable customers to use their device-of-choice and channel-of-choice at their time-of-choice.
Intelligent Virtual Assistants are the go-to resource for customer care, tech support and marketing – becoming the basis for $700 million in investment by 2016, according to Opus Research.
Opus Research report details how to combine voice biometrics plus facial recognition to achieve a high-level of authentication for personalized commerce, communications and collaboration.
Voice biometrics can be an effective way to combat imposters who use phone-based channels to perpetrate identity theft and “merchant fraud.”
Customer care and self-service strategies now leverage Big Data, Predictive Analytics, Machine Learning and Natural Language Processing to foster simple, speedy task completion and customer empowerment.
Featured Research Today’s customer authentication methods are from another age. Opus Research interviewed security and customer care professionals in Global 100 companies to learn about their perception and attitudes toward passive authentication of customers using voice. Respondents provided insights into… Read More ›
Supporting BYOD is just a starting point for a whole range of services and capabilities that IT departments around the world can support as they nurture new applications that make network reliability, security and performance paramount.
We used to laugh at the idea of “the talking toaster” when thinking about the gratuitous addition of a speech-based interface to household appliances, consumer electronics, self-service kiosks or even ATMs. Now the machines laugh at us, as improvements in natural language understanding, artificial intelligence and text-to-speech rendering make phones, tablets, computers and (yes) household appliances more conversational, human-like and responsive to spoken input.