Customer Communications for Collections

Increased Contact Rates and Debt Resolution

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

increase in right-party contacts

of contacts resulting in promise-to-pay or payment

kept promise rate, up from 5%

Overview

Connecting self-serve communication and AI to enhance debt collection

Today, customers have an expectation around personalized services and convenient communication channels, especially when it comes to debt collection. They want to be treated respectfully — given convenient, discreet, self-service payment options to resolve past due accounts, speak to an agent when they choose, and have a sense of control over the process. Customers want to script their customer experience, or self-serve, across the multiple communication channels with continuity. This is digital omnichannel communication. Leading companies are using digital channels with AI to meet these expectations to collect more debt and automate payment at a fraction of what it costs using human agents.

Empower your customers to self-serve with digital omnichannel communications.

FICO® Customer Communication Services for Collections is a solution for executing high-volume digital outbound communication strategies.

It automates customer interactions through channels that are most likely to get a response or debt resolution, such as automated voice, SMS, and email. This is done through flexible cloud technology with simple drag-and-drop features to rapidly build, implement, deploy, and extend communication solutions.

Customer Communication Services connects natively to FICO® Platform, which offers easy access to capabilities such as rules, analytics, optimization, and machine learning to help create and execute intelligent digital communication strategies.

With a rich feature set of advanced tools, FICO empowers business users to make faster, smarter, customer-focused decisions.

Why FICO?

FICO Customer Communication Services connects to FICO® Platform, empowering organizations to optimize communication strategies to ensure 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.