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Opus Research

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  • Machines Search for Meaning: Speech Analytics, Customer Care, and AI
    Machines Search for Meaning: Speech Analytics, Customer Care, and AI
    Dan Miller (Lead Analyst and Founder, Opus Research) and Richard Kimber (CEO, Daisee) Recorded: May 1 2019 47 mins
    Recent technology advancements in speech analytics technology solutions enable businesses to listen, decipher and act on every customer conversation. These conversations can turned into actionable insights affecting a business’s bottom line.

    In this webcast, Opus Research and Daisee discuss conversational middleware and how speech analytics solutions can be effective and flexible to help understand the meaning and context of customer conversations to surface insight and make business recommendations.
  • 5 Keys to Success with DIY Chatbots & Intelligent Assistants
    5 Keys to Success with DIY Chatbots & Intelligent Assistants
    Dan Miller, lead analyst, Opus Research; Josefine Fouarge, principal product marketing manager, Nuance Recorded: Mar 27 2019 49 mins
    Businesses are moving their “bot strategy” from vision to reality at unprecedented speeds. New tools and platforms to build bots and intelligent assistants create an illusion that anyone can setup automated assistance that will deliver real business value. In this webcast, learn practical insights from real-world, successful deployments that highlight the importance of combining high quality tools with key strategies and approaches that businesses should keep in mind.
    Register now to gain these valuable insights and ensure your DIY projects succeed.  You’ll learn how to:
    * Gain traction and build trust with customers and employees, alike
    * Create and meet realistic business objectives and key performance indicators
    * Leverage existing contact center and self-service resources while avoiding a “garbage-in / garbage-out” deployment
    * Deliver a customer-centric experience while keeping cost in line
    * Prove long-term value
  • NLP: The AI-Infused Resource That’s Revolutionizing Automated Care
    NLP: The AI-Infused Resource That’s Revolutionizing Automated Care
    Dan Miller, Lead Analyst, Opus Research; Callan Schebella, CEO, Inference Solutions Recorded: Mar 13 2019 48 mins
    Natural Language Processing is the “secret sauce” that distinguishes run-of-the-mill bots and virtual agents from automated advisors that engage in meaningful conversations leading to substantive outcomes. Hear how Natural Language Processing is the key to:

    • Giving consumers the experience they expect
    • Lowering both operational costs and customer effort
    • Lengthening the list of tasks that can be automated
    • Supporting “omnichannel” and digital transformation strategies

    As businesses of all sizes investigate how and why to introduce “Conversational AI”, Dan Miller, lead analyst at Opus Research, joins Callan Schebella, chief executive officer of Inference Solutions, to explain why Natural Language will shape the future of Conversational Commerce.
  • From Speech Analytics to Conversational Service Automation: The Path Forward
    From Speech Analytics to Conversational Service Automation: The Path Forward
    Dan Miller (Lead Analyst, Opus Research) and Samith Ramachandran (Vice President & Head of Products, Uniphore) Recorded: Mar 5 2019 47 mins
    A recent survey by Opus Research shows how speech analytics is seen as a powerful tool for quality management and agent training in contact centers. It also showed that forward-looking businesses and business process outsourcers expect to integrate analytics with elements of Artificial Intelligence to support an entirely new category of solutions for “Conversational Service Automation."

    Topics include:
    * Success of speech analytics outside the contact center drives investment
    * Adding machine learning and natural language generation to analytics supports a new category of service, features and functions
    * New use cases and case studies demonstrate dramatic efficiencies, accuracy, savings and ROI for speech analytics-driven Conversational Service Automation
  • Outsmarting Contact Centre Fraudsters with Supercharged Voice Biometrics
    Outsmarting Contact Centre Fraudsters with Supercharged Voice Biometrics
    Ravin Sanjith and Dan Miller, Opus Research; Efrat Kanner-Nissimov (Director, Product Marketing, NICE) Recorded: Feb 7 2019 49 mins
    By incorporating the latest advances in machine learning techniques combined with voice biometrics used for caller authentication, contact centers now have the ability to expose previously unsuspected fraudulent intent. In the ongoing response to sophisticated fraud attacks, the creation of high-quality fraudster watchlists from historical recordings not only provides a highly effective defence, but also an improved ability to prosecute fraudsters. Removing these ‘bad actors’ from the picture is a revolution in the fight against fraud.
  • How AI-Based, Zero-Effort Authentication is Changing the Customer Experience
    How AI-Based, Zero-Effort Authentication is Changing the Customer Experience
    Ravin Sanjith, Intelligent Authentication, Opus Research; Alexey Khitrov, IDRnD Recorded: Jan 17 2019 49 mins
    With access to mountains of data — scoured, analyzed, and made actionable thanks to Artificial Intelligence, machine learning, and neural networking — enterprise organizations are staking their claim on seamless, context-aware customer interactions as a business differentiator. Altogether these technologies help deliver on the promise of secure, personalized digital self-service and can have a demonstrable impact on an enterprise’s bottom line.

