Contact and Communicate

Digital customer communication management results across the enterprise

See how FICO helps deliver strong business results and better customer experiences for leading organizations across industries and around the world.

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25%

of loan applications are completed through self-service

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45%

auto-resolution in customer management cases

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6%

increase in customer retention

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50%

decrease in loss per fraud case

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75%

of collection dialogues are handled automatically

Overview

Empower your customers to self-serve with digital omnichannel communications

Dynamic shifts are occurring in how customers want to communicate with the companies they do business with. Today’s customers expect personalized, fluid, convenient, anytime, and anyway interactions. Everything matters, starting with onboarding, changing a service level, experiencing a fraud attempt, or falling behind on payment. Meeting customer expectations at scale — with enterprise-wide respect for contact preferences — is step one in the digital transformation across your customer communications management. This is digital omnichannel communication.

FICO® Customer Communication Services

The FICO® Platform — Communications Capability is a dynamic communication tool that offers the ability to provide digital customer communication and engagement with customers throughout the lifecycle — from marketing and origination to fraud, collections, and customer management. Never again will you be piecing together communications data from different systems to analyze strategies and compare results. Because it is a FICO Platform capability, you can optimize communication strategies to ensure your touchpoints adhere to customer preferences, apply machine learning analytics for more personalized experiences, and execute rules into decision making for a more consistent and satisfying experience.

Business rules

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

Optimization

Evaluate risks associated with different customer engagement 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 enhanced customer experience and greater response and action.

Why FICO? FICO® Customer Communication Services is the only product on the market that offers the ability to digitally engage with customers throughout the customer lifecycle.

Case Study

PSECU builds member loyalty and engagement

With omnichannel communications across the full customer lifecycle

”The key point in attracting and retaining our members is communication. Customer Communication Services allows us to communicate in a way that is efficient and that our members relate to.”

William Zysk, CCO — Credit Services

PSECU

How it works

See how you can make your business goals a reality and overcome your toughest challenges with a solution trusted by leading organizations worldwide.

Talk to prospects

Preconfigured, modifiable business rules, workflows, templates, and scripts specific to each lifecycle decision area. Engages consumers in automated dialogues via self-service, virtual agent, email, SMS, mobile apps, push, web, IVR, and human agents

Improve conversion rates

Customizable rules engine for customer segmentation and communication strategy selection to maximize outcomes

Collect funds

Initiate payments through voice, SMS, and web channels

Collection & Recovery

Customer centric decisions to enhance collections and recovery efficiency, effectiveness, compliance, and customer satisfaction.