Provide Seamless, 24/7 Support to Your Customers with FocalScope CONNECT
Empower your customer support with FocalScope CONNECT. Harness the power of VoIP to ensure seamless communication and immediate response capabilities. Handle emergency calls and provide global support without any additional fees. Say goodbye to expensive international toll-free numbers.
Focus on what matters most: your customers.
Enhanced Connectivity for FocalScope Users
For our existing FocalScope subscribers, integrating FocalScope CONNECT is seamless and customisable.
FocalScope CONNECT taps into the voice capabilities already integrated into your existing FocalScope platform, providing an additional channel of communication for your customers without fuss.
Available within the same, familiar interface
Whether you currently use FocalScope for email or the complete FocalScope suite, easily enable FocalScope CONNECT for your customers and seamlessly receive calls from the same, familiar FocalScope platform.
Effortless for both you and your customers
We have designed FocalScope CONNECT to be straightforward and flexible.
All you need is your existing FocalScope platform enabled for voice and for your customer to download the FocalScope CONNECT mobile app.
Customise your service team
Configure how your team members receive calls from FocalScope CONNECT with flexible setups, ensuring calls are efficiently routed within your organisation.
Set up call workflows such as teams, locations, operating hours, and after office hours call handling.
Revolutionise Customer Support, Taking Business Communications To A Whole New Level
Global, real-time voice communications
Enable customers to connect globally in real-time by downloading the app and scanning a QR code, ensuring immediate support without boundaries.
Direct click-to-call access
Avoid unnecessary call routing and enable direct, one-click communications to the relevant service teams, keeping your interactions quick and efficient. No unnecessary charges or hidden costs.
After office hours support
Provide 24/7 global support with workflows that seamlessly handle multiple teams, locations, and operating hours, ensuring that customers can reliably access support at any time of the day.
Transforming Communications Across Industries
FocalScope CONNECT can be applied in many different ways for different reasons depending on the specific needs of your business.
No matter how big or small you are, FocalScope CONNECT allows you to provide a premium customer support experience. Provide customers prompt assistance from anywhere in the world, fostering positive relationships that keep them coming back.
Ensure each customer call is routed to the appropriate groups and team members, enhancing responsiveness and service quality.
Have full visibility into the calls with call recording, call transcription, and sentiment analysis to ensure proper call handling. Should anything go awry, our failover measures ensure your backup communications are always ready to spring into action.
FocalScope CONNECT empowers travel and hospitality providers to exercise their duty of care with ease through its emergency mode of contact, putting customers in direct contact with the relevant teams.
Stand out in this highly competitive industry by prioritising the human connection between you and your customers, serving as a solid point of contact and support in unfamiliar places and situations.
This top-notch delivery of customer support not only allows for swift and efficient resolution, it also reinforces trust and loyalty which translates to lasting corporate relationships and brand advocates.
For the healthcare industry, FocalScope CONNECT serves as an essential tool for emergency contact and phone triage for homecare. Acting as an extension of care services, it ensures that patients can receive timely assistance.
The seamless communication facilitated by FocalScope CONNECT allows healthcare providers to offer continuous and reliable support, enhancing the overall quality of care and patient satisfaction.
Provide 24/7 Uninterrupted Support To Your Customers
Talk without limits – FocalScope CONNECT turns duty of care into a premium customer support experience
Step 1
Customer downloads the FocalScope CONNECT app.
Step 2
Customer registers on
FocalScope CONNECT.
Step 3
Customer scans the QR code provided by you to access your premium customer support.
Step 4
Customer can now connect with you at any time, wherever they are,
at no cost.
Ready to activate this feature?
Contact your Account Manager today!
Outstanding Customer Service – Key To Customer Loyalty
Supercharge your service strategy with voice communications through FocalScope CONNECT
Improved customer satisfaction
Remove barriers like long wait times and confusing call transfers to allow for the delivery of swift support that will leave a positive and lasting impression.
Increased customer retention
Maximise customer lifetime value with increased customer retention. Great customer support experience boosts customer confidence and return sales.
Boost customer engagement
Reliable duty of care starts with great communication— FocalScope CONNECT delivers just that.
