Air-gapped AI brings secure conversational AI to regulated industries, trading speed for control and compliance.
Articles
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.
Reflections from Verint Engage 2025: AI, Bots, and the Future of CX Automation
Verint Engage 2025: workflow bots, ROI dashboards, and new AI tools driving measurable customer experience outcomes.
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.
Retail’s AI Companions: Williams-Sonoma Joins Walmart in Reimagining Shopping
Williams-Sonoma joins the agentic shopping trend with an AI culinary companion designed to help customers discover products, plan meals, and elevate everyday cooking.
211 Help Lines to Benefit from an Emerging Standard: vCons
Strolid and Frontline Group have formed an alliance to showcase the power of an emerging standard for aggregating, transporting, and sharing conversation intelligence called vCons (short for “virtualized conversations”).
Microsoft’s Voice Biometrics Retreat: What Practitioners Need to Know
Rather than viewing Microsoft’s abandonment of the market for contact center voice authentication as merely a technology migration, organizations should use the inevitable transition as a strategic opportunity.
From the Ground Up: Zoho’s Bold Steps in AI
Opus Research chats with Ram Ramamoorthy, Zoho’s Head of AI, about how their newly launched, homebuilt LLM enables advanced AI capabilities, including AI Agent Studio and automated speech recognition.
GPT-5 and Open-Weight Models: What Matters for CX and CCaaS Right Now
What GPT-5 and OpenAI’s open-weight models mean for CX/CCaaS: higher quality, private deployment options, clearer costs, and better tool-calling with RAG.
Your New Contact Center Co-Worker? AI. Your New Job? More Human Than Ever.
The latest Opus Research report examines how there is clear evidence that AI is generating new kinds of jobs in the contact center. Not in some hazy five-years-out future. Right now.