Firefly - summary

Firefly allows a process to be drawn by the relevant expert and published as a web-based interactive guide. Contact center staff, for example in a Technical Support Center or a Telesales Call Center, can then manage customer interactions with the expert’s level of skill.

Typical applications for Firefly include:

Solutions	Examples
Helpdesk troubleshooting	Hewlett Packard - Web Self Service Support	Try it out
	AMD - Web Self Service Support	Try it out
	Modem Troubleshooting	Try it out
Sales scripting	Stakeholder Pension Review	Try it out
Interactive procedures	Human Resources Benefits	Try it out
	Health and Safety Review	Try it out

Features

Fast and simple to design
An expert in the relevant process uses a simple, visual, drag and drop interface to specify the relevant technical support process, sales script etc. Free online training and certification on how to use the design tool is provided. No IT programming skills of any sort are required.

Fast and simple to deploy
In just a few mouse clicks, the flow diagram or decision tree generates a series of interactive screens which can be published to the web for use by staff or customers. Typically clients create and deploy applications at least 10 times faster than traditional software development projects.

Easy to integrate
Firefly uses web services/industry standards, data is easily integrated with existing systems (e.g. CRM databases, help-desk or call center applications). Full data synchronization enables data collected from end users to be pushed back to other existing IT systems. A typical integration would take 2 days to deploy Informavores offers a service to perform this integration if required.

Built in reporting
Built-in audit trails give instant access to information - as graphs, tables or in plain language - which describes how end users, either as individuals or collectively, have used the Spark Application. This valuable business information can be used to both improve processes as well as improve the user experience.

Publish controls and versioning
Firefly's unique publishing process enables multiple process designers to have tiered permissions for publishing, reviewing and approving. This process avoids any publishing errors and enables internal testing of the applications before going live.

Search and Knowledgebase
Firefly comes with an optional search and knowledgebase capability to enable users to search for processes/guides via keywords. This cuts down searching and enables users to find the right solution quickly with minimal effort.

Enables compliance
Built-in audit trails enable businesses with compliance or regulatory requirements to track, manage and report on processes easily and effectively. Firefly keeps a full audit trail of decision made with date/timestamp and users details.

Standard user management
Firefly can integrate with your existing user management systems such as LDAP or Active Directory. This enables user information to be kept centrally and avoids any duplication of IT resources.

Instant corporate branding
Customizable design templates which change the look and feel of the user and administrator view mean that within a few minutes a corporate brand look and feel for you application can be achieved. The applications can also appear within your corporate website or intranet site frame.

Scales with your business
Firefly can supports from small teams to 1000's of concurrent users accessing different processes at once. Firefly enables your business to be able to centralize your processes and with our "project spaces" you can break up your processes into different domains providing different views dependent on the user.

Migration path for existing system
Informavores can help migrate your existing process documents, Microsoft Visio diagrams, flow charts or decision trees.

Firefly License Structure

Firefly Designer	Desktop application to design the process or decision tree Runs on Microsoft Windows XP, Vista, Linux and Mac
Firefly Offline User	Desktop application to view and use guides for offline users Runs on Microsoft Windows XP, Vista, Linux and Mac
Firefly Web Server	Web Server Application used to deploy processes and share guides Runs on Microsoft Windows, Linux, Sun Solaris or any Java ready Web Server

Hosting
Informavores can host your Firefly Web Server application to avoid any IT infrastructure impact and get you up and running in days.  We will create an account which you can publish and manage remotely including full audit trail and reporting.  For more details on our hosting service please contact us.