No downtime during pandemic shutdown

Client: Several leading Chinese banks

Challenge: Maintain continuity of collection communications with few or no collectors while adjusting contact strategies to handle surging case volumes and rapidly changing business and social conditions. Majority of cases to self-serve, critical cases to agents.

Solution: FICO® Customer Communication Services intelligent omni-channel communication manager and focused assistance from the solution success team

Results: Up to 20 times the case volume handled 100% by automated communications; no downtime in transition from fully staffed call centers to “lights out” operation