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

Devices

Business size

S M L

Markets

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

Supported Languages

English

Images

See your calls, chats, Tweets, interaction history and more in a single interface.
Coach and train your agents inside their queue with in-line feedback on interactions.
Build an omnichannel IVR and trigger bots to perform tasks with simple, drag-and-drop tools.
Show agents their most important metrics (and their progress toward those metrics) with Sharpen Performance Tiles.
Report on what's happening in your contact center, no matter the channel customers and agents use to communicate.
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.
View 7 more
Sharpen video
Sharpen video
Sharpen video
Sharpen video
Sharpen screenshot: See your calls, chats, Tweets, interaction history and more in a single interface. Sharpen screenshot: Coach and train your agents inside their queue with in-line feedback on interactions. Sharpen screenshot: Build an omnichannel IVR and trigger bots to perform tasks with simple, drag-and-drop tools. Sharpen screenshot: Show agents their most important metrics (and their progress toward those metrics) with Sharpen Performance Tiles. Sharpen screenshot: Report on what's happening in your contact center, no matter the channel customers and agents use to communicate. Sharpen screenshot: 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: 68

  • API
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Dialer
  • Automatic Call Distribution
  • Availability Indicator
  • Benchmarking
  • 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 Activity Tracking
  • Customer Database
  • Customer History
  • Customizable Fields
  • Customizable Reports
  • Email Management Software
  • Event Triggered Actions
  • Full Text Search
  • HIPAA Compliant
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Live Chat Software
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multiple Parties
  • Multiple Scripts
  • On-Demand Recording
  • Outbound Call Center
  • Performance Metrics
  • Phone Key Input
  • Prioritization
  • Progressive Dialer
  • Prospecting Tools
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Records Management Software
  • Reporting/Analytics
  • SMS Messaging
  • SSL Security
  • Scheduled Recording
  • Search/Filter
  • Social Media Integration
  • Support Ticket Management
  • Third Party Integrations
  • Video Conferencing Software
  • Voice Customization
  • Voice Mail

Alternatives

LiveAgent

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

Five9

4.2
#2 Alternative to Sharpen
Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution...

Zendesk

4.3
#3 Alternative to Sharpen
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

VICIdial

4.7
#4 Alternative to Sharpen
VICIdial is an open source call center solution with outbound predictive dialing and features for handling inbound or...

Reviews

Overall rating

4.4 /5
(47)
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.

Write a Review!
Showing 5 reviews of 47
Todd C.
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 L.
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.

Anastasia P.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Cloud contact center platform

Reviewed on 11/02/2021

Sharpen can help to optimize customer service for the business.

Sharpen can help to optimize customer service for the business.

Pros

This cloud based solution can improve and helps to establish better relationships with customers. It has very useful call monitoring and call analytics.

Cons

There is no free trial version and it has just two pricing plans, one is for full contact center and another one for unified communications app. Both plans are expensive.

Dylan R.
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.

Christina D.
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 47 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.

We do not have any information about Sharpen features

Sharpen has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

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

Sharpen offers the following support options:

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

Related categories

See all software categories found for Sharpen.