Author Archives
Derek Top, Principal Analyst & Research Director, Opus Research
Derek Top is Principal Analyst and Research Director for Opus Research, a diversified analyst firm tracking Conversational AI, Generative AI, and Conversational Intelligence technologies. For more than 20 years, he has been covering how transformative technologies improve businesses and the customer experience.
Prior to Opus, Top was senior editor and program director at GreenBiz Group. There he helped produce the VERGE conference series and wrote about how the convergence of mobile and information technologies are driving innovation for smart energy and sustainability.
Previously, Top served as senior associate editor with Optimize magazine and InformationWeek covering enterprise IT trends for CMP Media. Before joining CMP, Top was managing editor with Streaming Media, Inc.
Contact: [email protected]
Twitter: @derektop
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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.
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Adaptive Digital Onboarding: Key to Building Customer Lifetime Value
Daon’s unique approach enables enterprises to manage customer identity and authentication throughout their lifecycle and across channels with minimum friction and maximum assurance.
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Fulfilling Conversational AI’s Promise in Your Contact Center
Uniphore’s Vijai Shankar joins Opus Research in this video discussion of the major impact of AI and automation on employee and customer experiences.
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Opus Research Report: “2021 Conversational Intelligence Intelliview”
Opus Research evaluates the products, services, positioning and potential of eleven firms that show leadership in helping enterprises surface insights from first-party data and make the most of Conversational Intelligence.
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Webinar: “Making Bots Both Affective and Effective”
CX and Customer Care professionals are clamoring for solutions that make voicebots and chatbots more “affective” as an “Emotional AI” solution. What could go wrong?