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:

N/A

  • 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

Devices

Business size

S M L

Markets

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

Supported Languages

English

Pricing starting from:

N/A

  • 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

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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 Software
4.5/5

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Showing 5 reviews of 47
Todd C. 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 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. 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 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.

Dylan R. Dylan R.
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software

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. Christina D.
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software

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!

Melva H. Melva H.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Review Source

Overall rating

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

Very easy to use

Reviewed on 2015-08-26

I find that Fathom is very user friendly and easy to navigate. At they company I work for we have...

I find that Fathom is very user friendly and easy to navigate. At they company I work for we have used a few different companies and in my experience Fathom has been the best.

Pros

I love that we can record the calls. In my line of work it is very easy to not catch all the important information on a call. So having the ability to go back and review it has been very beneficial for me. Also being able to save the recording allows for my Consultants to listen to my call before they reach out to the customer for follow ups and meetings. It also is great training tool for new members of the team to be able to hear real calls.

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.

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

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