The Convergence of Local and Mobile Marketing

In today’s contact center environments, many businesses still rely knowledge-based authentication and passwords for customer identity and verification. As has been tracked for years, these authentication methods are prone to fraud and provide poor customer experiences.

In this first installment of the “The Business of Intelligent Authentication” series, Matt Smallman, director with SymNex Consulting and Dan Miller, lead analyst and founder at Opus Research, have an in-depth conversation about the weaknesses of contact center security methods and what’s next in 2021 for redefining customer self-service with intelligent authentication.

Hear research findings and insights from the recently published "2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges"

Opus Research and SymNex Consulting provide enterprise decision makers with competitive context for evaluating selected solution providers supporting secure customer contact experiences and fraud prevention.

How textbots and SMS messaging can dramatically uplift conversions and drive critical actions that increase revenue

Join Opus Research and Marchex for a comprehensive webinar on the rise of automation in SMS and how it can be applied to accelerate prospects through your sales funnel. Actual customer use cases of Marchex Sonar will provide real-life examples of what this technology can do for businesses today.
In this webcast, you’ll hear how SMS, when integrated with automation and AI-powered workflows, helps businesses:
• Accelerate lead qualification and sales conversion by offering
• Boost sales productivity as much as 5X or 10X
• Add new customers and revenue

There’s nothing like a first-ever global crisis to expose pre-existing performance problems and known security vulnerabilities in the customer care fabric of brands around the world.

Join Opus Research and contact center software solutions provider NICE for this live, interactive webinar (June 25th) to hear about the latest industry trends and gather tips on how to fight fraud in the "new normal." Topics include:

 
* How contact center operators are turning to cloud-based solutions implement the latest technologies for intelligent authentication and fraud-loss prevention

* How workflows for both agents and customer will be permanently changed with the introduction of swift, strong and adaptive caller authentication

* The need for contact centers to incorporate a checklist of intelligent authentication solutions including real-time, risk awareness, multi-factor and more.

Cloud-based contact center specialist, Thrio, has introduced "Native Process Automation" (NPA) to help both customers and contact center agents complete their tasks. In this webinar, learn:

* Why the global pandemic has permanently altered commerce and customer care for voice and digital channels
* Integrating NPA into both agent and customer workflows
* What it takes for cloud-based services to support both agent-based and automated self-service
* How NPA delivers the benefits for Conversational AI

In this live, interactive webinar, Opus Research and Haptik discuss the following key topics:

* How existing methods of measuring intelligent virtual assistant customer experiences have limitations
* Defining "Intelligent Satisfaction Score" and how it is calculated
* How brands and enterprises are deriving actionable insights in assessing true IVA effectiveness.

How Companies Make the Most Out of Conversational AI Investments

Opus Research and customer care experts [24]7.ai discuss how orchestrating interactions that involve AI and customer service live agents is no longer an “either/or” proposition – it now means blending the best of both in ways that take advantage of what each does best.

Opus Research and Helpshift discuss the results from a survey of companies that deploy solutions that power the most sought-after customer service experience that will lead to lifetime loyalty. Learn how digital-first businesses that implement automated, conversational messaging for customer service are making an impact on the bottom line.

Join Opus Research and Marchex to learn how conversational intelligence can drive better business outcomes that can be measured and validated to convert leads, increase close rates and associated revenue increases.

An Opus Research four-year global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues. Enterprise customers show growing interest in real-time customer journey orchestration and intelligent assistance, adding elements of Artificial Intelligence (Natural Language Understanding, Machine Learning) to improve customer experience, bolster employee productivity, and enable Conversational Service Automation.

“Visual Speech Recognition” (VSR) is a game-changing technology that will prove invaluable as individuals, enterprises and government agencies expand their ability to understand spoken words in challenging environments. It is an example of how unprecedented computer power and data access can make everyday tasks easier in a "Voice-First" world. Learn more about VSR in this free webinar, September 17th.

Customers are the lifeblood of your company--but customer retention can be a challenge. In today’s highly competitive marketplace, how do you foster the type of customer experience that deepens relationships? Speech analytics are a powerful tool to give you insights from every customer interaction to accelerate business responsiveness. You can identify techniques your best agents use to foster loyalty and share them across the organization—allowing you to move at the speed of customer expectations.

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.

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

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.

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

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.

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.