Email Management System | Customer Support Software

Non-disruptive implementation with full AD/LDAP integration

Integrate FocalScope into your user and IT environments without disruption and minimal setup time. FocalScope supports seamlessly integration with your AD/LDAP environment, allowing you to enjoy the following advantages and benefits:

User Account Setup

You have no doubt meticulously configured your AD/LDAP environment to give the correct user access rights and privileges to everyone in your company. FocalScope's seamless AD/LDAP integration allows you to import AD user accounts into FocalScope for rapid user migration. This simplifies and speeds up the FocalScope implementation routine and ensures you maintain all the benefits of your AD/LDAP environment.

Centralized Security

Integrating FocalScope with your AD/LDAP environment allows your IT staff to maintain centralized control of all user access rights and privileges. User account credentials and information only need to be updated in your AD, and will automatically be reflected in your FocalScope environment; thus, minimizing the burden on administrators who would otherwise have to maintain and update two separate user groups.

Single Sign-on

AD/LDAP environments allow single sign-on for users the moment they connect to the domain. FocalScope can utilize the single sign-on capability of AD/LDAP environments to log users into their FocalScope accounts automatically. This ensures your users continue to enjoy a conveniently simple, yet secure login process.

AD/LDAP Contacts

One of the added benefits of integrating FocalScope with your AD/LDAP environment is that you can import all of the contacts stored in it. Normally you would have to manually export contacts and import them again, which can be a laborious effort when many users are being migrated to a new system. But in FocalScope this process occurs with one single import action, helping you migrate users with greater ease.

Operate Your Entire Call Center from within FocalScope

Combine your telephonic support with FocalScope for a powerful customer service system. FocalScope was designed to seamlessly integrate with the world's most popular IP Telephony solution - Asterisk. This combination lets you run your entire call center from within FocalScope.

Click-to-dial

FocalScope harnesses the full potential of click-to-dial. You can contact any person in your FocalScope contacts list with a single click of a button. This function is also supported in the FocalScope mobile client, and will ensure you have the utmost convenience when placing a call.

Rapid Call Routing

Frontline agents often need to transfer calls to more skilled agents or even departments dedicated to handling specific queries. A reliable and fast call rerouting ensures calls do not get dropped, and always end up at the right destination.

Incoming Caller ID

Any calls that are received will automatically show the number of the incoming caller, which allows you to identify calls before answering them. This can help you prioritize call engagement and improve call center performance.

Call and Voice-message Recording

Any calls that come in can be recorded for quality assurance purposes. All such calls can be accessed and replayed inside FocalScope. Callers can also leave a voice message if the receiving person is unavailable or attending to another call.

Interactive Voice Response (IVR)

Using IVRs can greatly reduce the strain on agents as customers use an interactive, voice prompt menu to navigate to different information that they may need. Many companies use IVRs to successfully handle large volumes of calls without any agent intervention.

Harness the Power of Social Media with Full Twitter Integration

Many companies around the world are sitting up and taking note on how to use social media to benefit their image, business, and customer relationships. FocalScope lets you harness the power of social media with seamless integration, which makes social media platforms an extension of your FocalScope environment.

Engage with your customers directly using built-in Twitter integration. We understand the importance of social networking for businesses and as such include Twitter integration for customer support.

You can easily broadcast your company news and updates to both your site and your Twitter account simultaneously. This lets you generate new topics of interest, for your customers and twitter followers, directly from within FocalScope.
You can also use the Twitter integration to receive and respond to any queries from your Twitter page. Such Tweets are replicated in FocalScope as tickets, each with its own ID. You can thus use Twitter as an additional channel for your customer support.

You benefit by harnessing the popularity and viral nature of twitter to boosts your fame and following, which grow your customer base.

Get More Performance and Features with the Thin Client

FocalScope's small thin-client (sub-300KB) can be downloaded to the user's desktop (no installation required), every time FocalScope is accessed via the browser interface. The thin client consumes less system resources than a regular browser (used to access FocalScope through the web-interface), and provides the following additional improvements and benefits:

Drag-and-drop Support

Native application interactions, such as drag-and-drop, enable you to use a single action to upload dozens of files to the document center, attach multiple files as attachments to emails, and insert images into a message body. This makes even more fun and convenient to use FocalScope, for your daily email routine.

Window Focus Management

When using the thin client, FocalScope will display user status updates and new message alerts in notification boxes, directly on the user's desktop. Alerts emanating from FocalScope will automatically pop up, and if the thin client is minimized, the tray icon will flash. This enhanced window focus management improves users' situational awareness and quickly draws their attention to pressing matters.

Application and Window Control

The thin client allows FocalScope accelerators to directly invoke external applications, whereas the web-interface can only invoke URLs. Floating windows can also be pinned to the user's desktop as sticky notes to help them keep certain information readily available.

Monitoring

User activity monitoring, such as idle detection, is only possible when using the thin client. This gives a more precise indication for user activity in the system and ensure that everyone is notified, in real-time, of peoples activities, movements, and status in FocalScope.

Hotkeys

Global and user defined hotkeys are only usable in the thin client. These hotkeys are mapped to FocalScope functions and tools to allow users to perform their work faster and with greater convenience. The web interface does not support hotkeys due to the browser taking precedence for all hotkey inputs.

Please note

The thin client is downloadable from the web-interface login screen, and can be used on any Windows machine. Administrator privileges are not required to download or run the thin client executable.

Combine the Power of your Entire Business Software Ecosystem

In order to collectively leverage the unique features in each of your business software solutions, you need solid APIs to create the data pipelines between the various applications. Once your data pipelines are complete, information can be shared from one application to another, allowing intelligent information processing and powerful data lookups.

Ecosystem Integration (API) - On-premise and Enterprise Editions only
Consolidate your entire software ecosystem for improved workflows and enhanced functionality. FocalScope has various APIs that can be used to create pipelines for data interchange with third party systems. Whether you want to add email functionality to your CRM tools or share customer data with your billing software, FocalScope APIs will broaden the capabilities of your enterprise software. This improves productivity by automating information lookups between systems.

Examples of what APIs can do:

Advanced Data Processing
Statistical Analyses
Customer Profile Lookups
Data Reformatting
Rapid Invoice Generation
Data Comparisons

Current API List:

SOAP

REST

XML

XMPP

SQL Query