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. Firefly is used as a portal for your users: driving the call from the dialer, managing updates to your internal systems and databases and then invoking post call activities or tasks such as the creation of emails or documents. Integration is orchestrated by business users through the visual Spark Mapping process (while subject to rules which ensure essential IT concerns are managed).

CRM Integration and Orchestration
Throughout a call or at call disposition a user may document or create activity based tasks based on the call flow. Firefly handles this orchestration 'behind the scenes' as part of the call process in a manner that is completely invisible to the user. For example: