AI-assisted voice support for faster, smarter service capabilities
AI transcribes, summarises, and prioritises every call instantly. Your team acts with clarity, customers get faster answers, and leadership sees what’s working—in real time.
Scalable AI-powered voice system for 5 or 5000 employees
With FocalScope, you can deploy AI-powered unified contact centers around the world and manage them centrally.
Small businesses
Scale your support capabilities efficiently as your team grows. Optimise workflows, connect every channel, and give agents the tools they need to resolve issues faster.
Mid-sized companies
Upgrade your customer support as your business grows and customer expectations rise. Access more sophisticated AI-powered features and integrations as you scale.
Global enterprises
Deliver seamless AI-powered voice and an outstanding customer experience worldwide. Tailor deployments to local environments and manage all operations and teams centrally.
Shift summary (Afternoon)
Calls waiting in queue
Avg. waiting time (seconds)
Online agents
%
SLA compliance
Remote teams, fully connected
Seamless remote collaboration
Agents make and receive calls from any device, capturing notes instantly with role-specific forms. Calls can be converted into follow-up tickets, with internal notes left for colleagues to ensure smooth shift transitions.
Managers monitor performance across all channels and locations using live dashboards and reporting, while training features let them listen in, whisper, or join calls to support agents in real time.
Customer feedback surveys
Post-call CSAT and NPS surveys
Surveys can be delivered via IVR, allowing customers to rate their experience with keystrokes, or through an SMS survey. Every survey can be tailored using AI-driven targeting, including recipients, languages, and timing. Low-score alerts are sent directly to your mailbox, with links to the original call recording for service recovery follow-up.
Beyond surveys, AI automatically tracks customer sentiment by analysing call tone and language, with notifications for flagged words to proactively manage issues.
Add CSAT and NPS scores to your AI-powered live dashboards and reporting
Add customer satisfaction ratings to your daily wallboards, and measure them against SLAs or internal KPIs. Incorporate CSAT and NPS data into specific call reports for cross-referencing, and use AI to analyse trends and identify your customers’ ideal call waiting and handling times before satisfaction dips. Establish these timings as your new gold standard, and drive targeted performance improvements.
What I really like about the FocalScope is that I can manage our customer service team and all our 60+ retail outlets from within the same system.
Morten S.
Customer service manager, Silvan
Best-in-class voice capabilities
With hundreds of smart features, and more added every month, FocalScope’s call center solution is constantly being enhanced.
Desk phones
Connect traditional desk phones using SIP-based VoIP devices from leading manufacturers like Polycom and Yealink.
Native phones
Use FocalScope built-in native phone directly from your browser or FocalScope desktop app.
Soft phones
Install and connect your favourite SIP softphones like Zoiper or Bria.
Microsoft Teams
FocalScope can route calls to Microsoft Teams, so customer service agents can make and receive calls from there. Useful for companies that already have an existing Teams set-up in place.
Port-in phone numbers
Companies do not need to give up their existing numbers. Port in any local and international phone numbers and activate them in FocalScope using SIP trunk.
Virtual phone numbers
Leverage FocalScope virtual numbers to make and receive calls from any location or device (e.g. desk phone, mobile phone or soft phone) using VoIP. Perfect for remote team set-up.
AI-enhanced call logs and analytics
Monitor all inbound and outbound calls with caller details and timestamps. Spot missed calls and bottlenecks with heatmaps, and let AI surface recordings and survey results instantly for fast insights.
AI-assisted call routing
Route callers to the right team and agent based on priority, availability, skill etc. Automatically distribute work to agents based on round-robin, utilisation targets, or define specific key account managers.
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.
Forward incoming calls to mobile
FocalScope can forward calls to external numbers including mobile phones and Skype. Allows agents to handle calls even after hours, and outside the office.
AI-enhanced voicemail
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.
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.
Text-to-speech
Use text-to-speech feature to type our desired messages, and FocalScope will convert the text into a professional human-like recording.
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.”
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.
Customer phone surveys
Collect CSAT and NPS feedback via post-call SMS surveys or text-to-speech IVR surveys, and integrate results directly into call reports for actionable insights.
AI-powered call recording
Record inbound and outbound calls with AI for training, quality, and compliance, and integrate call recordings, agent performance reviews, and trend insights directly into reports for actionable improvements.
Voice-to-text transcription
Record inbound and outbound calls with AI for training, quality, and compliance, and access recordings instantly, analyse agent performance, uncover trends, and apply insights to optimise customer interactions efficiently.
Call listening
Monitor calls by silently listening into a live session while on mute. Call listening is a realistic method for quality checks, as agents would not be aware of the supervisor’s presence.
Call whispering
Supervisors can whisper guidance into calls to support new or struggling agents, with only the agent hearing, ensuring real-time coaching without disrupting the customer experience.
Call barging
Allows supervisors to whisper guidance on live calls, supporting agents while ensuring customers get accurate answers to complex or higher-order enquiries.
