No Downtime During Pandemic Shutdown

Client: Several leading Chinese banks Challenge: Maintain continuity of collection communications with few or no collectors while adjusting contact strategies to handle surging case volumes and rapidly changing business and social conditions. Majority of cases to self-serve, critical cases to agents. Solution: FICO® Customer Communication Services intelligent omnichannel communication manager and focused assistance from the solution success team Results: Up to 20 times the case volume handled 100% by automated communications; no downtime in the transition from fully staffed call centers to “lights out” operation

 

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