Recent Posts - page 2
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Notes An Opus Research Emeritus
It’s been 44 years since I started my first job as a technology analyst…Now that technology is harnessed, conversational, and democratized, my work is done.
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Vonage Plays to its Strengths (APIs and GenAI) with Recent Partnerships
Partnerships with SAP and Salesforce showcase Vonage’s arsenal of features and function have impact up-and-down today’s technology solution stack.
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From Voice-First to GenAI-First: Parloa Unveils its AI Agent Lifecycle Platform
Parloa’s AMP Studio provides a user-friendly interface for business designers to craft agent personas using natural language, defining the agent’s role, tone, and behavior when engaging with customers.
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Zoho Analytics: GenAI Solves BI’s Big Challenges
Zoho Analytics overcomes the challenges of democratizing BI by taking an end-to-end approach with four key focus areas.
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CX AI Startups: Something Old x Something New
What’s truly remarkable about this new generation of CX startups is that none of them would be possible without the magic of large language models (LLMs) and natural language prompts.
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Optimizing the Customer Journey to Improve Revenue Outcomes
Join Opus Research and Invoca (Oct 16) to learn how connecting the buying journey data from click, to call, to conversion drives more revenue and customer lifetime value.
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GenAI: Cure for the Common CX Doom Loop
Businesses are well-advised to invest both in technologies that employ GenAI to provide better self-service, and in marketing (customer education) programs that raise awareness of those new, improved customer care resources.
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From IVR to AI-VR; It’s a Done Deal
The emergence of AI-powered voice assistants spells more bad news for the “legacy” technologies that were foundational to the conversion of Interactive Voice Response (IVR) systems’ touch-tone input (Press “1” for Sales) to spoken input.
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Interactions Takes “Task Orchestration” to Task
With the introduction of Task Orchestration, Interactions applies Generative AI (GenAI) in conjunction with “human intelligence” to reduce the time, effort, and expense associated with development and fine-tuning bots.
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Five9 Is All In on Genius AI
Five9, a leader in the Contact Center as a Service (CCaaS) market, stays ahead of the curve by making two new products generally available as part of a growing portfolio branded as “Genius AI”.