FICO® Customer Communication Services

Overview

Accelerated Digital Communication

COVID-19 has been a catalyst for extensive communication innovation. Communication is an ongoing work-in-progress. As it evolves, your customers expect you to evolve, too. Are you keeping up? Omnichannel communications, including voice, text, WhatsApp, email, mobile apps, interactive voice response (IVR), self-serve portals, virtual and human agents are the components defining the digital business revolution. A full 85% of today’s customers are eager to communicate with you when they want, how they want.

Digital Transformation Drives Authentic Communication

Use a single solution platform across the customer journey — from account origination and onboarding, notifications, fraud management, and debt collection — to create seamless conversations. Interact with consumers 24/7 via any channel, picking up the thread when consumers switch channels or delays occur.

Business Rules

Adjust strategies for channel windows and customer contact treatments, using the embedded rules engine to perform segmentation, assign communication strategies, and control workflow.

Optimization

Evaluate risks associated with different communication strategies by improving decision making using data, models, and segmentation in a mathematical process.

Cloud

Run PCI-compliant deployments with baked-in disaster recovery and business continuity in the AWS cloud.

AI, ML and Advanced Analytics

Combine data-driven models, strategies, and optimization to uncover trends and insights that lead to greater response and action.

Reading reports to see what’s working has had a positive impact. We’re able to keep up in real time, which is critical. We’re changing up strategies and gaining traction with customers. We moved email up in our outreach in parallel with SMS because clearly, it’s working.

- Operational Effectiveness Manager, Major Canadian Commercial Bank

An integrated digital communications platform turns decisions into actions

Use data to properly segment accounts, integrate a powerful rules engine and get help from dedicated industry experts. Use pre-defined best practices to digitally execute consumer alerts, enhance automated origination and onboarding, improve fraud management, and increase debt collection.