A four-year tracking survey of decision-maker’s attitudes about Speech Analytics technologies shows growing interest in real-time customer journey orchestration, AI and Conversational Service Automation.
Featured Research
Opus Research Report: “2019 Intelligent Authentication and Voice Biometrics Intelliview”
In this report, Opus Research evaluates 13 firms offering voice biometrics solutions and a single point of reference to understand the competitive differences for companies offering software, services or platforms for voice-based authentication.
Opus Research report: “DIY Guide to Chatbots and Virtual Assistants”
New technology platforms are accelerating proliferation of intelligent assistants and chatbots with predictive, cognitive and Natural Language Processing (NLP) resources used to deliver high-quality conversational experiences.
Opus Research Report: “New KPIs and Metrics for Intelligent Assistants”
Opus Research presents and analyzes core metrics in the implementation of chatbots and intelligent assistants and introduces emerging performance benchmarks for contact center and customer care operations, employee productivity, and, ultimately, the bottom line.
Opus Research Report: “How AI-Based, Zero-Effort Authentication is Changing the Customer Experience”
In this white paper, Ravin Sanjith with Opus Research outlines how voice biometrics-based, “zero-effort authentication” enables intelligent automation, reduced customer effort (no more PINs and passwords), and improved confidence in security.
Opus Research Report: “Machines Search for Meaning: Tackling the Chaos of Big Data for Customer Care with AI”
How the implementation of Conversational AI can deliver pleasant customer experiences, improved agent and supervisor job satisfaction, and higher customer value.
Opus Research Report: “Conversational Voice Response: Bringing the Best Tech Forward”
In this white paper, Dan Miller outlines how taking a Conversational Voice Response (CVR) approach augments basic IVRs with the latest technologies to create a new category of self-service platforms.
Opus Research Report: “In the Post-Telephone World, it is all about Conversational Messaging”
Artificial Intelligence (AI) has arrived, and it is here to stay — And with NLP and NLU, AI continues to demonstrate business value, especially with respect to service excellence and customer retention via intelligent conversations.
Opus Research Report: “Global Survey: Drivers For Deploying Speech Analytics (Year 3)”
Key findings from this global tracking study on speech analytics, in its third year sponsored by Uniphore, include: adoption trends by region and industry; impact of compliance regulation; growing interest in real-time applications, business objectives, virtual agents.
Opus Research Report: “Decision Makers’ Guide to Enterprise Intelligent Assistance” (2018 Edition)
Opus Research presents a comprehensive assessment of “enterprise-grade” Intelligent Assistant (IA) and chatbot solution providers underscoring the increased urgency felt by executives who champion the cause of Conversational Commerce.