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Opus Research

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  • 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.
  • Executive Survey -- Drivers for Deploying Speech Analytics
    Executive Survey -- Drivers for Deploying Speech Analytics Dan Miller, Lead Analyst, Opus Research; Derek Top, Research Director, Opus Research; Uniphore Recorded: Nov 8 2017 48 mins
    In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services.

    This study, commissioned by Uniphore, documents critical datapoints in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment.

    Attendees to this webinar will receive a complimentary copy of the report “Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition)."

    On Wednesday, November 8th (8:30 PM IST | 11 AM EST | 8 AM PST), join Dan Miller, lead analyst & founder at Opus Research, Derek Top, director of research with Opus Research, and representatives from Uniphore, as they unveil the key findings from this definitive report on speech analytics.
  • 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

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