FocalScope Review

Product Snapshot

Product Pricing

Product is available in multiple plans:

Small Cloud – $9 per agent per month
Cloud – $39 per agent per month
On-Premise – $39 per agent per month
Phone System – Contact vendor directly for pricing details

Technology

Product is available as either an on-premise or SaaS solution.

Customer Focus

Vendor works with companies of all sizes and across multiple industries.

Select Customers

DHL, Thorco, Aller Media, American Express, Radisson Hotels & Resorts

About FocalScope

FocalScope is customer service software equipped with a help desk ticketing system, live chat capabilities, and a phone call center functionality. The platform facilitates service desk functionality across multiple channels including phone, email, live chat and social media, ensures agents have access to relevant customer data including open orders and purchase history, and is equipped with a shared email ticket inbox to ensure all services tickets are visible and resolved.

The software is equipped with real-time live chat for Mac, PC computers and mobile devices, supports multiple brands and multiple languages, and is provides users with personalized live chat sign-up forms and templates. Additionally, the platform is built with a flexible workflow engine and automation capabilities, supports team collaboration processes, and is equipped with collision alerts to ensure multiple agents don’t attempt to resolve the same issue.

About the Company

FocalScope was founded in 2005 and is headquartered in Commack, New York.

FocalScope Key Features

Dashboards and report generation capabilities
User-defined drag-and-drop ticket folder structure
Threaded email conversation records
Smart email signature tools
Unlimited live chat channels, canned live chat responses, and live chat history and transcripts