Empower Sales Staff

Firefly empowers your sales staff to do what they do best - talk to your prospects and sell your products and services. The call scripting software takes care of (orchestrates) the whole sales process, from dialer to call wrap up, automating administration without the sales person having to know or even understand the underlying business processes which guide or follow on from sales calls.

Firefly customers use our technology to support from a handful to tens of thousands of users, for outbound and inbound call centers and online portals. What's really unique is that it's all managed by business users.

Easy Script Design
After only a few hours training, business users can illustrate their processes within Firefly. Firefly's visual design process is called Spark Mapping. Scripts are built by sales people for sales people - no IT intervention is required. The technology can be used to create different styles of scripts, from supportive to prescriptive, as the process requires. Time to market for a new, or amended, script is measured in hours or days not weeks or months.

Built in Rules and Logic
Firefly enables rules or process logic to be embedded within the script, ensuring every sales person will deal with the most complex of sales situations in a consistent manner. Sales management can guarantee that every sales person makes the correct product selection, that quotations are penny perfect and that every upsell opportunity is identified. Firefly handles the most complex rules found in regulated sales and businesses such as financial services, utilities, telecoms and health care.

Simple User Experience
Firefly's intuitive interface ensures that 100% of a sales person's time is focused on conversion rather than administration. Firefly takes care of the headache of orchestrating all the systems and tasks required by the sales process - no more swapping from system to system, or flicking from one record to the next. The end user interface is so simple it requires little or no training, even for new or inexperienced staff. With systems complexities handled behind the scenes, training effort can be radically reduced - and new sales staff become instantly productive.

Automate "Anything"
Firefly not only manages the call, it also handles all the activities surrounding the call: creating a quotation, sending an email or setting up CRM tasks - all this can be designed to happen automatically. Firefly can generate dynamic and flexible PDF, Word, HTML and Excel documents containing graphics and tables and following company format and branding. During the call itself Firefly can incorporate other important systems, such as credit reference check, credit card payment or zipcode look up - directly into the script.

Call Center Focused

• Warm Call Transfer
• Stop, Save and Resume
• Exceptional Event Handling
• Agent Key and Tab Functions
• Simple Dialer Integration

Drives Integration
Firefly is designed with integration in mind. It pushes and pulls information to and from multiple systems throughout the script, delivering to the user scripts which are dynamic but simple and easy to follow. Firefly can also navigate to another system (e.g. order processing) and back again once its task is completed. Complete orchestration of the process can be achieved, guaranteeing accuracy and quality whilst minimizing call length.

Process Improvement
Firefly's reporting and auditing enables call data to be pulled by date, user or outcome. Firefly's visual reporting displays information such as the most frequent paths followed through a script, or time taken to move from one part of a script to another: allowing its author to understand how the script is actually used and to improve it, e.g. through the removal of bottlenecks.