New Opus Research report defines the five layers of a complete AI agent control plane, and why no single vendor will deliver it.
Intelligent Authentication
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.
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.