Sharpen

Happy Agents. Happy Customers.

4.4 /5 (46 reviews) Write a Review!

Sharpen Overview

What is 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.

Sharpen Overview

Pricing

Starting from
$119.00/month

Pricing options

Free Trial
Subscription
Value for money

Sharpen offers transparent, all-inclusive pricing at every license level. Sharpen Empower, the contact center platform, comes at the total cost of $109 per user, per month.


Sharpen Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany, Mexico
Supported Languages
English

Media

No-cost integrations to Zendesk (shown), Salesforce and ServiceNow.
See your calls, chats, Tweets, interaction history and more in a single interface
Use Sharpen's custom dashboards to visualize your data
In-line training and coaching on call recordings and transcriptions
Visual IVR builder with drag and drop tools for quick changes to call routing
Agent scorecards for personalized interaction coaching
Sharpen video Sharpen video Sharpen video Sharpen screenshot: No-cost integrations to Zendesk (shown), Salesforce and ServiceNow. Sharpen screenshot: See your calls, chats, Tweets, interaction history and more in a single interface Sharpen screenshot: Use Sharpen's custom dashboards to visualize your data Sharpen screenshot: In-line training and coaching on call recordings and transcriptions Sharpen screenshot: Visual IVR builder with drag and drop tools for quick changes to call routing Sharpen screenshot: Agent scorecards for personalized interaction coaching

Sharpen Reviews

Sharpen Reviews

Overall rating
4.4
/
5
Excellent
29

Very good
11

Average
3

Poor
2

Terrible
1

Value for Money
4.8
Features
5
Ease of Use
4.4
Customer Support
4.5
87% recommended this app
Elizabeth H.

Fathom is so much more than a Phone Service Option!

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!


Todd C.

Great Value and Support

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!


Dylan R.

Mediocre

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.


Brian L.

One stop solution

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.


Christina D.

Striving for Sucess

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!


Elizabeth H.
Industry: Legal Services

Fathom is so much more than a Phone Service Option!

Reviewed on 8/26/2015
Review Source: GetApp

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Todd C.
Industry: Insurance
Company size: 2-10 Employees

Great Value and Support

Reviewed on 8/27/2015
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Dylan R.

Mediocre

Reviewed on 9/24/2015
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Brian L.
Industry: Internet
Company size: 2-10 Employees

One stop solution

Reviewed on 8/25/2015
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Christina D.

Striving for Sucess

Reviewed on 9/25/2015
Review Source: Capterra

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!

Rating breakdown

Ease of Use
Customer Support

User recommendation
9.4/10
Based on 46 user ratings
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Sharpen Pricing

Sharpen Pricing

Starting from
$119.00/month
Free Trial
Subscription
Value for money

Sharpen offers transparent, all-inclusive pricing at every license level. Sharpen Empower, the contact center platform, comes at the total cost of $109 per user, per month.

Sharpen offers transparent, all-inclusive pricing at every license level. Sharpen Empower, the contact center platform, comes at the total cost of $109 per user, per month.

Value for Money
4.8/5
Based on 46 user ratings
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Sharpen Features

Sharpen Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Communication Management
Conferencing
Contact Management
Customizable Branding
Instant Messaging
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
5/5
Based on 46 user ratings
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Categories

Additional information for Sharpen

Additional information for Sharpen

Key features of Sharpen

  • 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

Benefits

• 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

Sharpen FAQs

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: $119.00/month

Pricing model: Subscription

Free Trial: Not Available

Sharpen offers transparent, all-inclusive pricing at every license level. Sharpen Empower, the contact center platform, comes at the total cost of $109 per user, per month.

Q. What are the main features of Sharpen?

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

Q. Who are the typical users of Sharpen?

Sharpen has the following typical customers:

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

Q. What languages does Sharpen support?

Sharpen supports the following languages:

English

Q. What type of pricing plans does Sharpen offer?

Sharpen has the following pricing plans:

Subscription

Q. Does Sharpen support mobile devices?

We do not have any information about what devices Sharpen supports

Q. What other apps does Sharpen integrate with?

Sharpen integrates with the following applications:

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

Q. What level of support does Sharpen offer?

Sharpen offers the following support options:

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