NICE unveils CXi, a decidedly non-contact-center centric framework for digital, multichannel communications that leverages real-time customer journey data for actionable Conversational Intelligence.
Conversational Intelligence
Looking Back: My First Day at Opus Research (a.k.a. Yesterday)
Wherein the new guy at Opus Research reflects on his first day as senior analyst.
Webinar: “The Age of Voice Innovation, Part II: What Keeps You Up at Night”
Understand strategies and tactics for introducing AI-infused voice technologies into customer care channels (Webinar, Oct 5)
“Audio Ergo Sum!” (Part 1)
Marketers continue to underestimate the importance of audio (voice and sound) as a ubiquitous presence in our daily lives and are poised to miss critical opportunities.
Managed CX: Techniques for Managing Your Digital Transformation
How managed customer engagement creates better solutions for Digital Transformation by relying on existing subject matter experts to leverage AI and automation tools ensuring success with customer care.
How Sonic Branding Builds Business Value in Conversational AI
Sonic branding is creating a unique sound for a brand or company that can then be incorporated into all of the brands’ audio touchpoints in one way or another.
Five Lessons Voicebots Have Taught Me
Concrete lessons about language, conversational rules, norms, and politeness strategies in the quest to build voicebots that emulate quintessentially human behavior.
Fulfilling Conversational AI’s Promise in Your Contact Center
Uniphore’s Vijai Shankar joins Opus Research in this video discussion of the major impact of AI and automation on employee and customer experiences.
Opus Research Report: “2021 Conversational Intelligence Intelliview”
Opus Research evaluates the products, services, positioning and potential of eleven firms that show leadership in helping enterprises surface insights from first-party data and make the most of Conversational Intelligence.
Webinar: “Making Bots Both Affective and Effective”
CX and Customer Care professionals are clamoring for solutions that make voicebots and chatbots more “affective” as an “Emotional AI” solution. What could go wrong?