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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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.
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Talkdesk Expands Cloud Contact Center Offerings with Virtual Agent
Powered by the company’s analytics and reporting engine Talkdesk iQ, the intelligent assistant is a voice-enabled chatbot tapping a knowledge base and text-to-speech technologies to enable conversational assistance.
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Webinar: “Enhancing Artificial Intelligence with Human Insight”
In this webinar (Thurs, Feb 20), learn how enterprises are building on the strengths of AI that support automated virtual assistants to make the most out of Conversational AI investments.
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Webinar: “Automated Assistance – Shaping the Future of Digital Customer Support”
In this free webinar, learn how digital-first businesses that implement automated, conversational messaging for customer service are making an impact on the bottom line.