Opus Research’s Ian Jacobs and Peter Headrick talk all things EC with special attention paid to AI pricing, CX orchestration, and the strategic role of data platforms.
Intelligent Authentication
NiCE Cognigy Nexus 2026: Agentic AI Finds Its Footing in the Enterprise
Nexus 2026 showcased NiCE Cognigy customers leveraging AI for CX and a palpable urgency to foster innovation, increase reach, and deliver value fast.
Views from Vienna: NICE’s Vision for Success in an AI-First CX Era
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.
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.
Tackling Deepfake Audio Risks in Voice Security
Discover how deepfake audio fraud is evolving at an alarming rate and what proactive steps your organization can take to defend against sophisticated AI-based attacks.
Microsoft’s Voice Biometrics Retreat: What Practitioners Need to Know
Rather than viewing Microsoft’s abandonment of the market for contact center voice authentication as merely a technology migration, organizations should use the inevitable transition as a strategic opportunity.
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.