--- description: Get information about FocalScope price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: FocalScope Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/22/customer-service/software) > [FocalScope](/software/127118/focalscope) # FocalScope Canonical: https://www.capterra.in/software/127118/focalscope Page: 1 / 2\ Next: [Next page](https://www.capterra.in/software/127118/focalscope?page=2) > Help Desk Software with email, live chat, Facebook, WhatsApp, SMS, KB, Phone, SLA, reporting. Run in Cloud or Inhouse. Trusted by DHL. > > Verdict: Rated **5.0/5** by 28 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses FocalScope? SMEs to large enterprises looking for a powerful, user-friendly email ticket management and live chat solution based on Microsoft SQL. You decide if you prefer cloud or inhouse server solution. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **5.0/5** | 28 Reviews | | Ease of Use | 5.0/5 | Based on overall reviews | | Customer Support Software | 5.0/5 | Based on overall reviews | | Value for Money | 5.0/5 | Based on overall reviews | | Features | 5.0/5 | Based on overall reviews | | Recommendation percentage | 100% | (10/10 Likelihood to recommend) | ## About the vendor - **Company**: FocalScope - **Location**: Singapore, Singapore - **Founded**: 2007 ## Commercial Context - **Starting Price**: $9.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: SMALL CLOUD: $ 9 Per Agent Per Month CLOUD: $ 39 Per Month Per Agent ON-PREMISE: $ 39 Per Month Per Agent - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Danish, Dutch, English, French, German, Irish, Italian, Japanese, Portuguese, Spanish, Swedish - **Available Countries**: Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominica, Dominican Republic and 42 more ## Features - Activity Dashboard - Alerts/Escalation - Automated Routing - Autoresponders - Call Center Management - Call Logging - Call Monitoring Software - Call Recording Software - Call Routing - Call Scripting - Call Transfer - Chat/Messaging - Collaboration Tools - Contact Management Software - Customer Database - Customizable Branding - Dashboard Software - Geotargeting - IVR - Inbox Management - Knowledge Base Management - Macros/Templated Responses - Mobile Access - Multi-Channel Communication - Offline Form - Prioritization - Proactive Chat - Queue Management - Real-time Consumer-facing Chat - Reporting & Statistics - Reporting/Analytics - Self Service Portal - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Third-Party Integrations - Transcripts/Chat History - Transfers/Routing - Workflow Management Software ## Integrations (5 total) - Amadeus - MyTravelport - Shopify - SugarCRM - WhatsApp ## Support Options - Email/Help Desk - Knowledge Base Software - Phone Support - 24/7 (Live rep) ## Category - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) ## Related Categories - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) - [Help Desk Software](https://www.capterra.in/directory/30008/help-desk/software) - [Live Chat Software](https://www.capterra.in/directory/30797/live-chat/software) - [Call Center Software](https://www.capterra.in/directory/30007/call-center/software) - [IT Ticketing Systems Software](https://www.capterra.in/directory/32623/it-ticketing-systems-software/software) ## Alternatives 1. [Bitrix24](https://www.capterra.in/software/113540/bitrix24) — 4.2/5 (984 reviews) 2. [Zoho Desk](https://www.capterra.in/software/169505/zoho-desk) — 4.5/5 (2211 reviews) 3. [LiveAgent](https://www.capterra.in/software/102188/liveagent) — 4.7/5 (1753 reviews) 4. [Salesforce Service Cloud](https://www.capterra.in/software/136189/salesforce) — 4.5/5 (820 reviews) 5. [Zendesk Suite](https://www.capterra.in/software/164283/zendesk) — 4.4/5 (4072 reviews) ## Reviews ### "FocalScope makes everything much easier, saving time as well as ensuring consistency" — 5.0/5 > **Frank** | *4 April 2023* | E-Learning | Recommendation rating: 10.0/10 > > **Pros**: So easy to get started with FocalScope and so many useful features, like:Automated handling of tickets assignment, presentation, placement in folders, etc.Multiple definitions for working hours, SLA levels with actions such as colour highlighting categorisation, assignment to employees.Great internal chat and note taking features to collaborate on tickets.With the integration of WhatsApp and phonecalls and chat's from one's own website all the channels of communication can just be handled in FocalScope. > > **Cons**: I did not really see any cons, perhaps because we were used to just use Outlook/Exchange and FocalScope just stepped in with all features that was lacking and which we needed. > > I guess most of us have experienced working with Outlook / Exchange handling large amounts of mails from customers, prospects, affiliate partners, suppliers, etc. with long email threads, several employees involved, and over time the mails just accumulate in many folders. With FocalScope it was so easy to just get started ingesting our existing large amount of mails, immediately save time and have our tickets/emails handled in a more consistent