    Indeed “zero-effort authentication” enables intelligent automation, reduced customer effort (no more PINs and passwords), reduced call handling time, and improved confidence in security. Enterprises are building zero-effort authentication strategies for maximum return on investment and increased customer loyalty.

    In an upcoming webinar, Ravin Sanjith (Intelligent Authentication, Opus Research) and Alexey Khritov (CEO, IDRnD) will discuss how voice biometrics, combined with AI techniques, sensors and increased processing power, can provide a virtuous cycle for greater convenience and less effort to validate a consumer’s identity in mobile apps, on messaging platforms, and beyond.
  • Multifactor Password-Free Security for Computer Access
    Multifactor Password-Free Security for Computer Access
    Ravin Sanjith, Program Director, Opus Research | John Spencer, Chief Product Officer, Veridium Recorded: Oct 11 2018 57 mins
    The ‘mobile first’ movement has resulted in most UX investments being focused on smartphones, tablets, smart home devices, etc. However, the faithful computer and laptop continues to be the workhorse of the masses and is where the most demanding and high-security tasks are performed. So why is it that there are no user-friendly and secure solutions for authenticating into computers and laptops?

    The insecurity of passwords is a UX problem, and shortcuts to make them easier lead to security risks, which lead to breaches. Most of the much-publicized mega-data breaches the past few years have been because of compromised or stolen passwords. According to the 2017 Verizon Data Breach Incident Report, faulty passwords were responsible for 63% of all confirmed data breaches between 2016 and 2017.

    Finally, the combination of sensor-rich smartphones and biometric authentication are making it possible to eliminate passwords entirely.

    Using Veridium’s solutions, the challenges of unlocking and logging into a workstation have been overcome. In this webinar, you will enter a world that has continuous seamless logins with little friction. That world is being made possible through Veridium’s disruptive approach to authentication.

    In this webinar you will learn how:
    - Enable secure passwordless logins online and offline
    - Advanced smartphone capabilities can be leveraged to improve access
    - To reduce the risk of large-scale data breaches by eliminating passwords
  • Global Survey: Drivers For Deploying Speech Analytics (Year 3)
    Global Survey: Drivers For Deploying Speech Analytics (Year 3)
    Derek Top, Research Director; Dan Miller, Lead Analyst & Founder; Samith Ramachandran (VP, Products) Recorded: Aug 23 2018 48 mins
    In its third year, Opus Research unveils key findings from a global survey 500 of contact center and customer experience decision-makers regarding their criteria for evaluating and deploying Speech Analytics platforms and services. This global tracking study documents changes in the perceived value of Speech Analytics on contact center operations, workforce optimization, customer experience and business insights.

    Join Derek Top (Director of Research) and Dan Miller (Lead Analyst & Founder) with Opus Research, along with Samith Ramachandran (VP, Products, Uniphore), as they discuss the findings from this global tracking story and its implications for enterprise customer care strategies.
  • How to Build a True Conversational Messaging Platform
    How to Build a True Conversational Messaging Platform
    Abinash Tripathy, Helpshift; Dan Miller and Mitch Lieberman, Opus Research Recorded: Aug 2 2018 49 mins
    Brands in every industry and geography feel an urgency to meet the conversational needs of their customers. Executives walk the fiscal tightrope between exceptional customer experiences and operational efficiency. Today’s contact center, as the communications hub for customers, is caught in the middle of the battle. Customers value fast, frictionless convenience; executives must invest accordingly.

    Join Opus Research Lead Analyst Dan Miller and Program Director Mitch Lieberman, with Abinash Tripathy, Chief Strategy Officer and Co-Founder from Helpshift, as they address the urgent topics that help brands and enterprises supercharge customer service experiences, including:

    * How digital messaging promotes operational excellence while meeting — and exceeding — customer needs
    * Strategic steps necessary to support top-line growth and in-depth customer engagement
    * How brands infuse intelligence, accuracy, and precision into company/customer conversations
    * How to leverage investments and resources to build the next generation of customer service and support
  • Voice Biometrics and Deep Neural Networks: Intelligent Auth, Seamless CX
    Voice Biometrics and Deep Neural Networks: Intelligent Auth, Seamless CX
    Ravin Sanjith, Opus Research, Dan Miller, Opus Research, Matt Garland, Pindrop Recorded: Mar 6 2018 47 mins
    The mixture of ever-increasing computing power, storage capacity and machine learning is enabling new, holistic security solutions for enterprise contact centers and customer support channels. Pindrop has leveraged it’s extensive access to hundreds of millions of calls per year via its anti-fraud solution and Phoneprinting™ technology to deliver their latest Deep Voice™ biometric engine, enabling the next generation of multi-layered security, intelligent authentication, and cross-platform identity.

    In this webinar, join Opus Research and Pindrop to learn how Pindrop’s proprietary Deep Voice biometric technology marries Deep Neural Networks and Voice Biometrics to overcome the cumbersome processes involved with enrollment, verification accuracy and fraud prevention to help contact centers deliver rich, natural, and secure voice experiences.

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