What sets leading contact centers apart isn’t aggressive automation—it’s strategic deployment. Opus Research lays out specific AI agent strategies to move from planning to action.
Articles
Humans in the Loop, Bots on the Clock: Building a Balanced CX Team
Join Opus Research’s Ian Jacobs and CallMiner’s Megan Keup to discover how to evaluate and measure performance across both human and AI agents.
From Imitation to Exploitation: Tackling Deepfake Audio Risks in Voice Security
Voice deepfakes are becoming increasingly sophisticated, capable of replicating tone and cadence, creating an urgent need for organizations to adopt AI-driven security and authentication.
From Conversational Commerce to Agentic Shopping: Walmart’s Strategic Leap into the Future of Retail
Discover how Walmart is shifting from conversational commerce to agentic shopping with AI-powered super agents like Sparky.
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.
Vonage and AWS Nova Sonic: Exploring the Promise—and Limits—of Speech-to-Speech AI in Contact Centers
Vonage integrates AWS’s Nova Sonic speech-to-speech model into its Voice API, signaling a shift toward faster, more natural AI voice interactions in contact centers.
Dear Media: Stop Treating Every AI Chatbot Like a Failure
What California’s wildfire chatbot controversy reveals about media narratives, public-sector AI, and the importance of thoughtful design and testing.
NiCE Interactions 2025: Agentic AI, Better Data, and a Whole Lot of Partnership
AI in CX is growing up—now acting, orchestrating, and integrating across systems to deliver real outcomes.
Getting It Right: What AI Agents Actually Mean for Customer Support (Webinar)
Join Opus Research, Observe.AI and SimpleOnline Healthcare to learn how to implement AI Agents successfully in order to ensure long-term business value.
Beyond the Basics: How AI Is Transforming B2B Sales at TP
Discover how TP is putting AI to work, spotlighting innovative ways sales experts are driving smarter, faster outcomes for partners and clients.