Voice Data, Conversational AI, & Compliance - A Conversation with Opus Research's Ian Jacobs
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In this episode of The Wilmac Wire, Emily Miller sits down with Wilmac CEO Steve McDonnell and Ian Jacobs, VP and Lead Analyst at Opus Research, to talk about where customer experience is headed and how AI is reshaping contact centers without leaving people behind.
Tune in to hear Ian’s perspective on:
• What’s really working with conversational AI in the enterprise today
• Why legacy call recordings are more than just compliance - they’re a goldmine for CX and AI
• How the NICE + Cognigy acquisition signals a shift toward integrated AI human collaboration
• Where contact centers…
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