FICO® Customer Communication Services

Digital communication for origination and onboarding, fraud management, and debt collection.

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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.

Customer Communication Services

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.

Digital communication drives results

See how FICO helps deliver real business results and better customer experiences for leading organizations across industries and around the world.
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90
%
Of inbound contacts handled automatically
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25
%
Of loan applications completed through self-service
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50
%
Decrease in loss per fraud case
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75
%
Of collection dialogues handled automatically

Technical Details

FICO solutions are built on the most advanced analytic science, leveraging decades of pioneering innovation and real-world expertise.
Preconfigured, modifiable business rules, workflows, templates, and scripts specific to each lifecycle decision area.
Manages any number and variety of two-way interactions.
Automatically follows consumers who switch channels while maintaining continuity.
Ready-made integration with FICO® Falcon® Platform, FICO® Falcon® X, FICO® Debt Manager™, FICO® Origination Manager and a variety of other systems.
Configurable compliance framework for enforcing regulatory rules specific to use case, account characteristics, geography, and legal jurisdiction.
Captures detailed interaction and outcome data, which is returned to host system and is available for data analysis.
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From the FICO Blog

Get the latest insights, solutions, and strategies for improving business results from the FICO experts and thought leaders.
June 26, 2020

Transforming the Customer Experience: Telecommunications

Read more
December 18, 2019

Telecommunications Predictions 2020: Ready for the AI Fiasco?

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April 22, 2020

Looking Ahead and Preparing for a Post-Coronavirus World

Read more

Accelerate your omnichannel communications across the credit lifecycle

Boost origination and onboarding, detect more fraud and resolve more debt with digital interactions.