Sharpen
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
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Reviews
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- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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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
Five9Reasons for Choosing Sharpen
Needed more freedom for our complex business structureReasons for Switching to Sharpen
Price and complexity for our operations.- Industry: Insurance Software
- Company size: 2–10 Employees
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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.
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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.
- Industry: Internet
- Company size: 2–10 Employees
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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.
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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!
Sharpen FAQs
Below are some frequently asked questions for Sharpen.Q. What type of pricing plans does Sharpen offer?
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.
Q. Who are the typical users of Sharpen?
Sharpen has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Sharpen support?
Sharpen supports the following languages:
English
Q. Does Sharpen support mobile devices?
Sharpen supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Sharpen integrate with?
Sharpen integrates with the following applications:
Freshdesk, Salesforce Sales Cloud, Salesforce Service Cloud, Zendesk Suite
Q. What level of support does Sharpen offer?
Sharpen offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep)
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