Opus Research seldom makes note of personnel changes on this site, but the hiring of Jose de Castro as Sr. Architect for Twilio Flex confirms the reality of a new world order for the Communications Platform as a Service (CPaaS)…. Read More ›
Articles
Opus Research Report: “How AI-Based, Zero-Effort Authentication is Changing the Customer Experience”
In this white paper, Ravin Sanjith with Opus Research outlines how voice biometrics-based, “zero-effort authentication” enables intelligent automation, reduced customer effort (no more PINs and passwords), and improved confidence in security.
Zoho Brings Conversational AI to Full Suite of CRM and Customer Service Products
As a leading provider of business, collaboration, and productivity applications, Zoho has integrated conversational AI capabilities into its suite of products with “Zia,” an intelligence-enabled assistant and analytics engine.
Opus Research Report: “Machines Search for Meaning: Tackling the Chaos of Big Data for Customer Care with AI”
How the implementation of Conversational AI can deliver pleasant customer experiences, improved agent and supervisor job satisfaction, and higher customer value.
Avaya’s Innovation Plans Embrace “AI” and Self-Sovereign ID
Avaya Engage 2019 – which attracted over 2,600 users partners, executives and analysts – is in the books. This year featured an upbeat vision for existing customers, partners and integrators to migrate significant amounts of their communications resources to new… Read More ›
Webinar: Outsmarting Contact Center Fraudsters with Supercharged Voice Biometrics
In this upcoming webinar (February 7, 2019), Opus Research and NICE discuss how the creation of high-quality fraudster watchlists from historical recordings is a revolution in the fight against fraud.
Webinar: How AI-Based, Zero-Effort Authentication is Changing the Customer Experience
In this on-demand webinar, Ravin Sanjith (Opus Research) and Alexey Khitrov (CEO, ID R&D) will discuss how voice biometrics, combined with AI techniques, can help deliver on the promise of secure, personalized digital self-service.
Vector Capital’s Acquisition of Aspect Emphasizes Both Customer and Agent Experiences
With more than $100 million of equity capital, Aspect sets its sights on how next-generation contact centers improve customer engagement with conversational, self-service tools and allow agents to focus on higher-value, customer-centric activities.
Interactions & Next Caller Partner to Beef Up Fraud Reduction Through Intelligent Virtual Assistants
Interactions’ partnership with Next Caller formalizes the layered approach it is taking to strengthen the security of conversations conducted through its IVA.
Conversational Commerce 2019: From Ego to Production in Record Time
With thousands of brands evaluating their options for implementing chatbots and intelligent virtual assistants it is clear that “Conversational Commerce” is no longer about platitudes or vague concepts; it’s about money.