Opus Research projects core CCaaS platform spend (routing, channels, the interaction layer everyone pays for) will compress, but the mix within it shifts meaningfully as AI moves from overlay to operating layer.
Learn what it takes to evaluate AI strategy, understand what AI looks like at the point of care, and how to scale without scaling headcount.
SoundHound’s LivePerson acquisition signals a new phase in conversational AI, where consolidation, scale, and omnichannel CX matter most.
Anthropic’s Claude Managed Agents highlights why enterprises need to separate durable business logic from the harness used to steer today’s AI models.
Oracle’s Service Manager Workspace points toward a more agentic control plane for service operations.
Opus Research interviews TP, Alorica, TELUS Digital, iQor, Firstsource, and Atento to find credible proof of AI value depends a BPO’s strategy that connects breadth, rigor, and discipline.
Zoom is turning CX from a side dish into proof that its platform and AI ambitions are getting real.
Intercom’s Fin Apex suggests vertical AI models may become increasingly important in customer service.
Tokenized payment rails help AI agents shop and pay within defined limits.
Opus Research’s Ian Jacobs and Peter Headrick talk all things EC with special attention paid to AI pricing, CX orchestration, and the strategic role of data platforms.