1. © 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent. FICO ® Engagement Analyzer Product Showcase Alecia Jacobs Senior Consultant, Fair Isaac Advisors FICO Dave Lightfoot Product Management, FICO Morgan Nagle Product Management, FICO

2. © 2014 Fair Isaac Corporation. Confidential. Improve your collections department by using FICO ® Engagement Analyzer, coupled with world-class consulting, and cutting-edge analytics 2

3. © 2014 Fair Isaac Corporation. Confidential. In Collections People are your strength…and your weakness. Compliance & risk Collector effectiveness & efficiency Business Problems The combination of Engagement Analyzer, Consulting, and Analytics can help you raise compliance and performance of all your agents. It can help you deploy your resources where they will be most effective. Here's how... 3

4. © 2014 Fair Isaac Corporation. Confidential. Business Benefits Clients’ reported: 7–11% bad debt saving Increased conversion rates by 15% 50% reduction in staff attrition 25% increase in right party contact rates 30% increase in cash collected per agent hour Reduction call reviews by 30 hours per manager/month And more! IMPROVE COLLECTOR SATISFACTION ► Collector effectiveness ► Identify coaching/ training needs ► Map agency objectives to collector performance DECREASE COSTS ► Ensure compliance ► Poor behavior identification ► Internal/external regulations RECOVER MORE MONEY ► Collector efficiency ► Right party contact ► Payment effectiveness ► Ask for payment ► Payment arrangements 4

5. © 2014 Fair Isaac Corporation. Confidential. Overview of Engagement Analyzer Monitor calls for compliance Analyze procedures Measure results Identify training opportunities Record every call Provides real-time prompts Converts voice to phonetics Quickly searches patterns Identifies guidance through rules 5

6. © 2014 Fair Isaac Corporation. Confidential. The Right Information—Delivered at the Right Time ANALYSTS ► What Analysts Need ► Capture interactions ► Determine root cause ► Access actual customer interactions ► What FICO Delivers ► Discover issue root causes ► Develop recommendations ► Create coaching initiatives to address problems 6

7. © 2014 Fair Isaac Corporation. Confidential. The Right Information—Delivered at the Right Time SUPERVISORS ► What Supervisors Need ► Access to specific calls, by agent, aligned with specific initiatives ► Better tools for coaching ► What FICO Delivers ► Tie agent performance to corporate goals and objectives ► Surfaces calls with issues that require coaching 7

8. © 2014 Fair Isaac Corporation. Confidential. The Right Information—Delivered at the Right Time SENIOR MANAGERS ► What Senior Managers Need ► Daily, easy-to-read dashboard, showing the status of KPIs ► What FICO Delivers ► Immediate, consistent visibility into overall corporate objectives 8

9. © 2014 Fair Isaac Corporation. Confidential. Unlock Interaction Intelligence Analysis ► Listen to relevant calls ► Perform evaluations ► Deliver focused coaching ► Collector behaviors ► Payment efficiency Performance Mgmt ► Real-time alerts to collectors & supervisors ► Track issues to specific collectors/call types ► Enhance transparency for audits Compliance 9

10. © 2014 Fair Isaac Corporation. Confidential. Addressing Collections Compliance Collection Treatments Management Data Policy & Compliance Adherence Customer Satisfaction Score agents for likelihood of achieving targeted outcomes with specific types of calls Increase—and prove—regulatory compliance Generate supervisor dashboards and alerts for when to intervene Detect the conversational characteristics of best (and worst) performers 10

11. © 2014 Fair Isaac Corporation. Confidential. ► Knowledge, Intelligence and Insight ► Strategy and Analytic Development ► Business Planning ► Documentation Methods ► Monitoring, Managing and Communicating ► Monitoring Prioritization and Treatment Criteria ► Channel Management ► Communication Addressing Collections Compliance P OLICY & C OMPLIANCE A DHERENCE C USTOMER S ATISFACTION Collection Treatments Management Data 11

12. © 2014 Fair Isaac Corporation. Confidential. ► Exponential Value ► Engagement ► Exploration into Customer Communication ► Lifecycle of Customer Interactions ► Linkage Between Interactions and Behavior ► Alignment ► Conforming to Standards ► Audit Procedures ► Contact Analysis ► Reporting ► Exception ► Adherence Addressing Collections Compliance C OLLECTION T REATMENTS M ANAGEMENT D ATA Policy & Compliance Adherence Customer Satisfaction 12

13. © 2014 Fair Isaac Corporation. Confidential. ► Evaluate Agent Collections Performance ► Identify and quantify calls ► Payment Ladder ► Establishing Means ► Consequence ► Assess Compliance Risk ► Automation ► Assessment of risk based on indicators ► Data Protection Practices (DPA) ► Direct Debit Script ► Complete Performance Monitoring ► Agent Key Performance Indicators (KPI’s) ► Information Highway Why Connect Analytics and Compliance? Assess Monitor Evaluate 13

14. © 2014 Fair Isaac Corporation. Confidential. Expected Benefits—Customized Analytics Future State Match Best Agent to Each Call Classify Customers Optimize Settlements Classify Agents Enhance Collection Performance through FICO Analytics ► Speech analytics provides a scientific, scalable way of evaluating and improving conversations with consumers ► Use analytics to make your people your greatest strength Match up agents with the situations they’re best at handling 14

15. © 2014 Fair Isaac Corporation. Confidential. Value Has Been Proven Monitor calls for compliance Analyze procedures Measure results Identify training opportunities FICO ® Engagement Analyzer equals Value 15

16. © 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent. Thank You! Alecia Jacobs AleciaJacobs@fico.com 757-573-6919 Michelle Davis MDavis@fico.com 415-446-6023

17. © 2014 Fair Isaac Corporation. Confidential. Learn More at FICO World Related Sessions ► Rethinking the Status Quo: Introducing the Debt Management Hub ► Customer Communications: Clearing the Regulatory Hurdles ► Regulatory Olympics: Why Conduct Risk Matters Products in Solution Center ► FICO ® Engagement Analyzer with Debt Management ► Frameworks with FICO Advisors Experts at FICO World ► Fair Isaac Advisors: Sharon O’Connor-Clarke, Daniel Melo ► Engagement Analyzer Experts: Dave Bradford, Morgan Nagle, Ed Broyles White Papers Online ► Harnessing Text Analytics ► Collections and Recovery Charts a Course for the Cloud White Paper Blogs ► http://www.fico.com/en/blogs/category/collections-recovery/ 17

18. © 2014 Fair Isaac Corporation. Confidential. Please rate this session online! 18 Alecia Jacobs AleciaJacobs@fico.com Dave Lightfoot DLightfoot@fico.com Morgan Nagle MorganNagle@fico.com