Focus Desk Pricing, Features, Reviews & Comparison of Alternatives

Focus Desk

Multi-channel service desk & ticketing solution

5.0/5 (1 review)

Focus Desk overview

Focus Desk is a cloud-based issue ticketing and service desk solution from Focus Telecom which allows users to manage customer issues through a range of communication channels. Contact through web forms, chat, SMS, email, and phone is supported, and users can switch channels at any time while maintaining consistent communication with the client.

Focus Desk allows administrators to control and configure consultants’ working hours, message templates for auto-responders, service level agreement (SLA) levels, and inquiry types, statuses, and priorities. All inquiries are automatically registered, including orders, complaints, and resignations, and can be grouped based on the client and issue involved. Inquiries are allocated to individual consultants, and processing deadlines are set, with customizable alerts to remind users of upcoming inquiry processing deadlines.

Focus Desk gives managers insight into the productivity of their consultants, with real time information on how long each inquiry took to resolve, and how long each consultant worked on each individual inquiry. Overdue inquiries and those which are currently being worked on are identified through color-coding. Consultants can also view a list of ongoing inquiries alongside their current statuses, to facilitate their work planning.
www.focustelecom.eu

Pricing

Starting from
$19
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Polish
Focus Desk screenshotFocus Desk is all you need to handle customer care better, faster, and leaner.Focus Desk screenshotFocus Desk screenshotFocus Desk screenshotFocus Desk screenshot

Focus Desk reviews

Excellent
1

Very good
0
Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  5.0
  5.0
  5.0
  5.0
Wojciech Hasko

Smart system

Reviewed 2017-01-12
Review Source: Capterra

With the Focus Desk system, there was a significant increase in the number of issues closed within 48 hours, the phone channel service got faster and more efficient, and general service quality went up. The implementation was quick, we have Focus Telecom technical support on hand when needed, and the system itself is very intuitive.

Read the full review

Focus Desk pricing

Starting from
$19
Pricing options
Free trial
Subscription
View Pricing Plans

Pricing is based on the number of active users. Quotes are available on inquiry.

Focus Desk features

Automatic Notifications
Chat
Email Integration
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Ticket Management

API (160 other apps)
Activity Dashboard (77 other apps)
CRM Integration (69 other apps)
Contact History (68 other apps)
Customizable Branding (68 other apps)
Instant Messaging (82 other apps)
Knowledge Base (95 other apps)
Social Media Integration (70 other apps)
Surveys & Feedback (67 other apps)
Third Party Integration (94 other apps)
Workflow Management (63 other apps)

Additional information for Focus Desk

Key features of Focus Desk

  • Automatic inquiry registration
  • Ticketing system
  • Processing deadlines
  • Inquiry grouping
  • Inquiry allocation
  • Productivity monitoring
  • Custom inquiry types, priorities & statuses
  • Message templates
  • Admin-defined SLA levels
  • Customizable working hours
  • Inquiry list
  • Status tracking
  • Simultaneous support for multiple communication channels
  • Website contact forms
  • Phone support
  • Email integration
  • SMS integration
  • Live chat
  • Real-time productivity monitoring
  • Customizable alerts
  • Incident Management
  • Problem Management
  • Change Management
  • Issue tracking
  • Service Desk Automations
  • Multiple languages
  • Satisfaction surveys
  • Gamification
  • Automatic ticket assignement
  • REST API
  • Customizable Queues
  • Unlimited Custom Fields
  • Alerts/Escalation
  • Configuration Management
  • Help desk management
  • Lifecycle management
  • Service Level Management
  • Issue Management
View All Features

Benefits

Administrators can define consultants’ working hours, message templates, SLA levels, and the types, statuses, and priority of inquiries.

Multiple inquiries from the same client which apply to a single case can be grouped to simplify issue tracking.

Customers can be contacted via phone, SMS, email, and chat, and users can switch between communication channels at any time.

Managers can view information on consultants’ productivity in real time, monitor the length of time required to resolve each case, and how much time the consultant spent working on each inquiry.

Alerts can be individually customized to remind users of upcoming inquiry response deadlines.