Dublin, Ireland, 21st October 2026 – Engage Hub, the data-driven AI journey automation company, today announced that Payac, a leading provider of payment services to credit unions in Ireland, has chosen us to deliver secure, seamless and scalable customer engagement across digital and voice channels.
Payac partnered with us to improve customer onboarding and account services, such as secure PIN management and fraud alert communications, with a focus on security, simplicity and efficiency. Our collaboration began with a targeted SMS solution and has evolved into a broader, cross-channel engagement strategy, powered by Engage Hub’s AI-driven platform. By leveraging automation, real-time decisioning and flexible APIs, Payac can now orchestrate customer journeys across SMS, WhatsApp, voice, email and web, delivering consistent, secure experiences at scale.
From targeted SMS use case to scalable journey automation
Having started with an SMS solution, Payac has now implemented a suite of automated and assisted journeys using Engage Hub’s platform, improving customer experience while reducing operational effort.
Key capabilities include:
- Secure PIN management: Customers can retrieve or reset PINs via SMS or voice, supported by robust identity and verification (ID&V) processes, with both self-service and agent-assisted options.
- Fraud alert communications: Real-time SMS alerts help customers respond quickly to potential fraud, with intelligent routing to maximise reach and engagement.
- Digital credential management: Customers can securely set or reset online shopping credentials across SMS, WhatsApp, email and web using one-time passcode (OTP) verification and self-service.
- Voice-assisted support: Integrated voice journeys provide additional accessibility, so customers can complete sensitive actions with automated or agent-assisted guidance.
- Foreign exchange notifications: Contextual SMS alerts deliver real-time foreign exchange rates and mark-up transparency during international transactions.
“We had a clear vision to modernise customer engagement while maintaining the highest standards of security and compliance,” said Louise Murphy, Project Manager at Payac. “By starting with a focused use case and rapidly expanding into a broader journey orchestration approach, we’re now delivering faster, more intuitive and more scalable services across multiple channels.”
The results
The scale and effectiveness of these journeys is already evident, with 22,000+ SMS requests processed in June 2026, including 12,300+ successfully completed PIN requests and 3,800+ successfully completed password requests. Digital journeys are also delivering strong completion rates, with 84.7% of 3DS password journeys successfully completed.
Across WhatsApp, 91.8% of messages were successfully delivered, helping Payac provide timely, secure communications across the channels its customers use.
Secure, customer-first experiences
By combining automation with optional human interaction, Payac is delivering faster, more intuitive services that align with evolving customer expectations – while maintaining robust security and compliance.
“Partnering with Engage Hub has helped Payac streamline increasingly complex customer journeys,” said Mark Grainger, VP Sales Europe at Engage Hub. “Our platform helps them simplify complex processes, improve responsiveness and provide consistent and secure experiences across every channel their customers use.”
With this strong foundation, Payac is continuing to explore new ways of optimising customer journeys and expanding automation, using Engage Hub’s platform to deliver connected, intelligent engagement at each touchpoint.
– ENDS –