Category Archives: omnichannel

Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp

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One of the bigger developments in customer services has been the impact of social media — both as a place to vent frustration or praise (mostly frustration), and — especially over messaging apps — as a place for businesses to connect with their users. Now, customer support specialist Zendesk has made an acquisition so that […] Continue reading Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp→

Twilio acquires email API platform SendGrid for $2 billion in stock

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Twilio, the ubiquitous communications platform, today announced its plan to acquire the API-centric email platform SendGrid for about $2 billion in an all-stock transaction. That’s Twilio’s largest acquisition to date, but also one that makes a lot of sense given that both companies aim to make building communications platforms easier for developers. “The two companies […] Continue reading Twilio acquires email API platform SendGrid for $2 billion in stock→

8 Tips for a Secure and Frictionless Mobile First Strategy

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This blog is based on an article authored by David Vergara, Director of Security Product Marketing, VASCO, that first appeared 2/21/2018 in Credit Union Times. As part of a secure and seamless mobile first strategy, banks, credit unions, and other fin… Continue reading 8 Tips for a Secure and Frictionless Mobile First Strategy→

Omnichannel Fraud Prevention: Managing Risk in a Digital Age

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Several payment trends drive the need for omnichannel fraud management. From consumer preferences and FinTech innovations to regulatory drivers, such as PSD2 and Faster Payments, learn what is creating changes in the payments industry in 2018.
The pos… Continue reading Omnichannel Fraud Prevention: Managing Risk in a Digital Age→

Applying Cross-Channel Data to Improve Fraud Detection

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Risk-based authentication leverages machine learning to consume third-party fraud data and business intelligence to predict fraud risk more accurately and allow good customers to pass unhindered. Learn how one organization was able to leverage business… Continue reading Applying Cross-Channel Data to Improve Fraud Detection→

Cogito leverages human behavior to nudge customer relationships

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speech-data-conversation We’ve all had crappy customer service calls. Primed by staticky elevator music and the ever-mysterious agitating echo, most of us come into calls with strained patience. On the line, customer service and sales agents are paid to build relationships, but after a long day of working with callers (who typically only call if they’re having a problem), even the bubbliest of people can… Read More Continue reading Cogito leverages human behavior to nudge customer relationships→