AI platforms get chosen on their best day and judged on their worst. Opus Research lays out the five durability dimensions CX leaders should pressure-test, with healthcare as the hardest proving ground.
White Papers
Agent Sprawl Is a Success Problem That Needs an Operating Model
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
Why AI Agents Work: A Playbook for Sustainable Business Value
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.
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.
Building a Practical GenAI Roadmap to Deliver Smarter CX
Introducing a comprehensive self-assessment framework to show how companies like Enghouse Interactive help contact centers develop a tailored roadmap for integrating AI functionalities effectively.
Shaping the Future of Customer Care: Innovative Self-Service
This free whitepaper delves into the dynamic landscape of self-service customer care and Conversational AI, exploring the challenges, opportunities, and advancements that define its evolution.
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.
The Composable CX Conundrum: Adopting the Right Approach
Learn how real-world implementations of Composable CX, led by companies like LumenVox, deliver superior customer experiences and major business advantages.
Making Bots Better by Leveraging Transformer-Based Solutions
Learn how companies like Knowbl leverage pre-trained models to provide brands the building blocks they need to construct better bots and robust conversational experiences.
Vendors that Matter – Gridspace
In this edition of Opus Research’s “Vendors that Matter” series, we explore Gridspace’s value proposition and their two core products for observability and agent automation.