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Ratings and Reviews 0 Ratings
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What is OBI Engage?
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What is FocalScope?
FocalScope is an all-encompassing help desk and contact center tool designed to streamline communication across multiple channels such as email, voice, SMS, live chat, and widely-used social media services like Facebook, Telegram, and WhatsApp. By offering outstanding customer service across these diverse platforms, it addresses the various preferences of customers who may opt for email, phone calls, live chats, or messaging services to interact with businesses. In the current market, providing omnichannel support has transitioned from being an optional feature to a fundamental aspect of a successful business strategy. With FocalScope, organizations can elevate their customer service reputation while making tasks easier for agents and maintaining cost-effectiveness. The platform facilitates automated request distribution from any communication medium, employing customizable routing rules and queues that promote maximum efficiency. You have the flexibility to prioritize valuable customers, assign agents based on their specific skills, or utilize a round-robin approach for request handling. Moreover, you can set up Service Level Agreement (SLA) protocols, with FocalScope offering timely notifications to alert you when the demand spikes, thereby safeguarding the quality of service. Through these capabilities, FocalScope not only enhances operational workflows but also cultivates a customer support environment that is both agile and proactive, ultimately contributing to higher customer satisfaction and loyalty.
API Availability
Has API
API Availability
Has API
Pricing Information
Pricing not provided
Free Version
Free Trial Offered?
Pricing Information
$20.00/month/user
Free Version
Free Trial Offered?
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
OBI4wan
Date Founded
2011
Company Location
Netherlands
Company Website
www.obi4wan.com/nl/producten/webcare/
Company Facts
Organization Name
FocalScope
Date Founded
2007
Company Location
Singapore
Company Website
www.focalscope.com
Categories and 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
Live Chat
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers / Routing
Website Visitor Tracking
Social Media Management
Automated Publishing
Brand Tracking
Content Management
Customer Engagement
Multi-Account Management
Multi-User Collaboration
Post Scheduling
Reporting/Analytics
Social Media Monitoring
Categories and 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