Last Updated
Overview
FocalScope provides a comprehensive helpdesk and contact center solution that enhances customer service reputation, simplifies agent workflows, and offers a cost-effective option for businesses. While the tool is more suitable for larger industries, it remains user-friendly, with a minimal learning curve for staff.
Overall Rating
Based on 9 users reviews
5
Rating Distribution
Positive
100%
Neutral
0%
Negative
0%
Starting Price
Custom
FocalScope Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
What Is FocalScope?
Overview
FocalScope software is a top customer service platform designed to streamline communication and engagement. It offers a unified solution for managing email tickets, voice, live chat, chatbots, social media, surveys, and self-service portals. With advanced features, detailed reporting, dashboards, integrations, and robust APIs, FocalScope ensures efficient customer service across all channels. It supports agents working from any location while keeping the team connected and focused on delivering exceptional service.
FocalScope Pricing
The FocalScope cost structure works on a subscription model and features four pricing plans, including:
- Small cloud: $9/agent/month
- Cloud: $39/agent/month
- On-premises: $39/agent/month
- Voice: custom quote
*Disclaimer: The pricing is subject to change.
FocalScope Integrations
FOCALSCOPE integrates with various third-party applications, including:
- Shopify
- Magento
- Salesforce
- SugarCRM
- Amadeus
- Gmail
- Microsoft Teams
Who Is FocalScope For?
FocalScope caters to various industries and sectors, including:
- Travel
- E-commerce and retail
- Logistics
- Contact centers and BPOs
- Help desks
Is FocalScope Right For You?
FocalScope has become a vital tool for businesses, enabling efficient handling of large email volumes from various sources. Its real-time reports, dashboards, and transparency features boost productivity, teamwork, and customer service, while its user-friendly design and flexible integration streamline operations efficiently.
Do you still need to figure out FocalScope? Contact us at (661) 384-7070 and get expert assistance from our team regarding any further queries.
FocalScope Features
Email Ticketing
In FocalScope, emails are automatically assigned ticket numbers, and related correspondences are threaded for easy tracking. Agents benefit from features like quick replies, canned messages, ticket merging, sub-ticket creation, internal notes, and team chat for efficient ticket resolution and collaboration.
Live Chat And Bots
The solution engages customers through virtual conversations on the website to enhance conversion rates and generate leads. Users utilize chatbots for FAQs and 24/7 support. Access a universal customer card for insights into customer interactions and history, ensuring informed responses from the support team.
Voice Management
As part of an omnichannel suite, FocalScope's voice solution connects teams via a unified telephony system, intelligently routing calls and measuring sentiment. The platform enables centralized management, customizable voice experiences with text-to-speech features, and secure HD calls from any browser.
Dashboards And Reporting
Streamline operations with FocalScope's live dashboards, tracking key metrics like response times and ticket volume across all channels. Analyze omnichannel data to improve performance, allocate resources efficiently, and identify trends. Use customizable reports for in-depth insights and performance optimization.
Customer Card
The system's universal customer card consolidates all interactions and internal notes across channels in one place. This unified view enables support agents to provide personalized care, anticipate customer needs, and streamline real-time conversations while simplifying quality checks and dispute resolutions.
Pros And Cons of FocalScope
Pros
Omnichannel communication management
Easy to implement and navigate
Automated ticket handling
Reports and dashboards are completely customizable
Cons
The tool may be more appropriate for big industries rather than smaller ones
Potential setup complications if unclear
FocalScope Reviews
Total 9 reviews
5
All reviews are from verified customers
Rating Distribution
5
Stars100%
4
Stars0%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
E-Learning, 1-10 employees
Less than 6 months
“FocalScope simplifies tasks, saving time and ensuring consistency”
Pros
Getting started with FocalScope is incredibly easy and it offers a wide range of useful features, such as automated ticket assignment, presentation, folder placement and more. I particularly appreciate the ability to customize working hours, SLA levels and actions like color coding, categorization and employee assignments. The internal chat and note taking features make collaboration seamless and with the integration of whatsapp, phone calls and live chats from our website, all our communication channels are effectively managed in one place.
Cons
I haven't noticed any cons so far. Perhaps this is because we were previously using Outlook/Exchange and Focal scope came in with all the features we were missing and needed.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Retail, 1-10 employees
Less than 6 months
“A top-notch system for live chat support”
Pros
We're a small retail company with an online store and we're only using the Focalscope live chat system. It's simple to install and configure and the support team is incredibly responsive to our needs. They even connected remotely to help adjust some settings for us. We are very satisfied with the system.
Cons
We didnt have any issues with FocalScope up until now. The support team is incredibly responsive, providing quick assistance for any inquiries we have.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Internet, 11-50 employees
More than a year
“Easy-to-navigate, user- interface”
Pros
FocalScope provides a user friendly interface that's easy to navigate and customize. It also provides SLA tracking, which helps us ensure we are meeting our service goals. The live chat feature adds a personal touch allowing customers to quickly contact our team. The ticketing system is excellent for organizing communication, making it easy to follow up and search through past interactions. We recommend FocalScope to both small and large businesses for managing customer communications effectively.
Cons
While we experienced a few minor issues with the software, FocalScope resolved them very quickly and we haven't faced any further problems.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Frequently Asked Questions
Does FocalScope offer an API?
Yes, FocalScope provides API access.
What language does FocalScope support?
FocalScope supports multiple languages, including English, Spanish, French, German, Portuguese, Italian, Japanese, Dutch, Danish, Swedish, and Irish.
What other apps does FocalScope integrate with?
FocalScope integrates with various third-party applications, including Shopify, Magento, Salesforce, SugarCRM, Amadeus, Facebook, Gmail, Microsoft Teams, and Office 365.
What types of pricing plans does FocalScope offer?
FocalScope pricing varies by subscription model, ranging from $9 to $39 per agent/month. It also offers a completely customizable pricing plan called voice. Users can request a custom quote for FocalScope software cost.
Who are the typical users of FocalScope?
FocalScope serves various industries, including travel, e-commerce and retail, logistics, contact centers, BPOs, and help desks.
Does FocalScope support mobile devices?
Yes, FocalScope offers support for mobile devices.
What level of support does FocalScope offer?
FocalScope provides various support options, including 24/7 live representative assistance, phone support, email/help desk, and a knowledge base.