way. ----- ### "Fantastic support software from FocalScope for contact center requirements (email and phone channel)" — 5.0/5 > **Ismadi** | *23 May 2018* | Telecommunications | Recommendation rating: 10.0/10 > > **Pros**: FocalScope offer you to access the software as a web based system or you can install the FocalScope desktop client version. The interface is smooth and very easy for staff to navigate. Email tickets can be easily shared by the agents and it is easy for staff to view customer interaction across the channels. FocalScope increases productivity dramatically. The learning curve to use FocalScope is almost nothing. It is that easy. Reporting is very nice and every super user can make their own reports. They can then easily put them on their dashboard. The reporting features are rich and easy to personalize. Best of all the reports can all be scheduled and sent to your email inbox in Excel format automatically. For the call center features I really like the fact that we can monitor the campaigns first hand and perform quality checks in real time. We can drill down on individual call recording sessions for review and quality assurance. All in all FocalScope give us a superb platform to manage phone conversations as well as emails. > > **Cons**: Nothing bad to say so far. We really enjoy the application and we highly recommend the FocalScope system for any contact center requirements. > > Increased productivity . Better customer service engagement. Real-time reports and dashboards. ----- ### "FocalScope Call Center and Ticket System is AWESOME" — 5.0/5 > **Morten** | *23 May 2019* | Retail | Recommendation rating: 10.0/10 > > **Pros**: What I really like about the FocalScope software system allow us to manage all our customer communication channels within one application. FocalScope enable us to setup channels for: - Telephony ( call center) - Email - Live Chat - 2-way-sms - Facebook The most important channel for us is telephony. What I really like about the FocalScope Call Center system is that I can manage our customer service team and all our +60+ retail outlets from within the same single software system. It is very easy to setup: - Call flows - IVR - Operating hours - Phone queues - Agent pop up window to add text comments to the call - Greetings and waiting music I like the fact that the system gives us a full call log and option to record all phone conversations. The wall boards and reporting makes it easy for us to monitor the performance and our service levels. The email ticketing is very straight forward to use and also give us service levels, reporting and wall boards. Live chat works the same way but in real time located on our websites. The support team at FocalScope is super friendly and always very fast to help us with any inquiry. > > **Cons**: I highly recommend the FocalScope system. Thumbs up. ----- ### "User friendly interface that is easy to navigate" — 5.0/5 > **arvid** | *28 May 2019* | Internet | Recommendation rating: 10.0/10 > > **Pros**: FocalScope offers a user friendly interface that is easy to navigate and customise to suit your needs. It also provides data on SLAs which is very useful in determining whether we as a company are meeting our agreed upon turnaround to our customers. With the live chat function, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs. The ticket numbers allocated for every correspondence makes follow up with our customers a breeze and is able to streamline our cases when we need to search for an email. We would recommend FocalScope to the small and big businesses, alike, as it makes managing communication with customers alot easier which results in quick resolution. > > **Cons**: We found a few smaller issues with the software, but FocalScope was very quick to resolve. > > FocalScope is helping us to make our operation more efficient. ----- ### "We are BIG FAN of FocalScope email ticketing system" — 5.0/5 > **Mario** | *18 February 2019* | Leisure, Travel & Tourism | Recommendation rating: 10.0/10 > > **Pros**: We are big fan of FocalScope and it is very easy for our staff to adapt to the system. The user interface is easy to navigate and is kind of similar to Microsoft Outlook. FocalScope system keeps track of the shared email communication with our customers in email threads and each tread also get ticket id and agent responsible. FocalScope also allow us to classify each ticket as open, on hold or closed. We keep expanding using this tool in new teams and departments. The FocalScope system helps us to measure and keep track of our customer email response time and also track our SLA. The FocalScope reporting and dashboards is very easy to configure and modify to suit our requirements. We highly recommend this software to any organization that value good customer service. > > **Cons**: So far all good and we only experienced some minor issue that was all fixed promptly. ----- Page: 1 / 2\ Next: [Next page](https://www.capterra.in/software/127118/focalscope?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/127118/focalscope) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data