Conducting and Controlling the Process

Whilst traditional call scripting gives the illusion of managing the sales call, the script is just one element in a successful process. Effectively managing the customer interaction involves a set of complex tasks, data inputs and post call administration.

Firefly's unique orchestration capabilities combine sophisticated scripting with the ability to draw on data from multiple systems (from dialer to CRM), create and update data records, initiate and if required escalate tasks (e.g. setting a call back or alert a manager) - and to do each of these according to tailored business rules. Meanwhile, end users need little or no training to undertake even the most complex calls because Firefly ensures the right experience is delivered to the customer.

Complete Integration
To create a seamless process for the user as well as reducing time consuming clicks, Firefly manages integrations between applications. Deployed as a user portal, Firefly drives the call from the dialer onwards, pulling in relevant data for the agent, managing updates to internal systems and then invoking post-call tasks such as the creating and sending dynamic documents or emails. Integration is managed by your business users through the visual Spark Mapping process.

Systems Orchestration
Throughout a call, or at disposition, a user may create documents and/or initiate tasks - all driven by the call flow. This process orchestration is handled 'behind the scenes' as part of the call process, completely invisible to the user. For example: