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Customer Service Software

FocalScope

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

By FocalScope

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

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 does

  • 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.

Customers and markets

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

Summary 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

FocalScope is ranked on 2 TrustList rankings: #21 on 1 and #31 on 1, across 2 categories.

Every ranking orders its listings by their reviews, how complete the profile is and the Trust Score. FocalScope has no reviews yet and 3 of the 10 profile details we look for. Where no listing on a page has been reviewed, the order follows the profiles alone.

Knowledge base software · 1 ranking

  • #21of 32
    Knowledge base software

    It is the only one of the 32 here listing predictive dialer and one of 4 here listing blended call center.

    Of the 32 here, 22 also cover alerts / escalation and 21 also cover self service portal.

    Behind BlueSpice MediaWiki, ahead of Kommunicate.

Website visitor tracking software · 1 ranking

  • #31of 51
    Website visitor tracking software

    It is the only one of the top 50 here listing predictive dialer and one of 2 here listing blended call center.

    Of the top 50 here, 27 also cover Reporting/Analytics and 25 also cover segmentation.

    Behind MakesBridge, ahead of Emarsys.

As of 2026-11-04. Organic ranks only; sponsored placements are never ranks. How TrustList ranks

What the business tells TrustList

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

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