Intelligent Multichannel Communication for Your Business

Ensure Total Customer Care by Organizing and Monitoring Communications across All Channels.

Used by

2.500

Businesses

Focus Contact Center Operates in

10 Countries

poland germany united-kingdom united-states greece indonesia thailand slovakia romania czech-republic

Absolute availability

99,999 %

maximum downtime 3 minutes/year

creditinfo“FCC made it easy to manage processes in the call centre, keep agent efficiency high, and gave us a level of control over the sales process that is not possible to achieve with an outsourced alternative”.  Aurimas Kačinskas General Manager Creditinfo Romania

Integrate Communications

Telephone

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Expand your business phone communication by planning and managing internal processes. Operate anywhere in the world with our free, Chrome-based Webphone. All you need is Internet access and a phone number that you can assign to the webphone.

SMS

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Send text messages with a custom sender field, receive them in 6 queueing modes, and manage relationships by assigning them to the right agents. Run bulk messaging campaigns with your own infrastructure or use ours. React to recipient actions with automation rules.

E-mail

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Direct messages to pre-defined groups based on keywords. Set reaction deadlines to e-mails. Reach out with bulk e-mailing campaigns to your databases, using recipient activity tracking and responding with automated rules. Use your own infrastructure or loan it from us.

Chat

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Customize your chat and use it at the right moment. Identify visitors with geolocation and maintain relationships by reaching out with dedicated service. Use Internationalization to chat with your visitors in their languages, supporting your agents with custom scripts.

Online Form

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Collect any type of queries, tickets, or orders with an HTML form tailored to the look of your website. Easily embed and customize the form yourself.

FAX

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Send and receive faxes electronically, even using an old fax machine. Save paper, power, and time. Manage the sending schedule and user rights with the system control panel.

Boost Communication Quality

Post-call Surveys

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Check customer satisfaction with voice surveys made just after the call or a few days later. Identify any mistakes and improve your service.

Customer Relationships

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Raise customer satisfaction and lower your costs by improving agent efficiency. Connect the customers directly to a dedicated consultant, regardless of the communication channel they use.

Recalls

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Wow your near-lost customers and win them back by automatically calling those who tired of waiting and hung up. And minimize service complaints in social media to boot.

Recording

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Record calls with a dedicated application and store them for 12 months. Comply with the law with the vulnerable data avoidance functionality.

Scripter

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Make the lives of your agents easier with the advanced scripter. Standardize customer service, harvest all the information you need, and make fewer mistakes.

Ordering

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Speed up your work and sales with the ordering form placed in the scripter, containing all prices, discounts, and suppliers, and save the order directly to the customer sheet.

Streamline Customer Service

Skills-based routing

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Queue calls according to agent skills and ensure your customers get the help they need on the first attempt.

Profit-based routing

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Queue for optimized profit, keeping your best agents in readiness to support the VIP customers. With the importance ratings, the system gives priority to the customers you value most.

Overflows

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When your phone lines start jamming, use overflows to route calls to additional, trained agents.

Priorities

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Assign priorities to selected customers and communication channels to route them to your agents faster.

Manage the System

Mini CRM

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Personalize customer contacts with a database collecting information from all campaigns. Conveniently manage this information from one place without switching back and forth between campaigns.

Quality Assurance

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Define work quality criteria, listen to recorded calls, and rate them. Review the total score in the recordings database.

Blacklist

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Create a list of numbers that cannot be called, and avoid annoying your customers with unwanted phone calls.

Make Your Data Secure

VPN IPsec

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Make your calls secure with advanced encryption protocols.

IP Restrictions

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Restrict system access to the IP addresses you authorize.

SLA

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Get technical support on four tiers: SLA Standard, SLA Progress, SLA Progress+, and the top SLA Premium, effective 24/7/365.

Backup

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Stop worrying about the security of your data, stored in two certified collocation centers and backed up daily.

Monitor Your Agents

Wallboard

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Motivate your agents to exceed expectations by displaying daily, weekly, or monthly performance ratings on a large screen or any web-enabled device.

Listening In and Prompting

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Listen in to calls with important customers, or made by inexperienced agents, and support your people with voice prompts only they can hear. Be there to help out during tough calls or awkward moments.

Alerts

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Set alerts to notify the managers of any event, such as growing queues or agents taking unauthorized breaks.

Breaks

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Define when agents can have their breaks and if they need manager approval to do so.

Plan and Forecast Performance

Campaign Goals

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Define as many goals as you need for every campaign, set their time frames, monitor their completion in real time, analyze statistics and individual agent performance, and track the progress on the wallboard.

Agent Goals

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Set any number of goals to individual agents, establish a review cycle, track progress, analyze statistics, and monitor the overall picture on the wallboard.

Base Features

Helplines
Telesales
Multi-campaign Operation
External Agents
Preview Dialer
Progressive Dialer

Blending
Record Blocking
Private Records
Contact Outcome
Queueing
Reporting

Live Monitoring
Agent Calendar
Autoprovisioning
Recall Rules
SLA Standard
Groups


Agent panel screenshots

API Integrations

Tailored Integrations

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Explore the possibilities offered by our 30-strong Developer Team integrating Focus Contact Center with any software suite you use.

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Our Customers

Decathlon

Neckermann

Rhenus Logistics

Kuehne Nagel

Shimano

Asus

L’Oreal

Nextbike

Cleverlog-Autoteile (Inter Cars)

Avis

Sodexo

ABC Data

What You Get

Specialist Support

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Enjoy a 30-day free support period with a dedicated specialist.

SLA – Service Level Agreement

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Your default SLA includes support via phone, e-mail, and chat during business hours, i.e. Monday – Friday 8 AM to 6 PM CET. Expanded SLA tiers are also available.

Webphone

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Get this custom, fully integrated webphone for free. Simply install a Chrome plugin and start engaging with your customers from anywhere in the world from a web-connected workstation.

Updates

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Get all system updates for free and without time limits. Use all newest features as soon as they go live, without hassle and lengthy downloads.

You May Also Need:

SLA Progress, SLA Progress+, SLA Premium

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Get SLA Premium to ensure response to your tickets within 30 minutes 24/7/365. Alternatively, SLA Progress+ is effective 24/7 except bank holidays, and SLA Progress protects you 24/5.

Staff Trainings

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Benefit from our expertise with training sessions at your offices. Evaluate the results based on performance.

Additional System Capabilities

Help desk / Ticketing system

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Boost customer satisfaction levels with the Focus Desk Ticketing System. Keep in touch with your customers, manage their tickets and ensure they are handled on time with automated task delegation. Have an at-a-glance overview of all customer communications across all channels.

Help desk / Ticketing system

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Boost customer satisfaction levels with the Focus Desk Ticketing System. Keep in touch with your customers, manage their tickets and ensure they are handled on time with automated task delegation. Have an at-a-glance overview of all customer communications across all channels.

Contact us to learn how your business can benefit from using the Focus Contact Center platform!