New Opus Research report traces agentic commerce back to its conversational roots and maps who the agent works for, how much authority it holds, and what brands need to build now.
Conversational Intelligence
NiCE Delivered on Cognigy. Now Comes the Hard Part.
One year after acquiring Cognigy, NiCE showed analysts in Maui that it has largely delivered on its integration promises. The harder test now is helping enterprises govern and operate AI agents at scale, not building them.
The New Economics of Agentic Voice AI: The True Cost Per Resolution
Join Opus Research and USAN to look past per-token pricing and find out what it really costs to resolve a customer conversation with agentic voice AI, and how to forecast that cost at scale.
Five9’s “Humantic” Bet Is Really a Bet on Conversations
Five9’s new leadership team is betting that conversation data and an open, neutral interaction layer will matter more than owning every AI agent in the stack.
Salesforce’s Fin Acquisition Expands Its CX Ambitions Beyond Agentforce
Fin gives Salesforce a faster, self-service route to customer-service AI, while Agentforce Contact Center brings voice, digital channels, and AI context onto a common platform.
Salesforce’s Agentic Enterprise: A Coherent Architecture, an Unfinished Operating Model
Dreamforce 2026 showed a fast-maturing Agentforce whose reach in CX will depend on coordination, CCaaS, and workforce design.
AI Platform Selection for CX Is Now an Architecture Decision
AI platforms get chosen on their best day and judged on their worst. Opus Research lays out the five durability dimensions CX leaders should pressure-test, with healthcare as the hardest proving ground.
Agent Sprawl Is a Success Problem That Needs an Operating Model
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
Beyond the Bot: Verint’s Architecture for Scalable Agentic CX
The release of Agent Factory and Desktop Intelligence expands Verint’s automation portfolio and emphasizes an outcome-oriented go-to-market approach.
AI Agents Enter the Workforce: Takeaways from NiCE World 2026
NiCE isn’t bolting AI agents onto CXone, it’s building the control plane underneath and a new operating model for the hybrid workforce.