Provide customers direct access to support without incurring additional costs, reinforcing their sense of security and care. Customers that feel valued and heard stay connected and engaged with your brand.
Redefine what’s possible with customer support
Take your communications to greater heights with our smart and insightful features.
Turn calls into follow-up tickets
Not all inquiries can be resolved in a single phone call. Users can convert calls into a new ticket or link to an existing ticket for further action. Allows traceability for any customer interaction across channels.
Call logs
Track your inbound and outbound calls. View caller name, number, and call duration with timestamps. Review missed calls and identify potential bottlenecks with weekly heatmaps. Retrieve call recordings and phone survey results.
Office hours and shift-specific routing
Input time-zone specific office hours and allocate agents as required. Outside of office hours, set a roster for agents on standby duty, send calls to voicemail or forward to mobiles. Great for mission critical situations and meeting SLAs.
Welcome greetings
Customise specific welcome greetings for each phone number that you have. Leverage text-to-speech to convert text into an audio message, or record your own voice clip.
Nested IVRs
Leverage speech-to-text feature to create multi-level interactive voice responses (IVRs). Useful for routing calls to the right teams. For instance, “Press 1 for sales; Press 2 for technical support.”
Voice-to-text transcription
FocalScope automatically transcribes calls from speech to text with high accuracy, which is great for investigations, settling disputes and training purposes.
Dashboards
Customise your dashboard using pre-built templates. Get real-time insights on your team’s performance using live data such as average response times, customer wait times and backlogs etc.
Reporting
Customise reports according to your business needs. Download or schedule them to be automatically sent to your mailbox. Reports are Excel-based for easy analysis.
Measure SLAs
Define SLAs policies based on your customers’ needs. Configure alerts so FocalScope will warn you ahead of time, and ensure your SLAs are always met. Measure performance using reporting features.
30+ language pack
Choose from more than 30 languages to run FocalScope CONNECT in.
Call recording
Record calls for training, quality and compliance purposes.
Voice mail
Allows customers to leave voicemails, where audio recordings are sent to your support team as tickets. Agents can easily triage the enquiry and follow-up. Voice mail can be triggered when queue limit is at maximum.
FocalScope for Help Desks
“Brilliant email management system from FocalScope. More productive team. Faster response time on emails. Track SLA for email handling.
I have used FocalScope for years, so I know the system very well and it is truly amazing. It is so simple and flexible to use. Our staff enjoy using it because the user-interface is similar to Outlook, and it’s easy for us to on board new agents. I highly recommend this software tool to any company that is serious about customer service and efficient email management.”
Kenneth K.
System Manager, Maalaktier
FocalScope for Ecommerce
“FocalScope is a wonderful email and live chat solution. Emails are threaded and assigned ticket numbers automatically. I find it very smart that I can add internal notes to email tickets directly. Live chat is easy to embed on our website and fully integrated with email ticketing. I like the fact we have all our channels in one software package.
I only have good things to say about FocalScope: it is easy to use, constantly updated with new features and fast support.”
Brian H.
Director, Techmaster
FocalScope for Publishers
“I love the fact that we can consolidate all our brands in one customer support system. FocalScope enables us to handle emails based on priority and automation rules. We can later obtain statistics for all customer-agent interactions and review our agent performance. Great product.”
Britta J.
Customer Service Chief, Aller Media
FocalScope for Travel
“FocalScope is clearly designed and developed by people who understand customer support in the travel industry. This is the best software I have seen in the market for email management, live chat and telephony. It’s all seamlessly connected. It’s flexible. Best of all, it is integrated to Amadeus.
With FocalScope, we have seen that we can provide faster response times to our customers, have better overview of the email flow, and work side by side in more office locations. FocalScope is a winner and I would highly recommend this tool to any company.”
Martin B.
Founder, Top Tours
All support channels in one place
There’s more where that came from. Offer customer service on every channel the easy way – with FocalScope.
Voice
Flexible and scalable telephony system for big and small businesses.
Live chat and bots
Interact with website visitors in real time and boost conversion.
Social media
Message customers via SMS, Telegram, WhatsApp, Facebook.
Knowledge base
Help customers help themselves with FAQs and support articles.