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: “Hiding in Plain Sight: How to Infuse AI Into Your IVR”
How to train IVRs, the workhorse of automated self-service, to be the cornerstone of your company’s Conversational AI strategy.
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Opus Research Report: “Decision Makers’ Guide to Enterprise Intelligent Assistants (2021 Edition)”
Evaluating intelligent assistant solution providers to better understand natural-language technology, integration points, track record, and future vision for Conversational AI.
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Webinar: The Shift to Customized Voice Assistants: How Will You Compete?
SoundHound Inc., and RAIN join Opus Research as they unveil global survey results on current trends, key challenges, and untapped opportunities of implementing custom voice assistants.
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Opus Research Report: Conversational Engagement: A Clear Path from IVRs to IVAs
The global pandemic has accelerated IVRs’ evolution from an off-putting electronic gatekeeper into more helpful intelligent virtual assistants.
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The Commercial Case for Intelligent Authentication
This next installment of the “The Business of Intelligent Authentication” video series delves into the real-world realities in developing the commercial case for customer authentication and fraud prevention.
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Getting Contact Center Authentication Right in 2021
In this first installment of the “The Business of Intelligent Authentication” video series, Matt Smallman and Dan Miller address the security gaps of customer authentication in contact centers.
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Marchex’s Marketing Edge Demonstrates the Power of Conversational Intelligence
Leveraging NLP, conversational analytics and machine learning for call tracking and attribution can improve digital marketing performances.
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Opus Research Report: Stopping Fraud at The New Front Door (Spelled “IVR”)
How an end-to-end approach that spans time, channels and multiple data sources can detect fraudster activity in the IVR.
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Webinar: “The New Authentication Ecosystem: A Primer”
Join Opus Research, SymNex Consulting and LumenVox in a live video chat to hear research findings and insights from the recently published “2020 Intelligent Authentication and Fraud Prevention Intelliview.”
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Video: Creating Business Value with Today’s Intelligent Authentication Solutions
As enterprise decision makers seek competitive context for implementing voice authentication and fraud prevention technologies, who better to turn to than the expertise at Opus Research and SymNex Consulting.