Recent Posts - page 2
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How the Agent Skill Layer Underpins the AI Control Plane
Explore how an AI agent skill layer turns CX workflows into reusable building blocks and underpins an enterprise AI agent control plane.
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2025 Conversation Intelligence Intelliview: Introducing Conversational Experience Orchestration
Opus Research’s exclusive report details nine leading solutions providers, outlining specific products and services, technology differentiators, business impact, and future strategies for advanced LLMs and GenAI.
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Why CX Needs an AI Agent Control Plane
Here’s why brands will need a CX control plane to govern AI agent sprawl across platforms with shared rules, shared context, and measurable outcomes.
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From CCaaS to CXA: What Talkdesk’s 2025 Analyst Summit Signaled About the Next Phase of Contact Center Automation
Talkdesk is evolving from CCaaS to Customer Experience Automation (CXA), using agentic AI and a CX control plane to automate complex customer journeys.
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Freshworks Takes Aim at Complexity with Freddy AI and Next-Gen Vertical Agents
A new set of Freshworks AI Agents, targeted for e-commerce, fintech, travel, and logistics, help unify data, free up agent capacity, and let AI handle the repetitive pieces.
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Views from Vienna: NICE’s Vision for Success in an AI-First CX Era
The CX provider’s annual Analyst Summit featured a new, palpable leadership energy and a clear through-line of automating workflows for end-to-end customer journey orchestration.
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Dreamforce 2025: Salesforce Stakes Its Future on Agentforce
Agentforce took center stage at Dreamforce with Salesforce recasting growth around agentic AI and launching products focused on conversation intelligence.
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Webinar: The Buyer Journey Rewired by AI
Opus Research and Invoca explore how Agentic AI is redefining “brand experience” in a world of fractured attention, where loyalty is earned one micro-moment at a time.
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The BPO Wake-Up Call: AI Is Rewriting the Rulebook
Drawing on interviews with executive leaders in contact center outsourcing, Opus Research’s Ian Jacobs explores how forward-looking BPO firms are turning AI disruption into opportunity.
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OpenAI’s AgentKit Meets the CX Moat
OpenAI’s Agent Builder creates agent workflows; will it rival CX platforms or reinforce their agent assist and desktop moat?