About Sharpen

Happier agents make happier customers. Sharpen gives your customer service team a way to simplify their queue interactions and workflows to empower agents and deliver a positive customer experience.

Equip agents with a platform to interact with your customers on any channel from one interface. Trigger micro-learning and coaching modules inside agent queues for improved growth and development. And, gain deep customer insights from a single source-of-truth reporting system, based on the customer relationships your team develops. Turn every interaction into an experience with Sharpen.


Key benefits of Sharpen

• Help customers using modern omnichannel
• All channels are on a single interface
• Move between channels without disconnecting
• Deliver training to agents in their queue
• Import data from third-party platforms into
Sharpen DB for a single source of truth
• Integrate with CRM systems out-of-the-box or
build custom solutions with open REST APIs
• Build reports using point-and-click tools or
advanced SQL
• Create and share unlimited custom dashboards
• Globally-distributed, multi-tenant platform runs on Amazon’s worldwide infrastructure


Images

Sharpen Software - See your calls, chats, Tweets, interaction history and more in a single interface.
Sharpen Software - Coach and train your agents inside their queue with in-line feedback on interactions.
Sharpen Software - Build an omnichannel IVR and trigger bots to perform tasks with simple, drag-and-drop tools.
Sharpen Software - Show agents their most important metrics (and their progress toward those metrics) with Sharpen Performance Tiles.
Sharpen Software - Report on what's happening in your contact center, no matter the channel customers and agents use to communicate.
Sharpen Software - Have a partner in service, not just a vendor. Work with a dedicated CSM to reach lucrative business goals through the life of your contract.
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Sharpen video
Sharpen video
Sharpen video
Sharpen video
Sharpen Software - See your calls, chats, Tweets, interaction history and more in a single interface.
Sharpen Software - Coach and train your agents inside their queue with in-line feedback on interactions.
Sharpen Software - Build an omnichannel IVR and trigger bots to perform tasks with simple, drag-and-drop tools.
Sharpen Software - Show agents their most important metrics (and their progress toward those metrics) with Sharpen Performance Tiles.
Sharpen Software - Report on what's happening in your contact center, no matter the channel customers and agents use to communicate.
Sharpen Software - Have a partner in service, not just a vendor. Work with a dedicated CSM to reach lucrative business goals through the life of your contract.

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Sharpen

4.4 (48)
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Starting Price

$139.00
month
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month

Pricing Options

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Free trial
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Features

58
123

Integrations

4
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Ease of Use

4.3 (48)
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Value for Money

4.8 (48)
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Customer Service

4.5 (48)
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Reviews

Overall rating

4.4 /5
(48)
Value for Money
4.8/5
Features
5/5
Ease of Use
4.3/5
Customer Support Software
4.5/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 48
Curtis
Curtis
Overall rating
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Sharpen a company worth investigating!

Reviewed on 06/09/2022

Very satisfying overall they have corrected issues as they came. They bring Solutions to issues you...

Very satisfying overall they have corrected issues as they came. They bring Solutions to issues you didn’t know that you had.

Pros

Their onboarding process even hit with unforeseen issues is smooth and well thought out. I’m very happy with uptime and call delivery. Support has easily corrected any issues I present.

Cons

Implementation transition to live was lacking support on the sharpen side showing due to lingering nature of large issue. That’s really it I love everything else for our company it’s as close as we could ask for aside from making our own.

Alternatives Considered

Five9

Reasons for Choosing Sharpen

Needed more freedom for our complex business structure

Reasons for Switching to Sharpen

Price and complexity for our operations.
Todd
Todd
Overall rating
  • Industry: Insurance Software
  • Company size: 2–10 Employees
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

Great Value and Support

Reviewed on 27/08/2015

Fathom is attentive to my needs and works quickly to resolve any issues that arise. They provide...

Fathom is attentive to my needs and works quickly to resolve any issues that arise. They provide good phone service at a great value. I recommend them for any small business owner!

