Opus Research Report: Why Customer Experience Needs an AI Agent Control Plane
New Opus Research report defines the five layers of a complete AI agent control plane, and why no single vendor will deliver it.
Recent Posts
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Zendesk’s Big Bet on Owning the Resolution Layer
At the Zendesk Relate 2026 conference, the phrase “Autonomous Service Workforce” not only served as a marketing slogan but also shows how far Zendesk intends to go.
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What Production-Grade Agentic CX Actually Looks Like
Join Opus Research, SESTEK, and Zorlu Energy to learn how orchestrating AI agents, human teams, backend systems, and workflows actually resolve customer issues.
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Beyond AI Agents: Building the CX Control Plane
Join Opus Research and Cyara (June 17th) to talk about the agentic control plane and what it takes to evaluate, govern, and continuously improve AI agents in real CX deployments.
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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.
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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.