Name: Managed Customer Engagement – A Disruptive Way Forward for CX
Start: 2021-08-19T18:00:00Z
End: 2021-08-19T18:00:44.000Z
Location: BrightTALK
Rating: 4.3

Business use cases for Conversational AI, Generative AI, LLMs, and Conversational Intelligence. In-depth analysis, real-world case studies, and proven business value for customer service, CX, marketing, and revenue acceleration. 

The typical B2C buying journey is digital-first, but it’s not digital-only. Most high-value leads convert via the contact center for B2C brands in high-touch industries where purchases are complex and expensive. However, the laser focus on digital loses sight of the offline experience, causing disjointed buyer experiences for customers and poor revenue growth for brands. 

The modern online-to-offline buying journey requires full orchestration from the first click to the final human touch that drives the sale. Invoca’s revenue execution platform accomplishes this by connecting the contact center to every caller’s digital journey data. This brings the details of the digital journey straight to the agent who picks up the phone and enables sales and marketing leaders to optimize every piece of the buying journey. 

Join Opus Research and Invoca for a live, interactive webinar to learn how connecting the buying journey data from click, to call, to conversion drives more revenue and customer lifetime value. Topics include:

*  Using revenue execution platforms to connect the contact center, sales, and marketing teams
*  Identifying and predicting customer intent to improve CX, retention, and conversion rates
*  Adding AI-powered automation that optimizes agent performance, CSAT, and revenue
*  Establishing revenue-focused KPIs for the modern buying journey 
*  How to utilize AI-powered first-party customer data in a secure and privacy-friendly manner

Making the Digital-Age Contact Center a Revenue Machine

The pressure to deliver exceptional customer service has never been greater. Traditional customer care automation technologies, while foundational, often are rigid and inflexible. Many fall short in handling complex customer interactions. Enter Generative AI (GenAI), a transformative technology poised to redefine the norms of customer service. 

GenAI is a fast-changing technology. Customer care organizations can maximize its potential by understanding and identifying ways to employ AI-infused resources. Join Opus Research and Enghouse to learn how AI benefits contact centers, including a how-to, self-assessment framework to help you effectively prepare for specific, practical implementations. Topics include:

* Defining the core benefits of GenAI to better service customers
* Considerations for success: new workflows and flexible architectures
* Identifying first-order concerns, managing expectations, and developing a holistic approach
* Real-world case studies and practical implementation examples

Smarter CX: Leveraging the Practical Opportunities of GenAI

Struggling to navigate the maze of Intelligent Virtual Assistant (IVA) solutions? Let's put those doubts to rest. Dive into an engaging roundtable where we tackle the hottest questions of the year head-on (no doubt, GAI is top of the list). Our seasoned panel will provide clarity and insights on common inquiries, including:

● How can I seamlessly integrate IVAs with my existing systems and workflows?
● What role does Generative AI (GAI) play in optimizing IVA performance, and how can I leverage it effectively?
● How do you ensure security and compliance in IVAs amid advancements in Generative AI?
● How can I maximize ROI and ensure long-term value for my customers and business from my IVA investment?

Secure your spot today to ensure you are equipped with the knowledge and strategies needed to navigate the IVA landscape with confidence.

Expert Panel: Top Questions about IVA, GenAI, Security, and ROI…Oh My!

The threat of “Deepfakes” can spoof even the most sophisticated anti-fraud technologies. But advancements in voice biometrics are proving to be a key component to provide the levels of accuracy, simplicity, scalability and robustness required to address today’s challenges.

Join Opus Research, SymNex Consulting, and IngenID  to gain insights and hear recommendations surrounding factors that ensure successful deployment of voice biometrics. Topics include:
* Respect for privacy and user consent: What it means and how to accomplish it
* Simplicity, Scalability, and Usability: How to succeed with end users at scale
* Future-Proof Deployments: How to tune and optimize deployments over time
* Taking on Deepfakes: Why voice biometrics are emerging as a trusted resource for detecting these scourges to phone based and electronic commerce

What it Takes to Succeed with Voice Biometrics in 2024

AI technologies, including Large Language Models (LLMs) and Generative AI, promise to help organizations significantly improve customer experience while making operations more efficient for agents and employees. Successful deployments, however, depend on how well companies are prepared to employ powerful new tools to improve customer service while automating and streamlining tasks for employees.
 
