Take the Strain on the Web

With millions of global active web users and numbers increasing it's accepted that the web provides one of the most powerful interfaces to your customers. With Firefly on your customer portal, your customers can interact with your company as if with one of your most skilled customer services staff - all day, any day and 24 hours a day.

Firefly not only brings the power of knowledge and guidance to your website: it also links back into your systems, keeping customer data in one place and giving your clients a truly seamless experience. With Firefly, online users can walk through multi-step processes: stopping and saving, then resuming when they're ready, and ensuring a highly positive web experience.

Consistent Multi-Channel
Once captured in Firefly, company best practice processes can be published both to your call center and your web portal. By managing your best practices centrally in Firefly you are guaranteed to deliver a consistent multi-channel experience to your clients.

Easy Web-enabled Design
After only a few hours of training, business users illustrate their processes with Firefly. Using Firefly's visual design process, Spark Mapping, online processes are built by business experts - no IT intervention is required. Time to market for a new, or amended, process is measured in hours or days, not weeks or months. Our technology can be used to create many different styles of interaction:

• Interactive FAQ's
• Troubleshooters
• Automated personalized documentation
• Online process guidance.

User Centric
Firefly creates web applications which can be seen through any browser, including Microsoft Internet Explorer, Mozilla Firefox, Apple Safari and Google Chrome. Unlike other technologies Firefly does not require any plug-ins or Active X controls so your customers will be able to use your site with no need to download additional software.

Deliver an Answer
As Firefly's portal conversations with your customers are detailed and specific, so their queries receive precise answers rather than bland, generalized solutions. Firefly has been proven to divert call center traffic to the web. However, if a client starts with the web portal then needs more help from the call center, an agent will be able to pull up all the data the client has entered on the website.

Joining up Systems
When your customers amend their details on your customer portal, Firefly posts changes back to your CRM or other systems. This use of Firefly maintains data quality and will reduce call time should the customer subsequently contact your call center. Firefly is agnostic to your back end technology and can insert records into one or many systems. Firefly can be used to present consistent processes to your staff and customers even if underlying technology changes as a result of, for example, company acquisitions or technology upgrades.