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Description
It is no longer necessary to search for information about who to contact to report a device problem, a system crash, or request equipment. The Service Desk can be contacted by employees via the self-service portal, Teams or Outlook. You can enjoy the full Service Desk experience from within Microsoft Outlook. You can access your ticket log and browse our knowledge base, or create a new request from a catalog. The requester knows who is handling their request, what status it is at and how long it takes to resolve. They don't have to call the helpdesk in order to inquire about the status of the resolution. Don't waste your time sorting out requests. The system will assign each request to the correct team. The system automatically sorts requests according to their priority. The team has a well-organized work schedule and will not forget anything.
Description
FocalScope serves as a comprehensive help desk and contact center solution that facilitates communication through various channels including email, voice, SMS, live chat, and popular social media platforms like Facebook, Telegram, and WhatsApp. It enables exceptional customer service across all these channels, catering to the diverse preferences of customers who may choose to connect via email, voice calls, live chats, or messaging apps. In today's landscape, offering omnichannel support has evolved from being a luxury to a critical component of successful business strategy. With FocalScope, organizations can enhance their customer service image while simplifying the work for agents and ensuring cost efficiency for the company. The platform allows for automatic request assignments from any communication channel, utilizing customizable routing rules and queues for optimal efficiency. You can prioritize high-value customers, align agents according to their expertise, or implement a round-robin assignment system as needed. Additionally, you can establish Service Level Agreement (SLA) policies, with FocalScope providing timely alerts to keep you informed when the workload becomes overwhelming, thus ensuring that service quality remains high. Through these features, FocalScope not only streamlines operations but also fosters a responsive and proactive customer support environment.
API Access
Has API
API Access
Has API
Integrations
Azure App Service
Azure DevOps
Dynamics 365 Commerce
Jira Service Management
Microsoft 365
Microsoft Entra ID Protection
Microsoft Outlook
Microsoft Power Automate
Microsoft Power BI
Microsoft Teams
Integrations
Azure App Service
Azure DevOps
Dynamics 365 Commerce
Jira Service Management
Microsoft 365
Microsoft Entra ID Protection
Microsoft Outlook
Microsoft Power Automate
Microsoft Power BI
Microsoft Teams
Pricing Details
$40/agent
Free Trial
Free Version
Pricing Details
$20.00/month/user
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
ALVAO
Founded
1999
Country
United States
Website
www.alvao.com
Vendor Details
Company Name
FocalScope
Founded
2007
Country
Singapore
Website
www.focalscope.com
Product Features
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
ITSM
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Dashboard
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Product Features
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Live Chat
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers / Routing
Website Visitor Tracking
