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:

US$139.00

  • Free Trial
  • Subscription

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

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

Supported Languages

English

Pricing starting from:

US$139.00

  • Free Trial
  • Subscription

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.
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Sharpen video
Sharpen video
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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: 36

  • API
  • Automatic Notifications
  • Availability Indicator
  • Benchmarking
  • CRM Integration
  • Call Monitoring
  • Call Transfer
  • Caller ID
  • Chat
  • Collaboration Tools
  • Contact History
  • Contact Management
  • Custom Fields
  • Customer Activity Reporting
  • Customer History
  • Customizable Reporting
  • Email Integration
  • Full Text Search
  • HIPAA Compliance
  • Help Desk Integration
  • Instant Messaging
  • Monitoring
  • Performance Reports
  • Prioritizing
  • Prospecting Tools
  • Real Time Analytics
  • Real Time Reporting
  • Real Time Updates
  • Receiving
  • Records Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Social Media Integration
  • Third Party Integration
  • Video Conferencing

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Reviews

Overall rating

4.4 /5
(47)
Value for Money
4.8/5
Features
5/5
Ease of Use
4.3/5
Customer Support
4.5/5

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Showing 5 reviews of 47
Todd C.
Overall rating
  • Industry: Insurance
  • Company size: 2-10 Employees
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Great Value and Support

Reviewed on 2015-08-27

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

One stop solution

Reviewed on 2015-08-25

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 2021-02-11

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

Mediocre

Reviewed on 2015-09-24

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

Striving for Sucess

Reviewed on 2015-09-25

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: US$139.00
  • 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 offers the following features:

  • 24/7 US Based Support
  • Advanced Call Management Features
  • All Inclusive Pricing
  • Auto Attendant
  • Bring Your Own Device Enabled
  • Call Logs
  • Call Waiting
  • Caller ID
  • Chat
  • Conference Calling
  • Customizable Call Queues
  • DID
  • Easy Call Transfer
  • Free Integrations
  • HD Voice
  • International Calling
  • Music on Hold
  • One-click Integrations
  • Receptionist Panel
  • SMS/MMS
  • Social
  • Soft Phone
  • Unlimited Local & Long Distance Calls
  • Voicemail & Voicemail to Email
  • Web Faxing

Sharpen has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

Sharpen supports the following languages:

English

We do not have any information about what devices Sharpen supports

Sharpen integrates with the following applications:

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

Sharpen offers the following support options:

Phone Support, FAQs, Forum, Knowledge Base, Online Support, Video Tutorials

Related categories

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