Join Opus Research and SESTEK as they discuss how customer care organizations should evaluate and understand AI and LLMs to ensure their strategies align with business objectives and operational improvements. Topics include:
 
* Making the most of AI and LLM breakthroughs and new opportunities
* Avoiding common pitfalls in user adoption and project execution
* Partnering with experienced vendors to leverage previous technology investments
* Developing real-world use cases that meld authentication, automation, and analysis

Applied AI: Accelerating Impact at Customer Service

In the recent "The Inside Story: Factors Propelling Speech AI in 2023” webinar, we delved into the current state of speech AI, leveraging the insights gleaned from surveying 400 business leaders on the State of Voice Technology in 2023.

In part two of this series, we will dive deeper into the world of language models, from their fundamental concepts to the latest advancements in the field. We will also shed light on the promises and perils of large language models, as well as discuss how domain-specific models can offer a tailored approach to address various challenges.

In this webinar, you will learn:
* Language model architecture and training paradigm 
* Compromises between using LLMs versus DSLMs
* Business impacts of DSLMs and real-world examples showcasing their benefits
* What’s on the horizon for LLMs and DSLMs

“Big Enough” Language Models: Domain-Specific Approaches to Speech AI

The use of speech recognition and natural language processing has been growing steadily over the past years, but what does the future hold? This webinar aims to break down the current state of speech AI, with insights from the 2023 State of Voice Report conducted by Opus Research, as well as explore the opportunities and challenges that lie ahead. From the increasing demand for voice-enabled devices to the rise of low-latency models, we will explore how speech AI is defining the shared futures of human-computer interaction and customer experience. In this webinar, you will learn:

* Why the adoption of Speech AI is on the rise, with a special focus on “voice bots” / intelligent agents
* Key improvements required to unlock even greater adoption of Speech AI
* How and why language models (both Large and Small) can improve the Speech AI experience

The Inside Story: Factors Propelling Speech AI in 2023

A series of accounts in tech news outlets and mainstream newspapers make it sound like anybody with voice synthesis software can spoof their way through contact center authentication routines. Truth is, all of us have to be sensitive to how Deepfakes and Synthetic Voice can take advantage of security holes within business organizations. 
 
Contact centers are an increasingly attractive target as work shifts to remote resources, workflows change and calls increase in both complexity and volume. A recent global survey by Opus Research documented a multiplier effect spawning increases in resource requirements on contact centers if they are to maintain customer service levels. The imperative is on customer service organizations and businesses of all sizes to acknowledge and understand these new threats and security exposures.
 
Join this live, interactive webinar with Opus Research and ValidSoft to learn more about the rapidly evolving threat landscape and what you can do about it.  Topics include: 
 
* Current challenges for security and authentication based on global survey results
* Reality check on the impact of Synthetic Voice and Deepfakes
* Deep dive into methods and practices for stepping up security without decrementing customer service or employee productivity
* More modern approaches to thwarting emerging attacks

Synthetic Voice and DeepFakes: What’s Real and What You Can Do About It

Marketing, sales, and customer support are constantly under pressure to meet ROI objectives through advertising optimization, sales acceleration, and cost control measures. Today’s high inflation and economic headwinds have raised the financial stakes dramatically. To thrive in this challenging environment and stay one step ahead of the competition, leading organizations use conversation intelligence.

Join this live, interactive webinar (Tuesday, Feb 14th at 1pm EST) to learn how conversation intelligence can help you address the challenges in today’s new economy. You’ll hear from executives at: Invoca, the leader in AI-powered conversation intelligence; Spectrum Retirement Communities, a leading operator of retirement, assisted living, and memory care communities; and Opus Research. The three will discuss how conversation intelligence empowers organizations to spend smarter and improve return on investment from marketing budgets, all while prioritizing the customer. 

Tune in to learn how to:
• Apply the insights gleaned from web searches, mobile apps, messaging, and phone calls to optimize marketing campaigns
• Identify customer needs and create personalized experiences that improve conversion rates
• Improve the customer experience by reducing the frequency of abandoned calls, long hold times, and call transfers

Addressing Challenges of the New Economy with Conversational Intelligence

For too many businesses, deploying bots has been a costly drain on financial resources and personnel without commensurate business benefits. Today, new technologies, informed by large language models, promise to reduce the time it takes to train chatbots and intelligent virtual assistants minimizing the headcount required to deliver high-quality, conversational self-service.  

