Hi [[ session.user.profile.firstName ]]

Opus Research

  • Date
  • Rating
  • Views
  • Delivering Serious ROI through Intelligent Assistants
    Delivering Serious ROI through Intelligent Assistants Opus Research, Synthetix Recorded: Aug 29 2017 48 mins
    With ever-mounting pressure on customer experience, marketing and contact center professionals to deliver and chatbots and virtual agents, deploying an enterprise intelligent assistant requires a comprehensive business plan and deployment strategy.

    In this webinar, Opus Research and representatives from Synthetix, outline:
    •Differences between glorified FAQs and intelligent assistants
    •Choosing the right technology to enable ROI
    •How to build a successful business case
    •Real-world lessons learned from a intelligent assistant case study
  • Guidelines for Deploying Mobile Biometrics in Financial Services
    Guidelines for Deploying Mobile Biometrics in Financial Services Ravin Sanjith: Opus Research. Dan Miller: Opus Research, Bob Reany: Mastercard Recorded: Jul 11 2017 46 mins
    Biometrics are proving to be a superior way to authenticate and make digital financial services more secure, but organizational implementations are lagging. As biometrics are more widely adopted by consumers for financial and non-financial use cases, banks are challenged to match higher user experience standards.

    In this webinar, Opus Research discusses findings from a joint report by Mastercard and the University of Oxford offering key insights for business, customer experience and systems owners to consider when deploying mobile biometrics including a prescriptive checklist for implementation, strategy, and tactics
  • Getting Voice Biometrics Authentication Right in Financial Services
    Getting Voice Biometrics Authentication Right in Financial Services Dan Miller, Lead Analyst, Opus Research; Ravin Sanjith, Director, Opus Research; Interactions LLC Recorded: Jun 8 2017 47 mins
    As financial service companies battle to build customer loyalty and increase security in the age of FinTech, providing efficient, secure and personal services is a source of competitive advantage. The rapid growth of voice biometrics authentication demonstrates it is a convenient and secure way to authenticate real customers, detect impostors and prevent fraud. 

    In this webinar, join Interactions and Opus Research as they describe the steps that financial service companies should take to incorporate voice biometrics authentication into the customer care experience. 

    Topics to be discussed include:
    • Identifying Responsibilities and Stakeholders: Contact center, security/risk management, marketing, customer care, IT, and communications infrastructure
    • Finding the Budget: Making a business case and finding the budget for voice biometrics authentication
    • Best Practices: Engaging Marketing to build customer awareness around voice biometrics
    • Preparing for Success: Anticipating the need to scale operations to accommodate new interaction patterns to suit multichannel environments
  • Building the 'Magic Box’: Successfully Implementing Intelligent Assistants
    Building the 'Magic Box’: Successfully Implementing Intelligent Assistants Dan Miller, Lead Analyst, Opus Research; Wim Rampen, Dirk Jan Dokman and Jeroen Brouwers, CX Company Recorded: Apr 6 2017 48 mins
    With ever-mounting pressure on customer service, customer experience and digital transformation executives to deliver self-service and automation strategies, some providers claim to have a “magic box” solution with AI and machine learning-fueled chatbot technologies. But, in reality, building an intelligent assistance strategy is not always so simple.

    In this webinar, Opus Research and representatives from CX Company, will demystify what AI and machine learning means for your organization and identify key steps in building an intelligent assistance strategy to deliver cost savings and a better customer experience.
  • Executive Survey on Speech Analytics: Proven Value and Future Potential
    Executive Survey on Speech Analytics: Proven Value and Future Potential Dan Miller, Lead Analyst, Opus Research; Umesh Sachdev, CEO & Co-Founder, Uniphore Recorded: Aug 24 2016 49 mins
    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 and to ascertain the impact on plans to procure and deploy such resources in the future.

    With completed interviews of decision-makers (Director, VP, C-level) from firms with revenue of more than U.S. $50 million, the survey respondents included a mix of vertical industries, including: telecommunications, healthcare, financial services, retail, pharmaceuticals, travel & tourism, and commercial banking.

