When you combine Conversational Intelligence with the precious gift of recouped time, you create more meaningful and productive connections with your customers, and you improve the contact center agent experience.
Contact Center
Conversations with Opus: [24]7.ai enters the CCaaS Arena with Conversational Intelligence at the Ready
Ananth Srinivasan, Senior Product and Solutions Marketing Manager at [24]7.ai. tells Opus Research how it started, how it’s going, and explains “Why now?” regarding [24]7.ai’s entry into the CCaaS market. As quoted in the June 22, 2022 launch announcement, our… Read More ›
Microsoft’s Digital Contact Center Debuts: Nuance and Microsoft Enter the Conversational Cloud
If you were looking for a sign of how formidable this Nuance and Microsoft partnership would eventually become in the customer engagement and contact center space, here is your warning shot.
Amazon Connect Will Disrupt Cloud-based Contact Centers and Interactive Voice Response
Running atop Amazon’s AWS cloud-based computing platform, a company can set up a contact center with just a few clicks and then pay by-the-minute for actual usage.
Webinar: “Executive Survey on Speech Analytics – Proven Value and Future Potential”
In a recent survey commissioned by Uniphore, Opus Research asked 500 influential executives in the contact center and customer experience domain about the perceived value of Speech Analytics
Lionbridge’s GeoFluent Supports OmniLingual, OmniChannel Intelligent Assistance
Lionbridge is set on bringing the idea of omnichannel and “omnilingual” conversations into the Intelligent Assistants domain.
Intelligent Assistants in 2016: Customer Control Means False Choices
Acquisition and deployment of platforms that make things effortless for authenticated customers is not an effortless process for enterprise professionals.
LiveOps Patent for “Multichannel Pivoting” Marks a Big Step for Intelligent Assistance
Live Ops is granted U.S. Patent 8,929,536 (granted in January) for “an efficient multi-channel pivoting among synchronous and asynchronous communication channels during a communication session.”
Opus Enterprise Series: “Best Practices for Voice Biometrics in the Enterprise”
In this second part of the Enterprise Series, Opus Research examines best practices for using voice biometrics for simple secure authentication in the enterprise across mobile, IVR, and contact centers.
SpeechPro’s VoiceKey Featured in Aspect’s Inaugural Innovation Exchange
SpeechPro has announced that VoiceKey, its flagship voice biometric-based authentication resource is offered at the click of a mouse on Aspect Software’s Innovation Exchange.