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.

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to 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

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Australia, Canada, Germany, United Kingdom, Mexico , United States

Supported Languages

English

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Sharpen

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.

Features

Total features of Sharpen: 57

  • API
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Center
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Call Tagging
  • Call Transfer
  • Caller ID
  • Campaign Management Software
  • Chat/Messaging
  • Collaboration Tools
  • Computer Telephony Integration
  • Contact Management Software
  • Customer Database
  • Customer History
  • Customizable Fields
  • Customizable Reports
  • Email Management Software
  • Event Triggered Actions
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Live Chat Software
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multiple Scripts
  • On-Demand Recording
  • Outbound Call Center
  • Performance Metrics
  • Phone Key Input
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Reporting/Analytics
  • SMS Messaging
  • SSL Security
  • Scheduled Recording
  • Search/Filter
  • Social Media Integration
  • Support Ticket Management
  • Third Party Integrations
  • Voice Customization
  • Voice Mail

Alternatives

Five9

4.2
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Call Center Studio

4.5
#2 Alternative to Sharpen
Call Center Studio is a web-based pay-as-you-go CCaaS packed with everything your operations need to become a 360-degree...

BeInContact

4.4
#3 Alternative to Sharpen
BeInContact helps companies of various sectors and sizes increase the loyalty of their customers, improving their...

LiveAgent

4.7
#4 Alternative to Sharpen
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

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

Already have Sharpen?

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

Showing 5 reviews of 48
Elizabeth
Overall rating
  • Industry: Legal Services
  • Review Source

Overall rating

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

Fathom is so much more than a Phone Service Option!

Reviewed on 26/08/2015

When I first started my business back in January, a colleague suggested that I sign up for Fathom...

When I first started my business back in January, a colleague suggested that I sign up for Fathom Voice. At the time I was using Google Voice and could not imagine why I would want to invest in a service when I was getting another for free. You may be wondering the same thing. Let me tell you, it is worth it! Fathom Voice has added an extra level of professionalism to my business which, in my humble opinion, Google Voice, did not offer. I can set limits on when my phone is answered which helps me stick to my boundaries with clients. I want to serve people but have to have time to get the work done that they have retained me to do. Fathom Voice allows you to set up multiple messages if you are away or gone for a week. The phone service has brought my business to the next level. This is more than a phone service though. Why or how? Their customer support staff is amazing and out of this world! I can call with a multitude of questions, which I may have at any given moment and they are quick to respond. They are eager to help! It almost feels as though I have added someone to my team, even though they are not a part of my business. They are incredible and I highly recommend them to anyone looking to add an extra level of professionalism to their business!

Pros

1) I am able to set times (9 a.m. - 6 p.m.) during which my phone will ring
2) I can set up my phone to ring to my cell phone if I am out of the office.
3) The customer support staff is amazing! Shelby Weeks, on the front line, is incredibly patient and knowledgeable. Ryan Wharton and Britton Beaumont, in the technical support department, are always eager to help. In the event that any of these amazing people do not know the answer they are always open to doing research for me.
4) When I get a voicemail, it is sent to me as an attachment to an email. I like this because I can listen to my messages even when I am not in my physical office.

Cons

1) Unlike Google voice that goes everywhere, you cannot take your physical office desk phone everywhere. This is just the nature of having a physical desk phone.
2) Unlike Google voice, Fathom has yet to figure out how to not only receive texts from clients but also send them. At this point, I can receive texts but cannot send them. You can do this with Google Voice. I have shared this concern with the Fathom support team and they are working on it. I am sure that they will find a solution soon!
3) When you get a text message, unlike a voicemail, you do not get an email notification telling you that you have a text. This can be problematic if your clients send you texts. I have told the Fathom Support Team about this and they are working on it! I am sure that they will have a solution soon!

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
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.

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:
  • 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:

Desk.com, 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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