Bring it all together with built-in voice capabilities
As part of our broader omnichannel suite, FocalScope’s voice solution allows businesses to connect teams through a unified telephony system. Route calls intelligently, prioritise them by SLA, and measure caller sentiment – all automatically.
Scalable voice system for 5 or 5000 employees
With FocalScope, you can deploy unified contact centers around the world and manage them centrally.
Shift summary (Afternoon)
Calls waiting in queue
Avg. waiting time (seconds)
Remote ready, interconnected teams
Work remotely with borderless architecture
At its core, FocalScope’s voice system is designed as a virtual platform connecting agents situated across the world.
Agents can make and receive voice calls from desk phones, mobile softphones, or their browser. While talking, agents can take notes easily using specific pop-up forms dedicated to their function (e.g. sales, support or technical). To facilitate shift transitions, agents can turn calls into follow-up tickets, and leave internal notes for colleagues.
To manage teams remotely, managers are equipped with live dashboards and reporting for monitoring traffic and performance across all channels and locations. Among other training features, they can also listen in, whisper or barge into live calls to support agents.
Collect post-call customer feedback
Conduct post-call CSAT or NPS surveys
After every completed call, trigger a survey to collect customer feedback. Choose from our pre-built CSAT and NPS survey templates, or formulate your own questions.
Post-call surveys can be deployed via IVRs, where customers rate their experience via key strokes, or through an SMS survey. Customise every survey parameter to your needs, including your recipients, languages, and more. Get low-score alerts sent to your mailbox, trace back its original call recording, and deploy service recovery where necessary.
Outside of surveys, you can also subtly measure customer sentiment by screening calls for their tone and language, and get notified when certain undesirable words are mentioned.
Add CSAT and NPS scores to your 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 find out your customers’ ideal call waiting times and handling times before satisfaction dips. Establish these timings as your new gold standard, and drive targeted performance improvements towards them.
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.
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.
Connect traditional desk phones using SIP-based VoIP devices from leading manufacturers like Polycom and Yealink.
Use FocalScope built-in native phone directly from your browser or FocalScope desktop app.
Install and connect your favourite SIP softphones like Zoiper or Bria.
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.
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.
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 phones
FocalScope can forward calls to external numbers including mobile phones and Skype. Allows agents to handle calls even after hours, and outside the office.
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.
Use text-to-speech feature to type our desired messages, and FocalScope will convert the text into a professional human-like recording.
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.”
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.
Record inbound and outbound calls for training, quality and compliance purposes.
FocalScope automatically transcribes calls from speech to text with high accuracy, which is great for investigations, settling disputes and training purposes.
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.
To support new or struggling agents, supervisors can whisper into a call. Only the agent (not the customer) will hear the whispers.
Allows supervisors to drop in on live calls as a third-party, to help agents as well as customers answer any 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.
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.
FocalScope can notify supervisors when profanities and any undesirable language are mentioned in calls. Alerts can also configured for when competitors’ names or any other keyword of interest are mentioned.
Agent present status
Agent availability status is visible across all channels, allowing supervisors to redistribute and balance the workload as required.
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.
Set up audio conferencing with ease using FocalScope dial-in numbers. International and / or external parties can also join.
Make and receive unlimited concurrent calls using the same number. Useful for hotlines.
Enables website visitors to request a callback via a contact form. FocalScope can either trigger an immediate callback, or send the details to agents as a ticket for later action.
Play music when customers are on hold. Select tracks within the system or upload your own.
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.
Customise your dashboard using pre-built templates. Get real-time insights on your team’s performance using live data such as inbound and outbound call volume, missed calls, voice mails etc.
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.
Let’s get technical
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.
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.
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.”
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.”
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.”
Group Managing Director, Travel Cue
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