Services

Opus Research is a research-based advisory firm providing critical insight and analysis of enterprise spending on software and services that support multimodal customer care. Opus Research calls this market “Conversational Commerce” with tailored coverage and sector analysis to include:

  • “The Social Contact Center” – Evaluating enterprise spending on speech processing, call processing, application logic and professional services to provide multimodal customer care. This practice tracks competition and cooperation among old guard contact centers and CRM infrastructure providers, in conjunction with Web services specialists, collaboration tool providers, cloud services and providers of social platforms.
  • “Voice in the Cloud” – Looking specifically at the role of the phone and voice conversations in the increasingly Web-based world of e-commerce and communications. Focus on hosted service providers for voice processing and call processing, as well as cloud-based resources that add CRM, mobile apps and a variety of tools and application building blocks for developers, IT departments and go-to-market partners.
  • Internet2Go – Paying special attention to firms that support mobile search, location-aware services and tools for “monetizing” mobile services, including targeted advertising, pay-per-action and subscription services.
  • Voice Biometrics – An area of long-standing market expertise, Opus Research covers the use of voiceprints and voice biometric engines and application logic for speaker verification and identification.

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.

Research & Analysis

Opus Research provides market analysis to support strategic planning and go-to-market tactics for providers of core technologies. We have compiled a mature and tested knowledge base and forecasting tool in the areas of voice, directory and identity-based application infrastructures and mediated services to provide clear guidelines for success in an ever-changing multimodal customer care landscape.

Surveys & Market Trends

Opus Research conducts intensive qualitative and quantitative research of service providers, vendors and end users. Through consumer surveys and executive interviews, we investigate the key factors that impact success, including competitive forces, growth drivers, potential obstacles, technological, and regulatory issues and trends.

Contact: For more information about our reports, research or becoming an Opus Research client.
Pete Headrick
Director of Business Development
E | pheadrick@opusresearch.net
P | 1-415-904-7666