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Customer Service Software

FocalScope

Web-based live chat and ticketing help desk for managing high volumes of customer email

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  • Email Integration
  • Predictive Dialer
  • Interactive Voice Response (IVR)
  • Network Monitoring
  • +54 more
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About FocalScope

FocalScope is a help desk platform combining live chat and ticketing in a web application. It is built to help support teams manage large volumes of email. The vendor says brands such as Radisson, American Express and DHL use it.

What FocalScope offers

  • Live chat — real-time conversations with customers.
  • Ticketing — tracks and organises support requests.
  • Multi-channel support — one place for several contact routes.
  • SLA tracking — monitors response targets.
  • Dashboards and reporting — shows team performance.

Who it works with

Customer support teams in larger companies that need to cut response times.

Key facts

  • Deployment: hosted, or an in-house server installation based on Microsoft SQL
  • Support: round-the-clock global support

Profile written by TrustList from the business's own published information, Oct 2026.

Categories & features

  • Email Integration
  • Predictive Dialer
  • Interactive Voice Response (IVR)
  • Network Monitoring
  • Blended Call Center
  • Call Scripting
  • Inbound Call Center
  • Manual Dialer
  • Outbound Call Center
  • Progressive Dialer
  • Alerts / Escalation
  • Appointment Management
  • Email Management
  • Knowledge Base
  • Automated Routing
  • Call Center Management
  • IT Asset Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Service Level Agreement (SLA) Management
  • Installed - Mac
  • Installed - Windows
  • Web-Based, Cloud, SaaS
  • iPhone / iPad
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • 24/7 (Live Rep)
  • Transfers/Routing
  • Workflow Management
  • Reporting/Analytics
  • Performance Metrics
  • Self Service Portal
  • Website Visitor Tracking
  • Interaction Tracking
  • Surveys & Feedback
  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Android
  • Campaign Management
  • Real-time Chat
  • Social Media Integration
  • Document Storage
  • Live Chat
  • Knowledge Base Management
  • Remote Access/Control
  • Queue Management
  • Ticket Management
  • Escalation Management
  • Workflow Configuration
  • Call Logging
  • Call Recording

Rankings

As of 2026-10-05. Organic ranks only; sponsored placements are never ranks.

What the business tells TrustList

Support hours
24/7 evidence sent
Delivery
SaaS (cloud) evidence sent

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