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

Opus Research

  • Date
  • Rating
  • Views
  • 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.
  • Explosive Mobile Engagement: "Go Native" Explosive Mobile Engagement: "Go Native" Carla Fitzgerald & Sunil Mariola, Smith Micro; Jon Rosen, Opus Research Recorded: Jun 25 2015 49 mins
    The proliferation of smartphones, geofencing, indoor location and analytics has transformed the meaning of "native" for mobile marketers, app developers and consumers. "Native" used to mean a reliance on Facebook and Google for in-stream ads that seem like organic content. It now refers to the use of on-device, local intelligence to get beyond the beacon to understand the context of a mobile user's interactions. Native control of functionality makes apps more popular with customers. It spells the difference between single-digit usage and delivers the full potential of personalized mobile marketing.
  • Seven Ways to ‘Kill’ PINs and Passwords Seven Ways to ‘Kill’ PINs and Passwords Dan Miller, Senior Analyst, Opus Research; Alexey Khitrov, SpeechPro Recorded: Oct 30 2014 46 mins
    Just in time for Halloween, Dan Miller, lead analyst at Opus Research, will join Alexey Khitrov, president of SpeechPro Inc., to describe how voice and face recognition mean doom for the most common, and vulnerable, forms of mobile and online security.

    Join Dan and Alexey in live, interactive webinar as they count the ways you can use new technologies to make mobile e-commerce safe, simple and secure.
  • Top 5 Things Marketers Need to Understand about Location and Privacy Top 5 Things Marketers Need to Understand about Location and Privacy Greg Sterling, Opus Research; Jules Polonetsky, Future of Privacy Forum Recorded: Jul 2 2014 47 mins
    Consumers are ambivalent about online privacy. Some surveys suggest outright hostility to mobile-location tracking; others argue users are happy to share personal information for clear rewards and benefits. Consumers also express a desire for greater personalization of online, mobile and shopping experiences. How can these contradictory positions be reconciled?

    The privacy landscape is evolving rapidly with Apple making location privacy changes in iOS 8 and state governments getting involved in regulating privacy in the absence of federal action.

    Rather than an “issue that will blow over,” privacy has become a central discussion for marketers and brands. It’s the flipside of “big data.” But timidity, passivity and denial won’t work. Stakeholders must proactively tackle the issue head on.

    Join Greg Sterling, Senior Analyst with Opus Research, and Future of Privacy Forum founder Jules Polonetsky for an informative, interactive webinar about the latest developments in location and privacy on Wednesday, July 2, 10 am PDT /1 pm EDT.
  • Everything You Always Wanted To Know about Beacons Everything You Always Wanted To Know about Beacons Greg Sterling, Opus Research; Steve Hegenderfer, Bluetooth SIG Recorded: Apr 30 2014 49 mins
    Beacons are hot. Once dismissed by many, they are now being widely deployed in retail and grocery stores, stadiums and entertainment venues. Apple’s support for Bluetooth (iBeacon) has put the technology on the map and driven its growing adoption.

    While many people have read about iBeacon, they don’t clearly understand what beacons can and can’t do. Join Opus Research Senior Analyst Greg Sterling and Steve Hegenderfer, director of developer programs at Bluetooth SIG, for an informative and interactive discussion about all things beacon.

    Bluetooth SIG is the group that oversees the standards and licensing of Bluetooth. We assure you Hegenderfer will speak plain English during a presentation aimed at marketers, agencies and business decision-makers.

    In this accessible, non-technical session you’ll learn:

    • What iBeacon is and how it fits within the larger Bluetooth landscape
    • How many different types of beacons there are and who makes them
    • The cost, lifespan and transmission range of beacons
    • Optimal indoor beacon use cases (and things that beacons don’t do well)
    • How marketers/retailers can avoid spamming consumers with beacon triggered notifications
    • How indoor messaging and notifications can be personalized
    • Whether beacons can equally be used for indoor marketing and analytics