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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The Power of The 3 A’s: Automate, Authenticate, and Analyze
Sestek’s full-stack of speech processing technologies enable organizations to increase efficiency and performance by capturing conversational insights to improve business flows.
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Webinar: Digital Onboarding – The Gateway to Secure Remote Commerce
Join Opus Research for a conversation with executives from Daon (July 28th) to hear how identity proofing and onboarding can make or break the modern customer experience.
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Opus Research Report: “How to Thwart Fast-Changing Fraud Workflows”
Applying AI and biometrics-based authentication to thwart fraudsters helps build trust between companies and their customers while minimizing burdens on contact center agents and fraud investigators.
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All Eyes on the IVR: Why Your Business Needs a Better IVR Dashboard
The Opus Research “Vendors that Matter” series features Speech-Soft Solutions’ Real-Time Reporting & Analytics IVR Dashboard and how it enables speedy IVR analysis and business insights.
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Opus Research Report: “State of Intelligent Authentication & Fraud Prevention 2021”
Based on a global survey of 250 of executive decision makers, Opus Research and SymNex Consulting present critical themes and near-term predictions for organizations implementing authentication technologies and fraud prevention solutions.
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Webinar: “New Truths about Self-Service – Enabling Conversational Intelligence”
In this on-demand video discussion, learn how Sestek is applying the “3 A’s” — automate, authenticate, analyze — to leverage conversational data in an AI-powered orchestration platform for real-world business benefits.
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Kasisto Shows the Promise of an Intelligent Banking Advisor with Enlighten
The “cognitive banking” intelligent assistant solution combines financial data and interaction history to create contextual, guided conversations for customers.
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Opus Research “Vendors That Matter” Series: Uniphore
Opus Research features Uniphore and its “Conversational Service Automation” solutions that combine AI, RPA, and front-office automation tools and capabilities.
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Webinar: Action Plan for ASR – Applications for Conversational Intelligence
Businesses are just scratching the surface when it comes to employing the insights derived from speedy, accurate automated speech recognition. Learn more about real-world ASR applications.
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Opus Research Report: 2021 State of Automatic Speech Recognition
Companies are just beginning to learn how to leverage the potential value of conversations captured between customers, contact centers, and intelligent assistants.