Who Uses This Software?

SMEs to large enterprises looking for a powerful, user-friendly email ticket management and live chat solution based on Microsoft SQL. You decide if you prefer cloud or inhouse server solution.

Average Ratings

27 reviews
  • Overall 5 / 5
  • Ease of Use 5 / 5
  • Customer Service 5 / 5
  • Features 5 / 5
  • Value for Money 5 / 5

Product Details

  • Starting Price US$20.00/month
  • Pricing Details Pricing in 2 tiers ($9, $39)
  • Free Version Yes
  • Free Trial Yes
  • Deployment Installed - Mac
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - iOS Native
    Mobile - Android Native
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support 24/7 (Live Rep)

Vendor Details

  • FocalScope
  • http://www.focalscope.com
  • Founded 2007

About FocalScope

Web-based live chat and ticketing help desk solution which supports its users to manage large amounts of emails & provide high quality customer service. Trusted by companies such as Radisson, American Express and DHL to reduce response times and bring their customer support to the next level. Option to deploy as an inhouse server installation based on Microsoft SQL. Multi-channel support with SLA, dashboards and reporting. 24/7 global support. Try for free.

FocalScope Features

  • Blended Call Center
  • Call Logging
  • Call Scripting
  • Call recording
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

FocalScope Most Helpful Reviews

Fantastic support software from FocalScope for contact center requirements (email and phone channel)

Reviewed on 23/05/2018
Ismadi I.
Assistant Director- Customer Retention
Telecommunications, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Increased productivity . Better customer service engagement. Real-time reports and dashboards.

Pros: FocalScope offer you to access the software as a web based system or you can install the FocalScope desktop client version. The interface is smooth and very easy for staff to navigate. Email tickets can be easily shared by the agents and it is easy for staff to view customer interaction across the channels. FocalScope increases productivity dramatically. The learning curve to use FocalScope is almost nothing. It is that easy. Reporting is very nice and every super user can make their own reports. They can then easily put them on their dashboard. The reporting features are rich and easy to personalize. Best of all the reports can all be scheduled and sent to your email inbox in Excel format automatically. For the call center features I really like the fact that we can monitor the campaigns first hand and perform quality checks in real time. We can drill down on individual call recording sessions for review and quality assurance. All in all FocalScope give us a superb platform to manage phone conversations as well as emails.

Cons: Nothing bad to say so far.
We really enjoy the application and we highly recommend the FocalScope system for any contact center requirements.

FocalScope Call Center and Ticket System is AWESOME

Reviewed on 23/05/2019
Morten S.
Lead Customer Service
Retail, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: What I really like about the FocalScope software system allow us to manage all our customer communication channels within one application.
FocalScope enable us to setup channels for:
- Telephony ( call center)
- Email
- Live Chat
- 2-way-sms
- Facebook
The most important channel for us is telephony. What I really like about the FocalScope Call Center system is that I can manage our customer service team and all our +60+ retail outlets from within the same single software system. It is very easy to setup:
- Call flows
- IVR
- Operating hours
- Phone queues
- Agent pop up window to add text comments to the call
- Greetings and waiting music
I like the fact that the system gives us a full call log and option to record all phone conversations. The wall boards and reporting makes it easy for us to monitor the performance and our service levels.
The email ticketing is very straight forward to use and also give us service levels, reporting and wall boards. Live chat works the same way but in real time located on our websites.
The support team at FocalScope is super friendly and always very fast to help us with any inquiry.

Cons: I highly recommend the FocalScope system. Thumbs up.

User friendly interface that is easy to navigate

Reviewed on 28/05/2019
Arvid K.
Director
Internet, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: FocalScope is helping us to make our operation more efficient.

Pros: FocalScope offers a user friendly interface that is easy to navigate and customise to suit your needs. It also provides data on SLAs which is very useful in determining whether we as a company are meeting our agreed upon turnaround to our customers. With the live chat function, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs. The ticket numbers allocated for every correspondence makes follow up with our customers a breeze and is able to streamline our cases when we need to search for an email. We would recommend FocalScope to the small and big businesses, alike, as it makes managing communication with customers alot easier which results in quick resolution.

Cons: We found a few smaller issues with the software, but FocalScope was very quick to resolve.

We are BIG FAN of FocalScope email ticketing system

Reviewed on 18/02/2019
Mario V.
IT consultant
Leisure, Travel & Tourism, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: We are big fan of FocalScope and it is very easy for our staff to adapt to the system. The user interface is easy to navigate and is kind of similar to Microsoft Outlook. FocalScope system keeps track of the shared email communication with our customers in email threads and each tread also get ticket id and agent responsible. FocalScope also allow us to classify each ticket as open, on hold or closed.
We keep expanding using this tool in new teams and departments. The FocalScope system helps us to measure and keep track of our customer email response time and also track our SLA. The FocalScope reporting and dashboards is very easy to configure and modify to suit our requirements. We highly recommend this software to any organization that value good customer service.

Cons: So far all good and we only experienced some minor issue that was all fixed promptly.

Brilliant email management system from FocalScope. As easy to use as Outlook.

Reviewed on 04/10/2017
Kenneth K.
System Manager
Information Services, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: More productive team.
Fast response time on emails.
Track SLA for email handling.
The system is superb and FocalScope support team is very helpful.

Pros: I have worked with the FocalScope system for years in my previous role. I know the system very well and it is truly amazing.
It is so simple and flexible to use. It is a very fast application which is a very big selling point.
Our staff enjoys using the system because it is super fast and the user-interface is similar to Outlook.
It is easy for us to on board new staff to the system as well because the UI is similar to Outlook.
I highly recommend this software tool to any company that is serious about customer service and efficient email management.

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