Pop-up form template
To facilitate note taking, users can configure a form with desired input fields. This form will pop-up every time a call is received, for support agents to fill up conveniently in short form.
Warm transfer
With warm transfer, support agents can speak to one another before the call gets transferred. This allows agents to check availability, knowledge and provide the customer context.
Profanity alerts
FocalScope can alert supervisors when profanities or undesirable language appear in calls. Notifications can also be set for competitors’ names or any other keywords of interest.
Agent present status
Agent availability is visible across all channels, enabling supervisors to monitor, redistribute, and balance workloads efficiently in real time.
Click to dial
Agents can use the “click to dial” button in the FocalScope system to call customers directly when an email or live chat message from them is received.
Conference Calls
Set up audio conferencing with ease using FocalScope dial-in numbers. International and / or external parties can also join.
Concurrent calls
Make and receive unlimited simultaneous calls on a single number, ideal for hotlines and high-volume support.
Callback widget
Website visitors can request a callback, with FocalScope triggering an immediate call or sending details to agents for follow-up.
Waiting music
Play music while customers are on hold, choosing from system tracks or uploading your own for a customised experience.
Customer card
Get a 360-degree view of prior interactions with each customer across any channel. Emails, live chats, voice calls or social media – FocalScope will connect and display all your messages.
Dashboards
Customise your dashboard with pre-built templates and get real-time insights on call volume, missed calls, voicemails, and team performance.
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 SLA
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.
Integrations
Connect your favorite business apps like Shopify, Magento2 etc. Display relevant customer data like open orders and purchase history within FocalScope.
Technical capabilities and infrastructure
Failover configuration
In the unlikely event of an outage, FocalScope automatically connects incoming calls to a fallback number, ensuring incoming calls always come through in any situation.
Global configuration
Any change made in the FocalScope configuration is automatically replicated to all connected voice managers across locations. This saves time by eliminating repetitive administrative work.
SIP-based system
FocalScope VoIP capabilities are SIP-based and allow you to connect with any SIP-compliant hardware devices and SIP ITSP providers.
Create unique business logic
In unique situations where custom codes may be required, administrators can create and embed them within FocalScope. This allows FocalScope to be extended seamlessly to accomplish certain tasks quickly. For instance, to validate caller identity by verifying their membership number against an existing CRM database.
System monitoring and alerts
All voice managers, trunks, and extensions connected to FocalScope are constantly being monitored. Administrators can configure thresholds and alerts in the system to receive email and SMS notifications immediately in the event of any outages or errors.
Security with or without VPN
FocalScope allows you to securely communicate between voice managers and users, reducing deployment time drastically. For large organisations with hundreds of locations, FocalScope voice managers can be implemented in a cloud and on-premise combination without needing expensive firewalls. Or, we can continue to sit behind existing VPN technologies.
FocalScope for Telcos
“FocalScope increases productivity dramatically. The learning curve to use the system is almost nothing. It is that easy.
Reporting features are rich and easy to personalize. Super users can make their own reports, which can be scheduled and sent to your mailbox automatically. For phone support, I like that we can monitor campaigns, perform quality checks in real time, and drill down recorded sessions. All in all, FocalScope gives us a superb platform to manage phone conversations as well as emails.”
Ismadi I.
Assistant Director, Starhub
FocalScope for Contact Centers
“With FocalScope, we have finally got a modern platform that can easily scale. In addition, it is a big plus for us that the platform also allows us to expand our product range to our customers for the handling of emails, live chat, SMS, Facebook, etc.
We have found a perfect partner who is really good at listening to our wishes and requirements in order to constantly optimize our workflows.”
Mette Monty K.
Head of Department, Pronto Callcenter
FocalScope for Retail
“What I really like about FocalScope is that it allows us to manage all our communication channels within one application. With it, I can manage customer service teams across our 60+ retail outlets and online shop. It is very easy to setup call flows, IVRs, operating hours, queues, and the agent pop up window just to name a few.
I like that we have a full call log and option to record calls. The wall boards and reporting makes it easy for us to monitor performance and SLAs across all channels. Thumbs up.”
Morten S.
Customer Service Manager, Silvan
FocalScope for Travel
“We are a travel management company serving the offshore, marine, yachting and corporate sectors. With over 200 staff located in 22 offices, we needed a solution that can connect our teams globally and help us coordinate 24/7 support.
With FocalScope, we can maintain an efficient single-point of contact with customers, and fulfill requests from reservations and ticketing to billing. More than just an IT supplier, FocalScope has been an integral part in the growth story of TravelCue.”
Nagender R.C.
Group Managing Director, Travel Cue
Connect every channel for seamless AI powered customer service
Bring every conversation into one AI powered platform for faster responses and smoother customer journeys.
Email ticketing
Handle millions of emails accurately and efficiently every day.
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.
