Contact & Communicate

Right time. Right channel. Right message. Every time.

Deliver hyper-personalized experiences by engaging with customers exactly when they need you, with messaging that resonates through their preferred channels.

2+ billion

customer interactions, annually

100+

patents in artificial intelligence amachine learning, backed by seven decades of pioneering innovation

30+ years

of deep domain expertise across each customer lifecycle stage

Overview

Revolutionize customer expectations with intelligent, digital omni-channel engagement

Customer communications are no longer just messages – they’re conversations. Today’s customers expect interactions that are personal, timely, and convenient. Each touchpoint is a chance to engage in a more meaningful way. With automated, context-aware engagement, every interaction can feel connected and relevant across the customer journey. Bringing customer insights and responses together helps break down silos and create a fuller view of each customer so messages land better, decisions get smarter, and relationships grow stronger.

FICO® Platform – Omni-Channel Engagement Capability

FICO’s Omni-Channel Engagement Capability delivers automated, personalized, and contextual communications that make customer engagement more seamless and effective – enabling more self-service for faster resolution. Enhance your customer engagement by developing and deploying communication strategies without IT dependencies, and adapt quickly as market, customer, and regulatory conditions evolve – all while reducing operational costs, protecting revenue, and driving sustainable growth. Modernize communications with a comprehensive platform that eliminates the need to stitch together fragmented data from multiple systems, providing a complete customer view to design strategies, measure results, and continuously improve customer experiences.

Deepen customer relationships

Go beyond reactive. Turn every touchpoint into a proactive loyalty-building opportunity with a solution that enables personalized, context-aware communications that ensure precise timing, channel selection, and messaging. Our responsible AI virtual agents with built-in guardrails deliver consistent, compliant conversations required in regulated industries.

Deliver on your promises

Protect and engage customers across all lifecycle moments — from fraud prevention and account management to service updates and payment communications — with timely, accurate messaging that delivers a clear path to resolution with every interaction.

By making effective communications the primary gateway for customer engagement, you can reduce fraud losses, lower collections rollover, improve cure rates, increase conversion and retention, and build lasting customer trust.

Collaborate with ease

Insights from every customer interaction across the entire lifecycle enable departments to coordinate seamlessly and deliver consistent, on-brand engagements through superior customer experiences.

“We were able to respond to customers in an unprecedented way during their hour of need. The flexibility of the solution meant that video messages and self-service options could be turned around the same day. We could also use the two-way communication to better assess who needed help and who was unaffected, rather than using a blanket approach such as a uniform treatment by postcode.”

Steven Horbury, Credit and Affordability Head of Customer Operations

AGL

How it works

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

01 .

Interactive

Engage conversationally across any mix of channels.

Provide customers with the option to engage on whatever channels work best for them, whenever and wherever they want.
Leverage generative AI virtual agents and two-way communications that transform static messaging into interactive engagement with real-time responses and self-service options.
Build customized communication strategies around real-time data, client preferences, regulatory requirements, market conditions, and consumer behavior with the integration of rules-based logic, multistep workflows, predictive models, and machine learning.

02 .

Omni-channel

Seamlessly integrate omni-channel experiences across mobile apps, SMS/RCS, email, IVR, phone, self-service portals, and more. Beyond conversation continuity across channels, communication sequences are orchestrated for time-sensitive situations. Outcomes automatically influence subsequent actions to maximize customer reach and effectiveness.

03 .

Adaptive

Give business users full control of communications strategies — designing, managing, and automating complex and sophisticated workflows with the governance and scale enterprises demand.

Adapt quickly with no and low-code tools that lets business users modify, simulate, and deploy communications strategies as conditions change — without IT dependencies.

04 .

Compliant

Built-in regulatory frameworks ensure compliance across jurisdictions, with automated governance, monitoring, and comprehensive audit trails — without slowing innovation.

Customer communications for the modern enterprise

Our next-generation approach combines industry-leading AI decisioning with best-in-class customer communications to transform every interaction into connected experiences. Harness value from every touchpoint and leverage shared, dynamic insights across your entire decisioning landscape.

Person with phone silhouetted against twilight sky overlooking illuminated waterfront cityscape

Hand holding white and blue megaphone against bright blue background

Why FICO

Exceed rising customer expectations and meet business goals with the most advanced customer communications available.

FICO uniquely delivers comprehensive customer communications — from hyper-personalization to omni-channel orchestration. Our unified intelligence approach provides complete visibility across all interactions, ensuring consistent, timely, and relevant messaging throughout the customer lifecycle.