FocalScope

FocalScope

5 / 5 19 avis

Pour qui ?

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.


Notes moyennes

19 avis
  • 5 / 5
    Note globale
  • 5 / 5
    Facilité d'utilisation
  • 5 / 5
    Service client
  • 5 / 5
    Fonctionnalités
  • 5 / 5
    Rapport qualité-prix

Informations sur le produit

  • À partir de
    $20/mois
  • Version gratuite
    Oui
  • Déploiement
    Cloud, SaaS, web
    Installation (Windows)
  • Formation
    Formation présentielle
    Formation en ligne en direct
    Webinaires
    Documentation
  • Ressources d'aide
    Service de support permanent (réponse directe)

Informations sur le fournisseur

  • FocalScope
  • http://www.focalscope.com
  • Fondé en 2007

À propos de ce logiciel

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.

Get a complete overview of your email communication. Collaborate across departments, use comprehensive analysis tools, SLA, IM & standard responses to do more with less effort. No implementation needed.


FocalScope - Fonctionnalités

  • Base de données de connaissances
  • Chat vidéo
  • Ciblage des visiteurs
  • Ciblage géographique
  • Co-navigation
  • Conversation permanente
  • Formulaire hors ligne
  • Invitations proactives
  • Marque d'enseigne
  • Messages de raccourci
  • Option de rappel
  • Planification des agents
  • Transferts et routage
  • Alerts/Escalation
  • Customizable Branding
  • Email integration
  • Gestion des ressources informatiques
  • Knowledge Base Management
  • Messagerie instantanée
  • Monitoring réseau
  • Multi-Channel Communication
  • Portail libre-service
  • Routage automatisé
  • Service Level Agreement (SLA) Management
  • Stockage de documents
  • Suivi des interactions
  • Ticket/Issue Tracking
  • Centre d'appel mixte
  • Centre d'appels entrants
  • Centre d'appels sortants
  • Enregistrement des appels
  • Gestion de la remontée des problèmes
  • Gestion des listes d'attente
  • IVR/Voice Recognition
  • Journalisation des appels
  • Messagerie instantanée
  • Mode progressif (progressive dialer)
  • Numéroteur manuel
  • Numéroteur prédictif (predictive dialer)
  • Rapports et analyses
  • Scripts d'appel
  • Suivi des appels
  • Alertes et remontée des problèmes
  • Assistance téléphonique
  • Avis automatiques aux clients
  • Base de connaissances
  • Base de données de clients
  • Enquêtes et feedback
  • Gestion de l'expérience client
  • Gestion de la boîte de réception et des files d'attente
  • Gestion des contrats
  • Gestion des ordres de travail
  • Gestion des problèmes connus
  • Gestion des rendez-vous
  • Gestion des tickets d'incident
  • Messagerie instantanée
  • Portail libre-service
  • Routage automatisé
  • Suivi des plaintes

Derniers avis sur FocalScope

Traduction automatique. Voir l'avis original

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

5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix

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.

Traduction automatique. Voir l'avis original

FocalScope is a great email tool to handle shared email accounts

5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix

Commentaires: Better teamwork and more transparent overview of all our shared email boxes.

Avantages: Focalscope is an easy to use email ticket system. Emails are provided with tracking numbers and it is especially useful to the user to locate their email when it involves many parties. I reviewed a few other helpdesk solutions, but I am very pleased that we selected FocalScope. I like the fact that the FocalScope system is kind of similar to the Microsoft Outlook so it is piece of cake for our staff to adapt to the new system. The entire solution is built on Microsoft SQL database and that is a big advantage for us in terms of consolidating reporting data from multiple software applications. A key decision factors for selecting Focalscope over other helpdesk tools: FocalScope is a very fast application and super user friendly.
In addition to that, the FocalScope live chat function (that is included in the license) is a great tool to have on our website. It allows customers to easily contact the company for an almost immediate response for general enquiries compared to sending in an email. It also means that new clients can take that first step to getting to know more about our products, alot easier.
I highly recommend Focalscope for any company with high volume of email traffic.