secure real-time customer communications with aws

© 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


Agenda

• A Bit About FICO & CCS

• FICO’s Interest in AWS

• Application Security

• Real-Time Communications

• Summary


A Bit About FICO & CCS


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

http://www.fico.com/

FICO Operates Across Multiple Industries and Globally

Industry Clients Include Client Sample

BankingMore than half of the top 100 banks

InsuranceTwo-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

Government100+ government agencies


Customer Engagement Across the LifecycleThere 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


FICO & AWS


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


“Both my Engineering &

Operations teams were very

skeptical at first…

Now they don’t want to work in any

other environment.”


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.


Application Security in AWS


“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.”


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.


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.


Real-Time Communications


“Deploying real applications

rapidly requires true flexibility in

our global communication

capabilities. AWS is opening a

whole new world of opportunity.”


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).


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.


Summary


“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.”


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.


Thank you!

Simon Woollett, Vice President at Fair Isaac (FICO) CCS

(And enjoy your lunch)

secure real-time customer communications with aws

Technology