    Join Dan Miller, lead analyst & founder at Opus Research, and Derek Top, director of research with Opus Research, as they unveil the key findings from this exclusive executive survey on speech analytics:

    * Implementation of speech analytics is poised for growth: New, real-time applications create better customer experience
    * Findings attest to maturity of technologies, applications and options: Support of multi-channel support strategies
    * Mix of premises, cloud and “hybrid” architectures
    * Respondents see a bright future: Most expect to increase spending and investment & finding means to build a business case
  • Five Steps to Overcome Customer Authentication Chaos
    Five Steps to Overcome Customer Authentication Chaos Dan Miller, Lead Analyst, Opus Research; Brand Whichard, IBM Security Recorded: Aug 9 2016 49 mins
    As digital, mobile commerce crescendos, Identity and Access Management (IAM) techniques are key to providing a consistent, individualized experience, regardless of the device used or communications channel employed. Providing secure access from a trusted device was hard enough. Now customers control their device-of-choice, channel-of-choice and time-of-choice. It is important to develop and employ technologies that make authentication friction-free and pleasant.

    Join Dan Miller, lead analyst at Opus Research, and Brandon Whichard, from IBM Security, as they provide “Five Concrete Steps” toward keeping each customer happy. Opus Research has coined the term “Intelligent Authentication” (IAuth) to describe simple, secure and seamless ways to authenticate individuals and support digital commerce.
  • What Really Happens When Customers Take Charge?
    What Really Happens When Customers Take Charge? Dan Miller, Lead Analyst, Opus Research; Daniel Hong, Sr. Director of Product Mktg, [24]7 Recorded: Jan 26 2016 49 mins
    More than 8 out of 10 customers are moving from one channel to another to complete a transaction or get an issue resolved. And, on average, they use more than 4 different “channels” over the course of their respective journeys. Despite this, customers expect consistent answers and personalized service regardless of their channel preference, device of choice and time of day.

    Join Dan Miller, Lead Analyst at Opus Research, and Daniel Hong, Sr. Director of Product Marketing and Strategy at [24]7 as they review these recent findings and their impact your self-service and assisted service strategies via text, chat, Web forms or phone calls. Dan will bring context from a recent study of Enterprise Intelligent Assistants (EIAs), culminating in the “8 Attributes of Successful EIAs”. Daniel will review primary research findings addressing both practices and preferences of customers in a digital, omnichannel world. The webinar will also include a case study.

    Attend this webinar to refine your company’s digital customer experience to keep your customers in charge, even when it’s a classic self-service situation, including:

    The Eight Characteristics of Highly Effective Intelligent Assistants
    How a Smart UI supports a delightful UX
    Making your investment in CRM, Analytics and Knowledge Management support AI
  • How Intelligent Assistants Deliver Innovation for Financial Services
    How Intelligent Assistants Deliver Innovation for Financial Services Ravi Nimmagada, finUNO Inc.; Aroon Hingorani, Rathi Financial Services; Dan Miller, Lead Analyst & Founder, Opus Research Recorded: Nov 5 2015 47 mins
    FinUno will present how an Intelligent Assistant can help users buy and sell investment products, follow market moves and manage their investment transactions in real-time simply by asking. Through its intuitive interface, the fin1™ platform acts both as a self-servicing tool and as a collaboration platform with financial advisors.
  • Achieving Speed, Accuracy & Scalability with Voice Biometrics
    Achieving Speed, Accuracy & Scalability with Voice Biometrics Dan Miller, Opus Research; Shawn Edmunds, ValidSoft; David Harding, ImageWare Systems Recorded: Sep 3 2015 47 mins
    No longer are voice biometrics tentatively tested in single channels and measured against purely theoretical equal error rates. In reality, businesses are implementing high performance solutions that easily scale, yet deliver a consistently low friction user experience and strong security across a business.

    In this webinar, Dan Miller, lead analyst and founder of Opus Research, joins ValidSoft’s VP for North America, Shawn Edmunds, and Image Ware System’s CTO and VP David Harding to discuss how successful integration of highly optimized voice biometrics has never been easier or more cost effective for your business.
  • Text: The Silent Channel for Digital Marketing and Customer Care
    Text: The Silent Channel for Digital Marketing and Customer Care Tobias Goebel, Aspect Software; Dan Miller, Opus Research Recorded: Aug 13 2015 48 mins
    Text Messaging (SMS) is the gateway into the wide world of messaging apps that are becoming mainstays for search, comparison shopping, product selection and all manner of digital commerce. Join Dan Miller, Lead Analyst & Founder at Opus Research, and Tobias Goebel, Director of Emerging Technologies with Aspect Software, as they describe how the organic growth in messaging services from Twitter, WhatsApp, WeChat Facetime, and others have revolutionized digital commerce, technical support and customer care.

Embed in website or blog