News, information, and research detailing Intelligent Assistants, Intelligent Authentication Conversational Commerce. Webcasts include in-depth analysis of market forecasts, real-world case studies, and proven business value.

Opus Research and Uniphore discuss how Conversational Intelligence improves agent productivity, customer experience, and ROI for Telecoms

Agenda:
* Addressing the top challenges in Telecom call centers
* Empowering agents and improving the customer experience through conversational intelligence
-- Techniques to decrease average handle time and after-call work
-- How to analyze and quantify ROI and customer experience for Telecom call center solutions
* Customer use case, how companies leverage Uniphore's U-Assist Aftercall Max

Empowering Agents and Improving ROI for Telecoms

Increase in the number and size of data breaches and consumer fraud incidences reflect deficiencies in today’s approaches to identification and access management.  Join Opus Research and ValidSoft (Wednesday, May 18th) for a lively discussion on how voice biometrics and identity assurance is a marked improvement over popular approaches to multi-factor authentication (MFA) and the promising future of voice authentication in our digitized world.

In this webinar, you learn:
* Benefits from the speed, accuracy and precision of voice biometrics
* Real-world use cases for customer authentication and employee identity assurance
* Future of access and authentication using voice biometrics

Identity Assurance: Addressing the Achilles Heel of Multi-Factor Authentication

If your call centre security process relies on questions anyone can answer and passwords no one can remember, then it isn't truly secure - and your customers deserve better.  Join Matt Smallman to launch his new book "Unlock Your Call Centre" in a live webinar. He'll be talking with Dan Miller, founder of Opus Research, about the impact of traditional security and his proven approach to upgrade security, efficiency and caller experience. 

You'll gain insight into:

- How traditional call centre security approaches hurt your customer and agent experience as well as your bottom line
- How to understand and visualise how your processes perform today 
- How to determine the most appropriate modern security methods, including Voice Biometrics and Network Authentication, for your organisation's unique context
- How to successfully make a case for change
- How to implement these methods for maximum adoption and benefit

Unlock Your Call Centre

In the live interactive webinar (Tuesday, March 8th), join Opus Research, RedRoute, and Brooklinen to learn strategic approaches for call automation and what your business can do to help deliver better customer experiences. 

Topics include:
-- Achieving business results for reducing abandoned calls, queue time, and talk time
-- The value of no-cost, easy implementation and performance-based pricing
-- How RedRoute's solution is helping businesses today
-- Brooklinen's RedRoute integration experience and performance

Overview of topic and discussion
The key to providing a great customer experience is meeting customers in their support channel of choice, the phone. Automated self-service and intelligent assistants benefit from simple, narrow support requirements for customer care, saving considerable live agent costs in call deflection. The best call automation assistants can reliably handle high volumes of user intents (e.g., status of order, cancel order, change my order, returns, etc.) with impressive precision. The benefits are well known but have long been out-of-reach for most brands.

One company that is delivering better customer experiences with call automation is RedRoute. The company has achieved success by emphasizing speed to deploy (~30 minutes) and delivering results. For contact centers on modern tech stacks, RedRoute can automate a significant portion of calls and free live agents to handle more complex support cases, enabling brands to affordably deliver high quality phone support. RedRoute's SaaS solution has strong adoption with eCommerce brands, and the company just announced the closing of their $6.5M Seed Round.

The Modern CX Tech Stack

In this live, interactive webinar, Opus Research and SymNex Consulting break down what's new in authentication and fraud prevention, exploring 22 solution providers from across the spectrum who are actively deploying technologies that improve enterprise security, efficiency, and customer experience. Topics include: 

* Why enterprises need to rethink authentication and fraud prevention strategies now
* Innovations in voice biometrics, cloud contact centers, platforms, and speech analytics
* Inclusion of new categories for network authentication and behavioral biometrics 
* Guidance of solution providers who are leaders and standouts

Highlights: 2022 Intelligent Authentication and Fraud Prevention Intelliview

For an enterprise currently supporting text-based chat assistants, the idea of leveraging that same knowledge base and supporting the required integrations with voice channels, and especially the telephone network, may seem like a daunting task. Text and voice assistants face different operational challenges and typically require ongoing, independent optimization and maintenance.

In the second part of this webinar series, Dan Miller and Scott Baker from Opus Research, and Livio Pugliese from PhoneMyBot discuss the technical requirements for adding voice to chatbot solutions, some practical deployment options, and what you should expect for enterprise business results. 

