As digital security concerns mount, the adoption of Multi-Factor Authentication (MFA) solutions becomes increasingly critical for protecting online identities and data..
The call came in early Sunday morning: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately. Our customers cannot phone us, which is a major problem..
From 2020-2022, a combination of global events brought about significant disruptions to society and business that will take time to overcome. But not all these disruptions were harmful..
Today’s customer services teams conduct most of their daily operations online. The internet has made it much easier to connect with customers and solve their problems, but it also poses some unique security risks..
National Express has chosen the 8×8 XCaaS integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient regardless of work location..
Whether you’re making a change to your bank account or reaching out to your wireless provider about a SIM card, identity verification is a major part of ensuring that only authorized people can change your account..
One-time passcodes or OTPs sent to mobile phones are the cornerstone of many organizations’ customer authentication strategies. This is in large part due to the positive reputation it has with consumers..
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, MD of Encoded, discusses how the cloud, open banking and SCA regulations help protect the customer, agents and merchants..
Reviewing the UK Contact Centre Decision Makers Guide, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern..
Many business owners don’t take steps to protect their systems from these attacks until it is too late. In this article, we’ll talk about ways to keep your customers’ data safe from cyber attacks and why it is so important..
Information has become somewhat of a currency these days: this includes both your data and the data of your customers. If your business collects user data, you need to implement tough security measures..
Adam Bromage-Hughes, Technical Director at Encoded takes a closer look at the Payment Services Directive, PSD2 and discusses why SCA is so important for companies and customers..
No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data..
Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..