Calabrio’s acquisition of Wysdom supports its customers in their shift towards augmenting human agents with AI-powered capabilities.
Articles
Our Analysts Predict…
Opus Research Analysts Amy Stapleton and Dan Miller provide predictions for Conversational AI and Generative AI in the the contact center (and enterprise-wide) in the coming year.
Is the Promise of Conversational Commerce Getting Closer?
Conversational Commerce, where we as consumers can actually chat with intelligent AI-powered assistants, has long been a dream. Now that LLM-powered shopping chatbots are emerging, that dream may soon be a reality.
Much Ado About Amazon Q
The race for LLM leadership is an expensive proposition, and one that Amazon has elected not to enter. But the introduction of Amazon Q offers Gen AI benefits for both back-office employees and CX via Amazon Connect.
Perspectives on Verint’s Analyst Days
Verint’s Analyst Days provided detailed descriptions of current and forth-coming products and services.
Applied AI: Accelerating Impact at Customer Service (Webinar)
Join Opus Research and SESTEK (Dec 12) as they discuss how customer care organizations should evaluate and understand AI and LLMs to improve CX and business outcomes.
What Managers Need to Know about LLMs: Unlocking the Power of Transformative AI
CX executives must recognize how vendors provide tools for their employees to serve customers better and improve overall business outcomes.
A Drill Down on LivePerson’s Latest Conversational Intelligence Offerings
LivePerson’s recently announced Conversational Intelligence enhancements that incorporate LLMs and GenAI
Human Intelligence: The Key to Harnessing Generative AI
As Generative AI transforms customer interactions and enterprise operations, human intervention is required to compensate for known shortcomings.
Invoca Simplifies GenAI Implementation at Scale
Signal AI Studio can measure and display the performance of individual promotional campaigns and help with targeting the right callers with the right message at the right time.