* New and Improved Options to Enable Voice 
* Supporting Complex Intelligent Assistant Requirements for Voice
* Deployment Considerations 
* Achieving Business Results

Getting Technical with Enterprise Voice Deployments

In order to build successful intelligent assistants, companies shouldn’t have to compromise or migrate their existing chatbot solution to a new platform simply because they want to support voice. 

Join Dan Miller and Scott Baker from Opus Research, Livio Pugliese from PhoneMyBot and Jordi Torras from Inbenta as they review new opportunities to simplify the adoption of voice channels with an existing chatbot integration.

Topics include:
Models for Deploying Intelligent Voice Assistants
* Implementation options from minimal effort to highly customized
* Ongoing optimization and maintenance models

Case Study: Inbenta
* How Inbenta reviewed options to build, buy, or partner
* Why Inbenta partnered with PhoneMyBot for a fully integrated solution

Integrating Voice into Omnichannel Bot Solutions

As more and more contact centers adopt natural language technologies, what will it take for customers to truly accept voice assistants?  Advancements voice assistants (Siri, Alexa, etc.) are not taking place in a historical vacuum. Individual end-users -- be they prospects, first-time shoppers, or long-time rewards program members -- have grown skeptical of the ability for a “voicebot” to meet their immediate needs. When it comes to voice assistants and speech-enabled services, public acceptance, expectations, and use consistently lagged behind technological advancements.   In this live, interactive webinar with Opus Research and PolyAi (Tuesday, Nov 16), learn how voice services are now results-oriented, success-focused, and faster than alternatives. Topics include:  * Long-term success will drive more use cases and increased usage * Real-world examples of both “good” and “bad” voice assistants * Checklist for success: Understand synonyms, accents, languages and handle multiple intents

The Voice Assistance Challenge: Exceeding Customer Expectations

Digital Transformation is hard! But, these days, it’s mandatory. To stay competitive, companies must make themselves available to their as they turn to online resources and mobile devices to make crucial contact. The problem is that, as they support omnichannel and multi-modal strategies, they are moving IVRs and contact center resources to “the Cloud.” And many businesses are challenged to manage and maintain optimal customer care for both an on-premise and hosted environments.

Join Opus Research and Speech-Soft Solutions as they describe critical steps you can take to master the dual challenges presented when companies must apply new technologies to respond to customers’ rapidly changing expectations. Topics include:

* The Checkered Past of Cloud Migration
* What’s New? – Adding AI-infused Resources
* Why Now? 
* The Self-Service Saga

Taking on the Insurmountable: Migrating Customer Care to the Cloud

In this Age of Digital Transformation, it is a major challenge for Contact Center and CX professionals just to keep voice-based resources up and running… not to mention managing to keep technology fresh and add new capabilities. Too often they feel they are “damned if they do” buy into the view that the customer care is moving to chat and text or “damned if they don’t” keep the voice channel up-to-date with the latest and greatest AI-infused technologies. Join Opus Research and LumenVox executives to:
 
• Identify elements of the voice channel most in need of an upgrade
•	Understand strategies and tactics for introducing AI-infused voice elements
•	Determine how to migrate elements with an uncertain future to proven solutions
•	Take advantage of those proven solutions at the lowest price

The Age of Voice Innovation, Part II: What Keeps You Up at Night

CX, Contact Center and Customer Care professionals are clamoring for solutions that make voicebots and chatbots more “affective,” meaning “sensitive and empathetic to customers’ emotional state”. Too often these initiatives are at odds with the core demand for self-service resources to be more “effective,” meaning “efficient and active” in helping customers complete their desired tasks.

Join executives from Opus Research and Zaion in a video discussion and demonstration of technologies and approaches to making affective bots more effective for customers, specifically:

•	How does affective application of AI result in effective responses? 
•	Can a bot really be empathetic?
•	What is the downside of mis-applying Emotional AI?
•	Is there a clear way forward for making the most of Emotional AI?

Making Bots Both Affective and Effective

The Voice Channel for enterprise communications and customer care is the direct beneficiary of dramatic improvements in automated speech processing. Recognition and transcription are reaching unprecedented levels of accuracy; synthetic voices are often indistinguishable from humans; while voice biometrics detects both real and synthesized imposters reliably and at scale. 

