List of FICO Customer Communication Services Customers
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Since 2010, our global team of researchers has been studying FICO Customer Communication Services customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased FICO Customer Communication Services for Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using FICO Customer Communication Services for Customer Engagement include: Barclays UK, a United Kingdom based Banking and Financial Services organisation with 93000 employees and revenues of $35.14 billion, ABSA, a South Africa based Banking and Financial Services organisation with 36779 employees and revenues of $6.24 billion, Santander Bank Polska, a Poland based Banking and Financial Services organisation with 11309 employees and revenues of $2.25 billion, AGL Energy, Ltd., a Australia based Utilities organisation with 3894 employees and revenues of $856.0 million and many others.
Contact us if you need a completed and verified list of companies using FICO Customer Communication Services, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The FICO Customer Communication Services customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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ABSA | Banking and Financial Services | 36779 | $6.2B | South Africa | FICO | FICO Customer Communication Services | Customer Engagement | 2020 | n/a |
In 2020, ABSA implemented FICO Customer Communication Services as a Customer Engagement solution to support collections and a COVID-19 payment relief program across its South Africa operations. The deployment focused on accelerated outreach to distressed customers and enabling self-paying behaviors, with the rollout publicly reported in early 2021.
The FICO Customer Communication Services implementation was configured to support rapid, multi-channel outreach and to automate self-service repayment options, using message orchestration and workflow automation typical of Customer Engagement platforms. ABSA combined the application with targeted process changes to enable timely contact strategies, scripted repayment offers, and digital payment links to increase customer self-resolution.
Operational coverage concentrated on collections and customer recovery functions within the bank, aligning collections teams and customer service workflows to the new communication cadence and self-service channels. Governance changes emphasized cross-functional coordination between collections, customer care, and risk teams to operationalize scripted outreach and to monitor program adherence.
Outcomes reported by ABSA included an increase in self-paying customers from 23% to 43% after three months, a three-month ROI of 29 to 1, and reductions in impairment charges as part of the COVID-19 relief effort. These results were cited in public communications in early 2021, linking the FICO Customer Communication Services deployment to measurable operational improvements.
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AGL Energy, Ltd. | Utilities | 3894 | $856M | Australia | FICO | FICO Customer Communication Services | Customer Engagement | 2020 | n/a |
In 2020, AGL Energy, Ltd. implemented FICO Customer Communication Services by deploying the cloud-based Personalized Collections Hub as part of its Customer Engagement capability. The deployment used FICO Customer Communication Services to orchestrate personalized video messaging and two-way digital collections within customer payment journeys.
The implementation configured the Personalized Collections Hub to deliver personalized video messages, two-way conversational collection channels, and one-click payment links, supporting digital automation and customer self-service workflows. Functional configuration emphasized content personalization, automated payment link generation, and workflow orchestration to improve cure rates across delinquent accounts.
AGL rolled out the cloud-based Personalized Collections Hub across Australia, extending an existing FICO CCS relationship that began in 2011, and applied the solution across collections operations and customer service teams to centralize digital engagement. The operational scope focused on collections and customer contact channels, shifting volume toward self-service digital experiences.
Results reported from the deployment include a nearly 30% uplift in one-click payments and approximately AUD 19 million in additional annual collections, alongside stated improvements in cure rates, digital automation, and customer self-service driven by FICO Customer Communication Services.
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Barclays UK | Banking and Financial Services | 93000 | $35.1B | United Kingdom | FICO | FICO Customer Communication Services | Customer Engagement | 2025 | n/a |
In 2025, Barclays UK implemented FICO Customer Communication Services to operationalize Scam Signal from FICO and Jersey Telecom within its fraud detection stack. The deployment uses FICO Customer Communication Services as a Customer Engagement platform to surface real time telephony signals into Barclays analytical decisioning solutions, focused on detecting social engineering and authorised push payment scams. The rollout was scoped to the bank's fraud team and front line colleagues who interact with customers across call and digital channels, marking Barclays first use of real time telco data within its decisioning environment.
Configuration centered on FICO Customer Communication Services customer communications rules, decisioning capabilities, and real time message orchestration to present personalised and highly contextualised messages in the channel of customer choice. Automation links detection triggers from Scam Signal to communications workflows so interventions can be executed when Barclays suspects customers are being socially engineered. Message personalization and channel routing were configured to support both agent assisted interventions and automated customer prompts.
Scam Signal was integrated via an API to the respective networks through Jersey Telecom, delivering real time telephony data directly into FICO Customer Communication Services. Barclays accesses those telco signals in real time and feeds them into existing fraud decisioning models and communications rules to drive immediate interventions. Operational coverage includes fraud operations, contact centre agents, and affected retail customers, with the primary business functions impacted being fraud prevention, customer protection, and contact centre operations.
Governance established decision thresholds and escalation paths so that when Scam Signal flags potential social engineering, FICO customer communications rules either present contextual messages or route the case to an agent for live intervention. Barclays and FICO won a Credit Award for Excellence in Fraud Prevention for this implementation, Barclays forecasted a 6% reduction in card fraud tied to the deployment, and the solution identified nine social engineering victims on its first day. Front line colleagues reported the control allowed them to talk customers out of scams and provide targeted education on investment and crypto scams.
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Banking and Financial Services | 11309 | $2.3B | Poland | FICO | FICO Customer Communication Services | Customer Engagement | 2017 | n/a |
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