: FICO® Customer Communication Services (CCS) is an analytically powered cloud-based communication service that helps Financial Services organizations optimize the customer experience by providing important account alerts such as fraud detection, payment validations, loan application status, and renewal reminders. As described by VP Simon Woollett, while utilizing the AWS cloud brought numerous benefits to FICO® CSS, the platform’s security features have provided the assurance that all data (including credit card information) is protected, a sentiment that FICO® can confidently pass on to their customers.

1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
April 14, 2016
Secure Real-Time Customer
Communications with AWS
Simon Woollett, Vice President at Fair Isaac (FICO) CCS

2. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Agenda
• A Bit About FICO & CCS
• FICO’s Interest in AWS
• Application Security
• Real-Time Communications
• Summary

3. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A Bit About FICO & CCS

4. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
FICO – Don’t They do Credit Scores?
Fair Isaac (FICO) is primarily an
Analytics company
“Make every Decision Count”
• Applications, Scores, Tools (+PS)
• e.g., Falcon, Debt Manager, Blaze
• HQ in San Jose, CA
• About 2,800 employees
• $800M+ revenue (2015)
• CCS=Adeptra; acquired 2012
• www.fico.com

5. FICO Operates Across Multiple Industries and Globally
Industry Clients Include Client Sample
Banking
More than half of the top
100 banks
Insurance
Two-thirds of the top US
P&C insurers
Retail/
Consumer
Goods
One-third of the top US
retailers
Health Care/
Pharma
7 of the top 10 pharma
companies
Government
100+ government
agencies

6. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Customer Engagement Across the Lifecycle
There is a frequent requirement for FICO® decisions to be turned into actions.
Customer ManagementCollections & Recovery• Investigate suspicious
activity with customer
• Take the role of directing
the claim, depending on
the action directed by the
FICO system
• Request further
information from the
claimant
• Notify 3rd party of
confirmed fraud
Fraud
• Engage customers with
friendly payment
reminders
• Engage post-delinquent
customers notifying them
of payment due
• Drive easier payment
channels to facilitate
faster payment
Collections & Recovery
• Maximize customer
engagement and
communication:
• Authorization issue
• Credit Line
Increase/Decrease
• Card Re-Issue
• Price Change
• Order Confirmation &
Reminder Calls
• Call fronting for efficient
complaints handling
Customer Management
• Request further
information or validation
• Notify agents of new
actions
• Verify customers to
tackle application fraud –
Knowledge Based
Authentication (KBA)
• Obtain references
• Adhere to regulation by
obtaining Age & ID
validation
Originations

7. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
FICO & AWS

8. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
FICO’s Interest in AWS
FICO Analytic Cloud
• Big Data needs massive scale
CCS
• Fraud & collections apps globally
• Existing large DC footprint
• Increasing complex to manage
Global expansion taking too long
• Costs escalating; capital + implementation
• Last DC build took over 18 months
• Networking, procurement headaches

9. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“Both my Engineering &
Operations teams were very
skeptical at first…
Now they don’t want to work in any
other environment.”

10. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How AWS Has Helped in Speed & Innovation
• Obvious statement – every DC location looks the same
• Just getting stuff done – projects now moving way faster
• Engineers back in control of development
• Waiting weeks for simple network changes is over
• Highly secure as everything can be segmented
• Lots of new toys to play with (or that’s what they think…)
• The latest technologies – cool stuff to use in real projects
Most importantly:
Able to leave “legacy” in place while we create the future.

11. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Application Security in AWS

12. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“Gaining customer acceptance of
our Application Security is one of
the biggest hurdles we face
globally, despite our PCI approvals.
For our security needs, the VPC is
key.”

13. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How AWS Has Helped in Application Security
One pane of glass for everything
• I can login now and see everything globally
Use of VPC for inherent network security and segmentation
• Software Defined Networks are the future!
• Most network engineers rely hardware vendor support
• Firewall rules much easier to modify, inspect and test
IAM & Key management
• All the audit and control capabilities are built in
Industry best practices come for free with correct adoption.

14. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
A few more words about PCI compliance
CCS is approved to PCI-DSS v3.1 – it’s a non-trivial audit
• We are now completing our AWS PCI assessment
• Expecting a hybrid mode (our DC + AWS) for a while
Be very clear on segmenting your systems – connectedness
• Don’t allow scope creep without realizing it
Use PCI approved AWS services
• But remember the onus is on HOW you use them
Engage AWS for security information early on.
Still needs lots of attention. Process needs don’t change.

15. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Real-Time Communications

16. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“Deploying real applications
rapidly requires true flexibility in
our global communication
capabilities. AWS is opening a
whole new world of opportunity.”

17. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Our Real Time Communication challenges
Our needs are like a small Telco
• Millions of voice minutes and messages per month
Legacy base of slow moving communication suppliers
• Can now radically cut time to bring on new vendors
Very variable traffic patterns – lots of calls in short windows
• Able to scale capacity at very short notice
• Visibility of the network traffic – people want information!
Top quality voice calls – 100% of the time – is mandatory for
us (& you).

18. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How AWS helps with Real Time Communications
Many have doubted whether voice works in the cloud
• Latency and “noisy neighbors” can lead to garbled calls / dropouts
• You may have experienced the same on poor conference calls
Thankfully, AWS has the right technology platform to cope
• Best in Class Cloud Hardware (CPUs “Hypervisor aware”)
• Hypervisor technology designed for security & robustness
• Software Defined Network technology underpinning VPC
AWS Direct Connect & VPC Peering give networking flexibility.
Dedicated EC2 instances are always an option.

19. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Summary

20. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“In a nutshell… I can expand
faster globally, monitor everything
from one place and scale when I
need, knowing it will mirror my
existing secure infrastructure.”

21. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
But we need customers willing to work
with us to take full advantage of these new
opportunities.
— Hopefully that includes YOU!
N.B. FICO proactively wishes to move CCS to AWS, but
customers will be able to choose as / when.

22. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Thank you!
Simon Woollett, Vice President at Fair Isaac (FICO) CCS
(And enjoy your lunch)