Pros

Great value. My monthly service is much less than I paid previously. The support team is knowledgeable and easy to work with. They are quick to diagnose any issues (even those that are problems with my system and not theirs) and provide answers to resolve them.

Cons

It can be a little confusing to configure the system, but I can call the support team to help me out. Reports, such as call logs, could be better, but I almost never looked at them with my previous provider anyway. Once the system is configured, it works great.

Dylan
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software

Mediocre

Reviewed on 24/09/2015

Overall: This system offers nothing outside of the norm of any other VOIP business phone system. ...

Overall: This system offers nothing outside of the norm of any other VOIP business phone system. The Web interface is slightly more intuitive than others, though it is difficult sometimes to know if a setting change has actually been accepted and changed. However, there is much to be desired in execution of calls. About a quarter of dialed calls will hang without ever connecting, then disconnect. There is no consistency with this issue as to the number being dialed. (One number may fail three times in a row, then connect on the fourth attempt. Others might fail once, then connect on the next attempt.) We have had an outstanding service issue since deploying last January which has yet to be resolved wherein any calls going to our after-hours support line generate two notification emails and two duplicate voicemails. While not critical, it is a nuisance, and the only time we receive updates on the status of the service case is when we ask for them.

Pros: Slightly easier to use and deploy than similar products. Slightly more intuitive web controls. Service department will respond when prompted.

Cons: Service could be much more pro-active in reporting status of cases back to clients. Call failures can be a headache.

Brian
Brian
Overall rating
  • Industry: Internet
  • Company size: 2–10 Employees
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

One stop solution

Reviewed on 25/08/2015

We needed a system that could allow our remote teams to painlessly stay connected while providing...

We needed a system that could allow our remote teams to painlessly stay connected while providing core communications functionality. Lots of providers out there with pieces of what we needed, but struggled to find it all in one package that was affordable and actually worked right. Actually didn't get any complaints from the team.

Pros

Easy to use and provided the full suite of functions we needed. Remote access across the country was great. Option to use soft phone on laptop with Polycom phone on desk also great. Automated workflow for agents was superb and our service manager was able to set up, implement, and manage without a lot of training or consulting.

Cons

No real cons to speak of. Would love to see them come out with their own CRM, though the integration with salesforce has been great.

Christina
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software

Striving for Sucess

Reviewed on 25/09/2015

It's been a long winding road; however, I genuinely feel that Fathom Voice is trying to get better!...

It's been a long winding road; however, I genuinely feel that Fathom Voice is trying to get better! They give us some great features but some of the every day features that we expect & had for years are now not available.

Most recently I've truly missed the simple forwarding option. We've worked around it but it was laborious. To be able to just hit a fwd button + the extension in which to forward to... was great, when we had it.

I also miss the options our landlines had... like being able to speed up & slow down a message. This saved us from having to listen several times. We also had a simple keypad map that showed us how to move quickly and efficiently through steps to get where we needed. On the dashboard, I would love to also have a list of calls I've made (calls in and calls out, would be great descriptions).

We are not necessarily a large business but perhaps we act like one. :) Thus, there will always be issues or things that come up, esp. as changes occur. The Fathom Voice Crew always do their best to find a solution & never forget to get back with you... we appreciate this greatly!

Showing 5 reviews of 48 Read all reviews

Sharpen FAQs

Below are some frequently asked questions for Sharpen.

Sharpen offers the following pricing plans:

  • Starting from: $139.00/month
  • Pricing model: Subscription
  • Free Trial: Not Available

Sharpen offers transparent pricing at every license level. Sharpen Empower, the contact center platform, comes at the total cost of $139 per user, per month.

Sharpen has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Sharpen supports the following languages:

English

Sharpen supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Sharpen integrates with the following applications:

Freshdesk, Salesforce Sales Cloud, Salesforce Service Cloud, Zendesk Suite

Sharpen offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep)

Related categories

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