Opus Research Welcomes Ian Jacobs as VP and Lead Analyst
Previously at Forrester, Jacobs has been at the forefront of research on conversational AI, covering the technology and its applications in customer service since 2005.
Recent Posts
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Navigating a Future of Automation: Strategic Insights from NICE’s Analyst Summit 2024
NICE executives presented their vision for CX automation at the NICE Analyst Summit 2024, where they showcased new features of the CXOne Mpower suite that boost human-free workflows.
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Zoom Unveils AI Companion 2.0: Advancing the AI-Assisted Workplace
AI Companion 2.0 represents an interesting leap forward in AI integration across Zoom’s ecosystem and the potential of predictive, autonomous assistance.
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How Invoca’s PreSense Enables Smarter Routing and Improved Conversion Rates
Customer intelligence tools, used by DIRECTV and MoneySolver, enable remarkable improvement in conversion rates for sales agents and smarter call routing.
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Open AI’s Realtime API: A Disruptor for Customer Self-Service?
The powerful Realtime API tool enables building sophisticated self-service voice applications advancing the state of the art in Conversational AI.
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Verint’s Engage 2024 Reveals the Practical Power of GenAI
At their customer event in Orlando, Verint introduces AI-powered bots for knowledge automation and analytics to drive real business outcomes.
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Notes An Opus Research Emeritus
It’s been 44 years since I started my first job as a technology analyst…Now that technology is harnessed, conversational, and democratized, my work is done.
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Vonage Plays to its Strengths (APIs and GenAI) with Recent Partnerships
Partnerships with SAP and Salesforce showcase Vonage’s arsenal of features and function have impact up-and-down today’s technology solution stack.
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From Voice-First to GenAI-First: Parloa Unveils its AI Agent Lifecycle Platform
Parloa’s AMP Studio provides a user-friendly interface for business designers to craft agent personas using natural language, defining the agent’s role, tone, and behavior when engaging with customers.
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Zoho Analytics: GenAI Solves BI’s Big Challenges
Zoho Analytics overcomes the challenges of democratizing BI by taking an end-to-end approach with four key focus areas.