FocalScope

FocalScope

par FocalScope

Qui utilise FocalScope ?

Des PME aux grandes entreprises à la recherche d'une solution performante et conviviale de gestion des cas d'assistance par e-mail et de chat en direct basée sur Microsoft SQL. C'est vous qui décidez si vous préférez une solution de serveur cloud ou interne.

Description de FocalScope

Solution web de chat en direct et de helpdesk de billetterie basée qui aide ses utilisateurs à gérer de grandes quantités d'e-mails et à fournir un service client de haute qualité. Des entreprises telles que Radisson, American Express et DHL lui font confiance pour réduire les temps de réponse et faire progresser leur support client vers un niveau supérieur. Option de déploiement en tant que serveur interne basé sur Microsoft SQL. Support multicanal avec SLA, tableaux de bord et reporting. Support global 24 h/24, 7 j/7. Essayer gratuitement.

Informations sur FocalScope

FocalScope

http://www.focalscope.com

Fondé en 2007

Prix de FocalScope

FocalScope est disponible en version gratuite et propose un essai gratuit. La version payante de FocalScope est disponible à partir de 20,00 $US/mois.

À partir de

20,00 $US/mois

Version gratuite

Oui

Essai gratuit

Oui

Déploiement

Installation (Mac)

Cloud, SaaS, web

Installation (Windows)

Mobile (iOS natif)

Mobile (Android natif)

Formation

Formation présentielle

Formation en ligne en direct

Webinaires

Documentation

Ressources d'aide

Service de support permanent (réponse directe)

FocalScope - Fonctionnalités

Logiciels de chat
Chat proactif
Ciblage géographique
Formulaire hors ligne
Intégration de tiers
Partage d'écran
Réponses préenregistrées
Stratégie de marque personnalisable
Suivi des visiteurs de sites web
Transferts/Routage
Alertes et remontée des problèmes
Assistant virtuel
Base de connaissances
Enquêtes et feedback
Gestion des centres d'appel
Gestion des e-mails
Gestion des flux de travail
Gestion des listes d'attente
Gestion des rendez-vous
Intégration des médias sociaux
Messagerie instantanée
Mesure des performances
Portail libre-service
Alertes et remontée des problèmes
Chat en temps réel
Communication multicanal
Gestion de la base de connaissances
Gestion des accords de service
Gestion des billets
Gestion des ressources informatiques
Intégration des e-mails
Monitoring réseau
Portail libre-service
Routage automatisé
Stockage de documents
Stratégie de marque personnalisable
Suivi des interactions
Centre d'appel mixte
Centre d'appels entrants
Centre d'appels sortants
Chat en temps réel
Enregistrement des appels
Gestion de la remontée des problèmes
Gestion des campagnes
Gestion des listes d'attente
Journalisation des appels
Mode progressif (progressive dialer)
Numéroteur manuel
Numéroteur prédictif (predictive dialer)
Rapports et analyses
Scripts d'appel
Serveur vocal interactif (SVI)

Avis sur FocalScope

Afficher 5 avis sur 27

Note globale
5/5
Facilité d'utilisation
5/5
Service client
5/5
Fonctionnalités
5/5
Rapport qualité-prix
5/5
Ismadi I.
Assistant Director- Customer Retention
Télécommunications, 1 001-5 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 23/05/2018

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

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

Avantages: 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.

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

  • Provenance de l'utilisateur 
  • Publié le 23/05/2018
Morten S.
Lead Customer Service
Vente au détail, 5 001-10 000 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 23/05/2019

"FocalScope Call Center and Ticket System is AWESOME"

Avantages: 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.

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

  • Provenance de l'utilisateur 
  • Publié le 23/05/2019
Arvid K.
Director
Internet, 13-50 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 28/05/2019

"User friendly interface that is easy to navigate"

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

Avantages: 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.

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

  • Provenance de l'utilisateur 
  • Publié le 28/05/2019
Mario V.
IT consultant
Loisirs, voyage et tourisme, 1 001-5 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 18/02/2019

"We are BIG FAN of FocalScope email ticketing system "

Avantages: 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.

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

  • Provenance de l'utilisateur 
  • Publié le 18/02/2019
Kenneth K.
System Manager
Services d'information, 2-10 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 04/10/2017

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

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

Avantages: 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.

  • Provenance de l'utilisateur 
  • Publié le 04/10/2017