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.
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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.
Opus Research Welcomes Ian Jacobs as VP and Lead Analyst
Previously at Forrester, Jacobs has been at the forefront of research on conversational AI, covering the technology and its applications in customer service since 2005.
United Airlines, TXU Energy, and Memorial Hermann Among Opus Research’s 2024 Conversational AI Award Winners
Opus Research awards celebrate outstanding achievements in the application of NLU, Conversational AI, and Generative AI business use cases.
Views from the NICE Analyst Summit: Introducing the Experience Continuum
One key takeaway from NICE’s recent Analyst Summit in Peru is that an “interactions-centric cloud platform” is foundational to every enterprise’s plan to improve CX and employee engagement in the digital age.
Opus Research Announces 2023 Conversational AI Award Winners
This year’s winners of excellence in Conversational AI deployments include: Johnson & Johnson, LBC Express, McKesson, TELUS and Memorial Hermann / Waypoint Healthcare Solutions.
Zoho Proves That “Business Intelligence” Is Not an Oxymoron
The recent release of Zoho Business Intelligence (BI) Platform strikes a great balance between automation for data prep and AI for conversational queries and predictive analytics.
The Five Scandals of Amazon Alexa and Google Assistant
If Amazon Alexa or Google Assistant were a person, what kind of person would they be, given their conversational behavior?
Webinar: The Shift to Customized Voice Assistants: How Will You Compete?
SoundHound Inc., and RAIN join Opus Research as they unveil global survey results on current trends, key challenges, and untapped opportunities of implementing custom voice assistants.
How Measuring the Intelligence of Virtual Agent Conversations Improves Performance
Solution provider Haptik has developed an important new framework (“Intelligence Satisfaction Score”) that measures the effectiveness of successful intelligent virtual assistant conversations.