Join this live, interactive webinar (Wed., January 25th, 1pm EST) with seasoned conversational AI practitioners from Knowbl and executives from Opus Research to learn why last-generation chatbots struggled and how new transformer-based solutions improve efficiencies to deliver better customer experiences precisely when they’re most needed. Topics under discussion include:

• How the latest transformer-based, large language models (like ChatGPT) fit into an enterprise's self-service strategy
• Why last-generation chatbots have been limited and underwhelming
• What prevents new solutions from entering production and delivering on the self-service promise of AI
• What approaches enable brands to bring transformer-based solutions to production in a fraction of the cost and time

Making Bots Better: Leveraging Transformer-Based Solutions

Brands understand that if they are not delivering great customer experiences (CX) across digital and voice channels, it is an existential threat. And data-driven brands understand that they can't manage what they don't measure. In order for organizations to be resilient, they must effectively manage this tango between digital and voice with holistic analytics across all types of conversations.
 
Whether they text or talk, businesses across multiple industries, from industries like financial services, retail, streamed entertainment and healthcare, have found ways to uncover conversational patterns and customer insights from every interaction and put it to use to improve business outcomes in measurable ways.
 
Join Opus Research and LivePerson in a live, interactive webinar (Tuesday, December 6th, 1pm EST) for a deeper dive into the technologies that help companies get past collecting pure data to derive true insights and delivering measurable results through better listening. Come learn:

• Real-world case studies and high-impact use cases for Conversational Intelligence
• How to spot previously undetected issues to glean business insights
• How to deploy tools to that generate meaningful measurements of business outcomes
• How to leverage analytics to determine automation and self-service opportunities

Conversational Intelligence: Measurable Results Through Better Listening

Successful implementations of conversational intelligence are driving incremental revenue, reducing servicing costs and improving customer experiences. Conversational Intelligence is also becoming easier to implement, thanks to companies like Gridspace. 

Gridspace is a true, full-stack provider of conversational AI. Customers including USAA, Square and Optum use Gridspace to capture, transcribe and analyze live phone calls. Last year the company added Gridspace Grace, a virtual agent platform and authoring tool, to its offerings.

Join Opus Research and Gridspace in a live, interactive webinar (Wednesday, September 28, 1pm ET / 10am PT) to discover key ways contact centers bring virtual and human agent conversations together in one place and how a fully-containerized, cloud native platform democratizes conversational insight discovery and voice automation.

Conversational Intelligence: Empowering Human and Virtual Agents

The recent high-profile Lapsus$ attack has made it abundantly clear that zero-trust must start with guaranteeing a user’s identity. Without this ability, physical network and authorization constraints are meaningless. The market needs to move quickly to plug the vulnerability in Zero Trust (ZT). With No Identity, there is No Zero Trust.
 
In this webcast, Opus Research and ValidSoft’s CEO Pat Carroll will discuss:
 • How to build Zero Trust on solid ground
 • Why you need Zero Trust Identity Security
 • How you can implement ZT Identity Security using Voice Biometrics

No Guaranteed Identity, No Zero Trust!

While a handful of voice assistants introduced by tech giants have become household names, their high-profile has not been accompanied by reliable results and repeated use.

The lack of ubiquitous voice apps and general blasé uptake by consumers has Opus Research and Speechly asking the question: are voice assistants necessary?

Join this live, interactive webinar to examine the common attributes of successful voice apps that make it easy for individuals to use very brief utterances to accomplish complex, but everyday, tasks. Topics include:

● Learnings from Successful & Unsuccessful Voice Experiences
● Impact of Speed with Voice UI Features
● Making more of search and navigation
● Preparing for the Metaverse

Voice as an Accelerant – Are Voice Assistants Necessary?

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

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

Artificial Intelligence

Chatbots

Customer Care

Customer Engagement

Customer Experience

Customer Support

Digital Transformation

Service Delivery

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Managed Customer Engagement – A Disruptive Way Forward for CX

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