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 experience for the user as well as reduce time consuming clicks and moves between applications Firefly manages integrations among applications. Firefly is often used as a portal for users, managing updates to systems such as order processing or CRM, then initiating fulfillment tasks such as producing documents or sending emails. All integration is specified by your business users through the visual Spark Mapping process.

Systems Orchestration
Throughout a process a user may be required to document and/or update or create activity based tasks. Firefly handles this behind the scenes as part of the process without any need for the user to understand, or even know, what is occurring. An example of a Standard Operating Procedure (SOP) might be: