The CX provider’s annual Analyst Summit featured a new, palpable leadership energy and a clear through-line of automating workflows for end-to-end customer journey orchestration.
Intelligent Assistants
Dreamforce 2025: Salesforce Stakes Its Future on Agentforce
Agentforce took center stage at Dreamforce with Salesforce recasting growth around agentic AI and launching products focused on conversation intelligence.
The BPO Wake-Up Call: AI Is Rewriting the Rulebook
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.
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.
NiCE Interactions 2025: Agentic AI, Better Data, and a Whole Lot of Partnership
AI in CX is growing up—now acting, orchestrating, and integrating across systems to deliver real outcomes.