Author Archives
Derek Top, Principal Analyst & Research Director, Opus Research
Derek Top is Principal Analyst and Research Director for Opus Research, a diversified advisory firm tracking how AI, LLMs, and advanced technologies are impacting customer experiences and enterprise applications. For more than 20 years, he has been covering technology innovation and spearheading analysis about how Conversational AI and Conversational Intelligence technologies transform businesses and reshape customer experiences.
Previously, Top served as senior associate editor with Optimize magazine and InformationWeek covering business technology and enterprise IT trends for CMP Media and UBM. Before joining CMP, Top was managing editor with Streaming Media, Inc. Prior to Opus Research, he was senior editor and program director at the Trellis Group. There he helped produce the VERGE conference series and wrote about how technology convergence drives innovation for smart energy and sustainability.
Contact: [email protected]
Twitter: @derektop
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Webinar: “Survival Guide to the 50 Shades of Phone-Based Fraud: The Pandemic Edition”
Join Opus Research and software provider NICE to learn about cloud-based contact center solutions and the latest technologies for intelligent authentication and fraud-loss prevention. (June 25)
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Webinar: “Introducing Native Process Automation – AI-Infused Workflows for Contact Centers”
Join Thrio, TELUS International and Opus Research for this free webinar (Tuesday, June 2nd) to learn how AI-infused workflows and cloud-based services support both agent-based and automated self-service.
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Introducing Native Process Automation: The Foundation of Practical Workflow Management
Developed and put into practice by cloud-based contact center specialist, Thrio, NPA workflows are clear, simple, and have the potential deliver the key benefits that enterprises expect from Conversational AI.
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Conversational Intelligence Intelliview: Converting First-Party Data to Business Insights
Firms included in this exclusive report represent a diverse set of disciplines, each with solutions to analyze conversational content and “first-party data” to increase sales and achieve business goals.
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Opus Research “Vendors That Matter” Series: Waterfield Technologies
Waterfield Technologies offers the Blueworx IVA Platform, a cost-effective platform to manage self-service resources and conversational virtual assistants at enterprise scale.
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Opus Research “Vendors That Matter” Series: Zoho
Zoho offers affordable, business-driven, AI-infused applications that integrate with the collaboration, productivity and CRM tools most businesses are already using.
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How Measuring the Intelligence of Virtual Agent Conversations Improves Performance
Solution provider Haptik has developed an important new framework (“Intelligence Satisfaction Score”) that measures the effectiveness of successful intelligent virtual assistant conversations.
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Marchex Expands Conversational Analytics Offerings with Sonar Technologies
In acquiring Sonar, a specialist in SMS messaging tools, Marchex expands its conversational dataset with the opportunity to leverage AI to improve both employee and customer workflows.
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“Webinar: Measuring the True Effectiveness of Virtual Assistants”
Interactive webinar (Thursday, Mar 19th), featuring a new groundbreaking report from Haptik (“Intelligence Satisfaction Score”) that delves into the emerging frameworks to measure the effectiveness of intelligent virtual assistants.
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Opus Research Report: “Enhancing Artificial Intelligence with Human Insight”
Real-world use cases that illustrate how to build on the strengths of Conversational AI that support automated virtual assistants and let customers control the way they interact with enterprises.