FocalScope for Travel

Deliver a superior corporate and maritime travel experience

FocalScope provides a feature-rich contact center solution that allows corporate, maritime and offshore travel management companies (TMCs) to be operate with round the clock efficiency, track SLAs, and support corporate and marine travellers faster than ever.

Seamless handovers between shifts

Follow the sun with 24/7 global coverage

In the line of corporate and maritime travel management companies (TMCs), operating an effective “follow the sun” model is a must. Put to the task of transporting people on time, safely, and inexpensively, it’s no surprise when agents often scramble to fly a CEO out for urgent meetings, or to transport a whole ship crew for emergency servicing. 

With FocalScope, this task is simplified. Agents get complete information on every interaction that take place across branches and channels, while ticket logs, call logs and internal notes supplement additional context required.

Maintain a single point of contact for busy travellers around the world, even as agents are distributed across different shifts and locations.

Deploy hybrid or full virtual teams working from anywhere

Travel management agents can access FocalScope and all channels, including voice, using their web browser, desktop thick client, or through their mobile phones. Managers are equipped with live dashboards and data, providing them with daily operational insights and allowing them to support frontline teams virtually. Regardless of location, FocalScope ensures agents are connected with customers, and each other.

Integrations with Amadeus, Travelport, Sabre

Connect to booking platform integrations 

Speed up thousands of bookings every day using integrations with global distribution systems like Amadeus, Travelport and Sabre.

With this integration, travel consultants can query the Passenger Name Record (PNR) within FocalScope to retrieve booking information. Without switching tabs, they can directly insert travel itineraries into email or WhatsApp replies.

The end result? Saving precious time on repetitive copy-pasting work and dramatically improving response rates.

Stay on top of SLA targets

Gain clarity with individual SLA tracking

Where time is of the essence, FocalScope’s service-level agreement (SLA) tracking mechanisms help TMCs stay organised and coordinate travel bookings with finesse.

Set-up individual SLA profiles for each client account, enabling agents to get clear visibility on ticket deadlines and prioritise accordingly. 

  • Configure alerts as a ticket ages. The system can flag expiring tickets in red, alert a supervisor via SMS, or mirror the ticket in an escalated, rapid-response inbox.
  • Specify working hours and conditions for the SLA timer to pause or stop e.g. when a ticket is closed, or placed on hold. 
  • Generate SLA reports to measure compliance and identify operational bottlenecks for further improvements. 

Securing new tenders, or renewing existing ones

When it comes to tender submissions, leverage FocalScope data to showcase your capabilities. Download specific SLA reports as proof of your past performance, and take advantage of our 70+ reporting templates for additional data points.

Full transparency on operational data

Get visibility on every interaction

In addition to SLA reports, live dashboards and reports provide full visibility on key performance metrics for channel traffic, agent performance, customer feedback, and more. 

Get a pulse on the volume of requests (by client, channel, or location), waiting times, first-touch resolution rates, and more. Examine agent performance to determine incentives or training needs. Empower managers to identify operational bottlenecks, and act quickly. 

With the data, FocalScope can automatically generate more than 70 types of Excel-based reports. Since each client would have their own reporting standards, the system offers you a variety of templates to choose from, and the flexibility to slice and dice data as required.

Round-the-clock efficiency

Automate workflows and task distribution

With FocalScope, you can configure ticket queues, call queues, and call flow strategies for all agents, regardless of location. Efficient routing ensures that emails and calls are answered as soon as possible, so that mission-critical bookings can be made.

  • Set up operating hours with shift-specific routing to ensure emails and calls are always timely answered.
  • Create SLA-dependent routing to escalate tasks to a rapid-response team upon reaching threshold. 
  • Reduce waiting time by putting a cap on call queue sizes. Upon time-out, automatically redirect calls to back-up queues.

Routing your way to success with FocalScope

Leverage various routing methodologies to suit different clients, situations, and SLAs.

Prioritise VIP customers

Priority

With a tiered approach, you can group customers and prioritise them according to your requirements.

Using routing and processing rules to scan and identify customers and important keywords, we prioritise VIP customers and allow them to skip queues across all your channels.

As an integrated part of the platform all touch points and interactions for each customer will be visible on the customer card. 

Auto-assign to next available agent

Availability

Availability routing ensures the fastest response times by distribute tasks to the next available agent. Customise your routing strategy according to your operating hours, shifts, and timezone.

Availability routing ensures continued support across shifts, so that customers won’t be left hanging till the next day. Outside of business hours, you can use backup flows or forward calls to mobile phones to ensure help is available to customers.

Provide continuous support

Preferred agent

Distribute tickets and calls according to whomever handled the same customer previously. Preferential routing allows agents to provide highly personalised and meaningful customer experiences.

Similarly, you can assign account managers to be the single point of contact for all enquiries, across channels, coming from their respective customers.

Provide omnichannel support

Be present whenever your travellers need help

For business travel desks, it is imperative to maintain multiple communication channels because customers must be able to reach you in different ways, especially in emergencies.

Some travellers may prefer email or messaging, while others will need to call you in urgent situations. With FocalScope, travel consultants are able to interact with travellers on any channel, such as voice, email, live chat, SMS, Facebook and WhatsApp.

Win half of the battle just by being present.

Efficient client on-boarding

Onboard new clients into your FocalScope platform with ease. Add multiple inboxes and phone numbers as required, organise with folders and rules, and maintain a focused workspace for agents. At the end of a campaign or contract, export all client data and every piece of communication that ever took place (including emails, call recordings call logs, chat transcripts etc.) for an efficient handover. Thereafter, you can purge the data from the system, en-masse, to maintain data security.

Universal customer card

Deliver personalised service at scale

FocalScope’s universal customer card brings together every prior interaction with a customer, across all channels and locations. Within this side panel, agents can also view valuable information such as internal notes left by colleagues, transaction history, and booking statuses.

From travel insurance and visa information to flight seating preferences, the universal customer card helps every agent better understand their travellers at a glance, and empowers them to deliver tailored services.

Leverage FocalScope chatbots

Automate basic requests

Treat FocalScope chatbots as your frontline responders, and have them automate about 35% of your live chat requests. Allow them to handle frequently asked questions, pull up relevant support articles from your knowledge base, and do simple tasks like retrieving booking statuses and updating account information.

When a human agent is needed, FocalScope chatbots can streamline triage time by collecting required customer data, before transferring the session directly to the right agent with the full context.

All communications connected under one roof

Discover how FocalScope helps you to optimise customer care on every channel. 

Email ticketing

Handle millions of emails accurately and efficiently every day.

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.

Let’s get started

Amp up your travelers’ booking experiences with FocalScope.