Omni-Channel Engagement
Deliver on the promise of hyper-personalized experiences by seamlessly interacting with customers and employees on the channels they prefer.
Engage with customers 24/7 — and meet them in the channel of their choice to provide an enjoyable and secure way to converse.
Supercharge your CRM and deepen customer relationships while delivering on digital transformation initiatives with AI-enabled, enterprise-wide customer communication across mobile apps, text messaging, phone, self-service portals, and other channels. From originations to fraud, customer management, and collections, facilitate integrated, automated, streamlined, and cohesive customer experiences.
Features
Interact
Interact conversationally with internal and external customers via multiple channels.
- Provide customers with the option to engage on whatever channels work best for them, whenever and wherever they want.
- Build customized communication strategies that factor in real-time data, client preferences, regulatory requirements, market conditions, and consumer behavior with the integration of rules-based logic, multi-step workflows, and predictive models and machine learning.
Exceed ever-increasing customer expectations.
Today's consumers expect to be reached safely and conveniently through their choice of delivery channels. With the Omni-Channel Engagement capability from FICO Platform, consumers access an intuitive and natural way to engage customers. Maximize and curate moments across the customer journey.
“We sought to achieve a digital, omni-channel capability that will enable 24/7 access to our distressed customers to assist in their time of need. This capability was a crucial component to the Absa Home Loans business vision of ‘Housing the Nation’ and more specifically for Home Loans collections and recoveries…. We saw fantastic results from our initial trial. Removing accounts from the dialer resulted in a 26% reduction in call center effort, without a reduction in customers’ payment performance. By automating more work, we also saw our team’s morale improve, as more meaningful work was provided to agents.”
Sibulelo Ncamani, Change Lead, Collections Transformation ProgrammerRelated capabilities
Applied Analytics & ML
Deploy fully interpretable, real-time analytics and ML and leverage the very best AI models in the market today.
Intelligent Decisions
Model decisions with open standards, automate with business rules, and support human-in-the-loop AI.
Business Composability
Expertly compose business services that choreograph complex workflows to deliver results at scale.
