Opus Research Information

Opus Research is a diversified advisory and analysis firm providing critical insight on software and services that support digital transformation. Opus Research is focused on the intersection of CX and the future of work, paying special attention to Conversational AI, Generative AI, Conversation Intelligence, Agent Assistance, Intelligent Authentication, and Contact Center Outsourcing. Sector analysis includes: Conversation Intelligence – Inside customer care infrastructures and beyond, leveraging speech and conversational analytics, workforce engagement tools, contact center outsourcing, and the uses of AI in analytics and employee augmentation. Intelligent Assistants & Conversational AI – Exemplary integrations of chatbots, voicebots, and intelligent assistants using natural language understanding, Generative AI, machine learning, and analytics to support initiatives in customer care, employee assistance, digital customer service, and conversational commerce. Future of Work – AI won’t be fully replacing humans in contact centers anytime soon, but it will change the game. To succeed, organizations will need new skills and a seamless approach to the hybrid future of human-AI teamwork to save time, increase revenue, and leverage workflow automation to ensure positive customer experiences. Opus Research interacts with its clients through distinct channels: * Advisory Service — Primary offering is our subscription-based Advisory Service in which clients gain access to market models and analysis, which supports strategic planning, business development and go-to-market tactics. * Industry Events — Opus Research develops, produces and participates in a multitude of successful and informative webinars, video interviews, and live events. For more information about our reports, research or becoming an Opus Research client: Pete Headrick Managing Director E | pheadrick@opusresearch.net P | 1-415-505-2511