Customer stories from contact centres and BPOs
See how multi-site contact centres manage multiple clients, channels and service teams while keeping ownership and performance visible.
Contact centre and BPO customer stories
Explore published stories from Agape Connecting People and Pronto.
Agape runs three contact centres with a hybrid model
A shared system connects more than 250 agents across locations serving global consumer brands, banks and telecom providers.
Read the customer story
Pronto answers 600 calls a day in three seconds
Pronto uses FocalScope across email, live chat, SMS and Facebook while managing SLAs and handling high call volumes.
Explore the customer storyWhy contact centres and BPOs choose FocalScope
Coordinate clients, teams and channels without fragmenting the work.
Separate client workflows
Organise queues, priorities and reporting around each client or service operation.
Connect hybrid teams
Give agents consistent context across offices, home-working locations and time zones.
Track service performance
Monitor workloads, response times and SLA status from one operational view.