Conducting and Controlling the Support 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
Firefly manages the most complex integration to create a seamless experience for the user as well as reduce time consuming clicks and moves between applications. Firefly is often used as a portal for your support team: driving a call from the dialer, pulling in data for the agent to start the call, managing updates to your systems - e.g. ticketing - and then driving post call activities, such as emailing a customer survey. This integration is managed by your support team through the visual Spark Mapping process.

Ticketing and Support System Orchestration
Throughout a support call or at call disposition an agent may document or create activity-based tasks given the call flow. Firefly handles this orchestration 'behind the scenes' as part of the call process - completely invisibly to the user. For example: