Author Archives

• Zoho Launches Marketing Plus, a Unified Platform for Marketing Activities and Intelligence

  By Scott Baker on May 10, 2022 • ( 1 )

  

  Marketing Plus focuses on marketing project and deployment orchestration, management, and measurement, providing stakeholders across the entire marketing organization with a unified view of collaboration details, campaign status, and performance.

• Webinar: “How Conversational Intelligence Drives Agent Productivity and ROI for Telecoms”

  By Scott Baker on May 9, 2022

  

  In this upcoming live webinar, we highlight conversational intelligence benefits for agent productivity and ROI for Telecoms.

• Enterprise Connect: Where the Conversational Cloud Reigns

  By Scott Baker on March 28, 2022

  

  The whole thing felt…normal? I think that’s the word, normal. Enterprise Connect 2022 kicked off a series of good ol’ fashion in-person events for the Opus Research team and marked the return to “conference normal” for so many of you,… Read More ›

• Opus Research “Vendors That Matter” Series: RedRoute

  By Scott Baker on March 16, 2022 • ( 1 )

  

  A profile of RedRoute, the SaaS-based Voice Automation technology beloved by eCommerce brands for offloading high volume user questions and action-based outcomes where a human agent is not required.

• Opus Research “Vendors That Matter” Series: Interactive Media’s PhoneMyBot

  By Scott Baker on February 21, 2022 • ( 1 )

  

  Opus Research outlines how Interactive Media’s PhoneMyBot enables voice channels with your existing chatbot integration.

• LivePerson Taking Curiously Human™ Approach to a Better Customer Experience

  By Scott Baker on February 15, 2022 • ( 1 )

  

  LivePerson’s approach establishes a “common customer engagement template” supporting asynchronous conversations over chat, messaging platforms and voice channels.

• Webinar: “Getting Technical with Enterprise Voice Deployments”

  By Scott Baker on November 30, 2021 • ( 1 )

  

  In the second part of our “Strategies to Enable Voice for Chatbots” webinar series, Dan Miller and Scott Baker from Opus Research, and Livio Pugliese from PhoneMyBot discuss the technical requirements for adding voice to chatbot solutions. Join us for… Read More ›

• Marchex Anywhere: A New Hub for Conversational Intelligence

  By Scott Baker on November 16, 2021 • ( 3 )

  

  Marchex has been busy. Way back in the pre-pandemic days of December, 2019, Opus Research highlighted Marchex in our Vendors That Matter series. It was a transformational time when we started liberally using the term “conversational intelligence” to better express… Read More ›

• Webinar: “Strategies to Enable Voice for Chatbots – Integrating Voice into Omnichannel Bot Solutions”

  By Scott Baker on November 5, 2021

  

  A text-based chatbot is table stakes for the enterprise, but it’s just one part of a solution to meet customers in their support channels of choice. So what does it take to extend the hard-won value of your chatbot to… Read More ›

• Looking Back: My First Day at Opus Research (a.k.a. Yesterday)

  By Scott Baker on September 16, 2021 • ( 1 )

  

  Wherein the new guy at Opus Research reflects on his first day as senior analyst.