Recent Posts - page 2
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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.
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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”).
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.