OpenAI Workspace Agents and the Expanding Toolkit for CX Intelligence
OpenAI’s Workspace Agents point to a new layer of enterprise AI, potentially helping teams connect CX insights across tools, systems, and workflows.
Recent Posts
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Opus Research Report: How AI Is Reshaping CCaaS Spend
Opus Research projects core CCaaS platform spend (routing, channels, the interaction layer everyone pays for) will compress, but the mix within it shifts meaningfully as AI moves from overlay to operating layer.
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Webinar: Closing the Gap Between AI Pilots – Real Impact in Healthcare
Learn what it takes to evaluate AI strategy, understand what AI looks like at the point of care, and how to scale without scaling headcount.
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Conversational AI Grows Up Into a Consolidation Market
SoundHound’s LivePerson acquisition signals a new phase in conversational AI, where consolidation, scale, and omnichannel CX matter most.
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Claude Managed Agents and the Parts of CX Automation That Shouldn’t Last
Anthropic’s Claude Managed Agents highlights why enterprises need to separate durable business logic from the harness used to steer today’s AI models.
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Oracle’s Service Manager Workspace Hints at an AI Control Layer for Service Operations
Oracle’s Service Manager Workspace points toward a more agentic control plane for service operations.
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The Proof-of-Value Scoreboard: Measuring What Matters for BPO AI
Opus Research interviews TP, Alorica, TELUS Digital, iQor, Firstsource, and Atento to find credible proof of AI value depends a BPO’s strategy that connects breadth, rigor, and discipline.
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Zoom’s Next Act Runs Through CX
Zoom is turning CX from a side dish into proof that its platform and AI ambitions are getting real.
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Intercom’s Fin Apex raises the bar for AI CX vendors
Intercom’s Fin Apex suggests vertical AI models may become increasingly important in customer service.
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Agentic Shopping Gets Wired
Tokenized payment rails help AI agents shop and pay within defined limits.