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.
Intelligent Authentication
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.
Building the Analytics Flywheel for Conversational and Agentic AI
Join Opus Research and Aqurio to learn how unified analytics across AI, human, and hybrid interactions drives a continuous improvement loop for conversational and agentic AI.
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.
Opus Research Report: Why Customer Experience Needs an AI Agent Control Plane
New Opus Research report defines the five layers of a complete AI agent control plane, and why no single vendor will deliver it.
Beyond AI Agents: Building the CX Control Plane
Join Opus Research and Cyara (June 17th) to talk about the agentic control plane and what it takes to evaluate, govern, and continuously improve AI agents in real CX deployments.
Opus Research Report: How AI Is Reshaping CCaaS Spend
Opus Research projects core CCaaS platform spend (routing, channels, the interaction layer everyone pays for) will compress, but the mix within it shifts meaningfully as AI moves from overlay to operating layer.
Enterprise Connect 2026: Orchestration, Pricing, and Power Plays
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.