Join Opus Research and LumenVox for a lively discussion of the factors that are giving new shape to the Voice Channel for both self-service and employee communications, including:
 
• Pricing: Benefitting from single language models and steadily declining costs 
• Accuracy: Creating new services and use cases (Moore’s law moves to the cloud)
• Tooling: Democratizing NLU to create voicebots and augmented IVRs
• Scalability: Serving a diverse customer base across a spectrum of devices

The Age of Voice Innovation, Part I: Attributes of the New Engine

Companies are scrambling to transform their businesses to meet the exploding digital demand. Delivering better CX experiences through "Managed Customer Engagement" helps reduce costs, increase automation and expand digital channel adoption. In this webinar,  learn specific techniques to succeed with Digital Transformation initiatives. Topics include: Overcoming cross-departmental hurdles to connect technology silos; Unique integrations of Artificial Intelligence and Human Intelligence (AI + HI); How to link teams, obtain executive sponsorship, and change mindsets; and What it takes to find the right partner.

Managed Customer Engagement – A Disruptive Way Forward for CX

Smartphones and other mobile devices are increasingly the first point of connection between individuals and their banks, insurance companies, healthcare providers, universities, government agencies, and a growing variety of retailers. So when it comes to building trust, preventing fraud, and activating potential customers, a safe and efficient mobile onboarding experience is your gateway to a fruitful and long-lasting customer journey.

And yet, many large and highly capable organizations are still struggling to safeguard, expedite, and otherwise optimize this process. All the while, fintechs and other digital-native businesses continue to siphon away customers by virtue of having mastered this one, crucial area of technical expertise.

Join Opus Research for a conversation with executives from Daon, a market leader in biometric-based identity assurance, in a live, interactive webinar (Wednesday, July 28) to hear how identity proofing and onboarding can make or break the modern customer experience, and how your organization can take immediate, concrete steps to protect, enhance, and unify your identity processes at every stage of the customer journey.

Remote Identity Proofing: Security, Convenience, and Continuity

Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies.

For businesses, AI-powered applications enable time and cost savings, smarter customer services, and efficient CX management, plus reliable, actionable insights that facilitate decision making.

If you are involved in defining digital transformation priorities heading into 2022, learn real-world use cases that deploy AI and Automation and major impacts on employee and customer experience.

Fulfilling Conversational AI’s Promise in Your Contact Center

Overcoming business challenges for customer care by leveraging AI-powered solutions to improve efficiencies and customer experience. Hear real-world case studies from businesses utilizing the the "3 A's" - Automate, Authenticate, Analyze - support Conversational Service Automation.

New Truths About Self-Service: Enabling Conversational Service Automation

Businesses are just scratching the surface when it comes to employing the insights derived from speedy, accurate automated speech recognition.

In this webcast, Opus Research joins Deepgram to describe real-world Conversational Intelligence applications in contact centers, collaboration platforms and beyond. With confidence in accurate transcription, you’ll hear how firms:

•	Streamline development processes (capturing, indexing collaboration content)
•	Automate customer care and support (voicebots)
•	Promote customer retention (sentiment recognition)
•	Secure and personalize conversations 
•	Comply with privacy regulation (scripting and redaction)

Action Plan for ASR: Applications for Conversational Intelligence

A recent Opus Research global survey found businesses view speech recognition technologies used to capture, transcribe and analyze conversations as an emerging business opportunity. The global survey of 400 decision-makers across 8 industries centered on current and planned uses of “automated speech recognition” technologies, specifically "speech-to-text conversion" deployed in conjunction with natural language understanding or speech analytics.

Many businesses are finding "accuracy" is table stakes for ASR-based solutions. Firms are putting a premium on real-time analytics and flexible deployment options.

In this webinar, Dan Miller, lead analyst & founder with Opus Research, and Derek Top, research director, join Shadi Baqleh, COO of Deepgram, to learn how businesses derive value from ASR solutions. Topics include: 

•	Exclusive data from a global survey of 400 business decision-makers
•	Combining voice recognition with search, commerce, and automation
•	Why implementations are largely use case driven
•	Redefining “voice of the customer” (i.e. better listening and intent recognition)

Delivering Business Value with Automated Speech Recognition

In this webcast, Opus Research’s Dan Miller will introduces a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank. Rufati will deliver a presentation that includes details about how Westpac encourages customers to use a multiplicity of communications channels, including social media platforms, to conduct their banking and satisfy customer care requirements. Based on “Net Promoter Scores,” they have tangible evidence that they have turned customer into advocates.

Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy

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Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy

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