FICO® Customer Communication Services for Collection

Omnichannel communication drives debt resolution and enhances the customer experience.

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Omnichannel communications for debt collection and recovery

FICO® Customer Communication Services for Collection engages consumers in automated dialogues that are convenient and respectful of channel preferences, including self-service, virtual and human agents, SMS, mobile apps, and interactive voice response (IVR). Collect debt while improving the consumer experience and boost rates of right-party contacts, payments, promises, promises kept, and more. 

Enabling Technologies

With 60+ years of pioneering work in predictive analytics and artificial intelligence, FICO powers our solutions with the most advanced science available.

Business Rules

The embedded rules engine performs segmentation, assigns communication strategies, controls workflows, and adjusts strategies for channel windows and customer contact strategies.


Uses data, models, and segmentation in a mathematical process to evaluate risks associated with applying different actions, improving decision making within different business environments.


FICO® Customer Communication Services for Collection runs PCI-compliant cloud deployments with disaster recovery and business continuity baked in.

AI, Machine Learning and Advanced Analytics

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

Increased Contact Rates, Better Results

of collection dialogues handled automatically
of contacts resulting in payment or promise
decrease in cost to collect per account

Technical Details

FICO solutions are built on the most advanced analytic science, leveraging decades of pioneering innovation and real-world expertise.
Work from a base of modifiable business rules, workflows, templates, and scripts.
Simultaneously conduct any number of individualized dialogues, all aligned to organization standards and performed at the level of your best human agents.
Encourage consumer response and build urgency with multi-step collection strategies that lay out a sequence of timed actions and intervals across various channels.
FICO® Customer Communication Services can receive payload files of customer data and segmentation from Debt Manager, then return detailed data about all contacts and outcomes.
Enforce regulatory constraints applicable within regions and pertaining to the nature of the contact and channel.
Perform controlled experiments, comparing current strategies against proposed alternatives to constantly improve communication strategies.
Case Study

No downtime during pandemic shutdown

Leading Chinese banks rely on FICO® Customer Communication Services for collection work without collectors
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Debt Collection and Recovery
May 16, 2023 – May 19, 2023

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Engage more customers with digital communication

Improve debt resolution and enhance the customer experience through digital self-serve payments and omnichannel communications.