Building the Analytics Flywheel for Conversational and Agentic AI
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Recent Posts
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AI Platform Selection for CX Is Now an Architecture Decision
AI platforms get chosen on their best day and judged on their worst. Opus Research lays out the five durability dimensions CX leaders should pressure-test, with healthcare as the hardest proving ground.
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Agent Sprawl Is a Success Problem That Needs an Operating Model
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
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When AI Inference Becomes a Market
Stripe’s acquisition of OpenRouter signals that AI inference is becoming its own marketplace. What does that mean for CCaaS vendors and their growing role as inference brokers?
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Are Smarter AI Models Leaving Your Agentic Workflows Behind?
Anthropic’s Opus 5 shows that more capable models may require a new approach to context engineering, with important implications for CX agentic workflows built around older model behaviors.
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AI Economics Get Awkward in the Contact Center
Despite the hype, AI agents aren’t always cheaper than humans. This means brands may need to rethink their agentic approach.
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Beyond the Bot: Verint’s Architecture for Scalable Agentic CX
The release of Agent Factory and Desktop Intelligence expands Verint’s automation portfolio and emphasizes an outcome-oriented go-to-market approach.
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The AI AGENT Act Assumes One Future for AI Agents. What If We Get Another?
Warner’s draft AI agent legislation addresses real challenges around trust and platform access, but bets on one narrow vision of how the agent market will evolve.
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Claude Tag Offers a Glimpse Into the Next Generation of Human AI Collaboration
Anthropic’s Claude Tag offers a glimpse into how humans and AI may collaborate as teammates, and what that means for the future of hybrid contact center workforces.
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AI Agents Enter the Workforce: Takeaways from NiCE World 2026
NiCE isn’t bolting AI agents onto CXone, it’s building the control plane underneath and a new operating model for the hybrid workforce.