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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Opus Research Report: “2022 State of Voice Technology”
Key findings from a 2022 survey finds businesses are leveraging voice technology and conversational data to improve customer experiences and optimize voicebots for self-service.
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Webinar: “Highlights – 2022 Intelligent Authentication and Fraud Prevention Intelliview”
A live, interactive breakdown of solution providers who are actively deploying technologies that improve enterprise security and customer experiences with intelligent authentication and fraud prevention.
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Opus Research Report: “2022 Intelligent Authentication and Fraud Prevention Intelliview”
This annual report evaluates 22 solution providers from across the IAuth spectrum who are actively deploying technologies that improve enterprise security, efficiency and customer experience.
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Network Intelligence: A Modern Approach to Authentication and Fraud Prevention
A free eBook describing key shortcomings of traditional call center authentication and how you can more effectively prevent fraud with network intelligence.
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Zoho Enables Conversational Analytics for All Businesses
Major platform enhancements for Zoho One leverage Zia and natural language enterprise search to understand critical business decisions with greater precision and speed.
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Webinar: “The Voice Assistance Challenge – Exceeding Customer Expectations”
Opus Research and Poly AI explore new technologies that are now enabling enterprises to automate truly delightful customer experiences over the voice channel.
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Webinar: “Taking on the Insurmountable: Migrating Customer Care to the Cloud”
Opus Research and Speech-Soft Solutions describe critical steps businesses are taking to manage and maintain optimal customer care for both an on-premise and hosted environments.
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NICE Defines Foundation for Handling “Massively Asynchronous” Experiences
NICE unveils CXi, a decidedly non-contact-center centric framework for digital, multichannel communications that leverages real-time customer journey data for actionable Conversational Intelligence.
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Webinar: “The Age of Voice Innovation, Part II: What Keeps You Up at Night”
Understand strategies and tactics for introducing AI-infused voice technologies into customer care channels (Webinar, Oct 5)
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Managed CX: Techniques for Managing Your Digital Transformation
How managed customer engagement creates better solutions for Digital Transformation by relying on existing subject matter experts to leverage AI and automation tools ensuring success with customer care.