Drawing on interviews with executive leaders in contact center outsourcing, Opus Research’s Ian Jacobs explores how forward-looking BPO firms are turning AI disruption into opportunity.
Conversational Intelligence
Zoho Cuts Through the Hype: AI Maturity Takes Work
In this Opus Video series interview, Zoho shares that organizations genuinely benefiting from AI are those eliminating process and data silos and leaning into mature digital practices.
From the Ground Up: Zoho’s Bold Steps in AI
Opus Research chats with Ram Ramamoorthy, Zoho’s Head of AI, about how their newly launched, homebuilt LLM enables advanced AI capabilities, including AI Agent Studio and automated speech recognition.
Your New Contact Center Co-Worker? AI. Your New Job? More Human Than Ever.
The latest Opus Research report examines how there is clear evidence that AI is generating new kinds of jobs in the contact center. Not in some hazy five-years-out future. Right now.
Why AI Agents Work: A Playbook for Sustainable Business Value
What sets leading contact centers apart isn’t aggressive automation—it’s strategic deployment. Opus Research lays out specific AI agent strategies to move from planning to action.
Humans in the Loop, Bots on the Clock: Building a Balanced CX Team
Join Opus Research’s Ian Jacobs and CallMiner’s Megan Keup to discover how to evaluate and measure performance across both human and AI agents.
NICE’s Acquisition of Cognigy: The Future is Now for AI in CX
The intended acquisition of Cognigy by NiCE shook the CX and CCaaS world. NiCE has dominated the landscape for CX platform solutions, while Cognigy has earned a reputation as a leader in conversational AI.
Getting It Right: What AI Agents Actually Mean for Customer Support (Webinar)
Join Opus Research, Observe.AI and SimpleOnline Healthcare to learn how to implement AI Agents successfully in order to ensure long-term business value.
Beyond the Basics: How AI Is Transforming B2B Sales at TP
Discover how TP is putting AI to work, spotlighting innovative ways sales experts are driving smarter, faster outcomes for partners and clients.
Five9 Launches Agentic CX: Toward AI Agents That Reason and Act
The new agentic CX capabilities introduce platform architectures and AI agent features that enterprises can use to drive business value.