Home/Call Center Software/Sharpen
Updated on: September 27, 2021

What is Sharpen ?

Sharpen - Call Center Software
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79% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Sharpen

The Agent-First Contact Center Platform
(68 Ratings) Write Review

Sharpen is a cloud-native contact center platform that helps companies create perfect customer experiences. Sharpen contact center software is ideal for mid-size to enterprise businesses. Designed for agent productivity and efficiency, it's the perfect solution for both customer support to outbound sales teams.

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Sharpen Features Show All Features

Sharpen Technical details

Support 24/7 (Live rep) Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number Indiana, United States
Deployment SaaS/Web/Cloud Category Call Center Software

Sharpen Pricing

Pricing ModelSubscription
Sharpen Voice
$5

Plan Features

  • Administrator Configuration
  • Financially Backed SLA’s
  • Support: Customer Care
  • Client Experience - Additional Charge
  • Telco - Additional Charge

Sharpen Connect
$15

Plan Features

  • Cloud-Native Platform
  • Security & Compliance
  • Administrator Configuration
  • Unified Communications
  • Financially Backed SLA’s
  • Development Tools
  • Support: Customer Care
  • Client Experience - Additional Charge
  • Telco - Additional Charg e
Sharpen Empower
$109

$109 Based on a 2-year annual contract

Plan Features

  • Cloud-Native Platform
  • Security & Compliance
  • Administrator Configuration
  • Unified Communications
  • Financially Backed SLA’s
  • Development Tools
  • Support: Customer Care
  • Client Experience - Additional Charge
  • Integrations
  • Analytics & Insights
  • Omni-Channel
  • Agent Desktop
  • Supervisor Interface
  • ACD
  • Sharpen Logic: IVR/IVA
  • Sharpen University: WFO/QA
  • Survey
  • Sharpen Tables
  • Actions: Automated Robotic Processes
  • Cadence: Outbound Campaign Manager - Additional Charge
  • Telco - Additional Charge
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Disclaimer: The pricing details were last updated on 04/02/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Sharpen pricing.

Sharpen FAQs

Sharpen is Call Center Software. Sharpen offers the following functionalities:

  • IVR Support
  • Queue Management (Calls)
  • Predictive Dialer
  • Progressive Dialer
  • Inbound Call Center

Learn more about Sharpen features.

Yes, Sharpen provides API.

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Sharpen Reviews

OVERALL RATING
3.8
Based on 68 Rating(s)
Rating Distribution
  • 42.9 %
  • 28.6 %
  • 14.3 %
  • 0 %
  • 14.3 %
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Eric V
Eric VSource : g2crowd.com
(Reviewed on 30 April 2020) "Sharpen enabled us to have our 65 seat contact center work from home with 2 days notice!"

What do you like best?

Where to start...Many of us have experience using old school on premise phone systems. You have to know their proprietary scripting just to change what time your contact center opens. With Sharpen that all goes away. Their web GUI is intuitive and easy to use. You can make changes on the fly easily without taking the whole system down. The omni channel features are great. We were looking for a solution that allows our agents to manage calls, emails, chats, SMS, etc. all in one place and Sharpen does that for us.

Like all SaaS there will be small issues occasionally and when Sharpen has their issues, which are very rare, they do a great job of communication with their customers so we are 100% aware of what is happening and when to expect resolution.

What do you dislike?

Sharpen is relatively young, not that that's a bad thing, but some of their features show their age. While their voice options are spot on, their other offerings are still growing up. Not that they don't work, but they are missing some of the features we wish they had right now. The features we want are all on their road map and are getting worked on but no quite ready yet.

Recommendations to others considering the product:

They have been an amazing system. Just make sure the current Omni Channel features (email, chat, SMS) are to the point you need them to be.

For the price the features and the experience can't be beat! Any one I talk to I rave about Sharpen because they are just that good!

What problems are you solving with the product? What benefits have you realized?

One of the problems we solved was getting off of our on premise phone system, that worked wonderfully, but lacked all of the Omni channel options that Sharpen had. Our agents are now able to do more than just take calls. We also are seeing cost savings as a result of Sharpen. We're more efficient so our cost per call goes down. We also don't have to pay the IT costs of maintaining an on premise system. We're just paying a SaaS cost which is very predictable.

One of the biggest benefits we've had with Sharpen is the ability for our agents to work from home. With the COVID-19 pandemic we were able to send all of our agents home and our customers had no idea we had done so!

...more
Executive Sponsor in Financial Services
Executive Sponsor in Financial ServicesSource : g2crowd.com
(Reviewed on 28 April 2020) "Sharpen Rocks!"

What do you like best?

As an executive leader with experience using a variety of telco/call center platforms, Sharpen helps our leadership team fully understand our client experience and has helped us execute on our vision to provide leading edge solutions to help our clients engage with us whenever, wherever and however they may choose. With strong analytics, the data driven platform helps us put the right people in the right place and measure their individual effectiveness and the effectiveness of our organizational strategy.

What do you dislike?

As a contact center focused platform, the contact center features and functionality are among the best in the industry. However, a full service telco provider, Sharpen has some development opportunities to improve the user experience and execution consistency for those users not operating in a contact center capacity.

What problems are you solving with the product? What benefits have you realized?

We've solved numerous problems, all in a short period of time. Most significantly, we were able to quickly move our agents into a work-from-home capacity extremely quickly as a result of the platform capabilities. We've continued to grow and enhance our client routing strategy, which means that our clients spend less time listening to irrelevant IVR menu options and more time connecting to us through a communication channel that meets their needs.

...more
Administrator in Insurance
Administrator in InsuranceSource : g2crowd.com
(Reviewed on 29 August 2019) "Always responsive, have personally had 0 issues since moving to Sharpen."

What do you like best?

Ease of setup and responsive service department.

What do you dislike?

No downsides we've been satisfied with our experience.

What problems are you solving with the product? What benefits have you realized?

Call center and business phone system

...more
Source : g2crowd.com
(Reviewed on 19 April 2019) "Sharpen "

What do you like best?

I like that it allows to establish a corporate calendar to receive calls and thus it is more aligned with customers, it provides an excellent voice mail that provides added value to the company, also something important is that when you are out of the office this tool divert calls to your mobile phone and if you can not attend it, you get the message to your cell phone

What do you dislike?

I have no complaints about this product everything is fabulous, it improves the communication with the clients, it allows to manage the hours of attention more efficiently, besides the support of the manufacturer is perfect, they are always available and with the best disposition to help, it is totally recommended

Recommendations to others considering the product:

Test it

What problems are you solving with the product? What benefits have you realized?

More fluent communication, programmed and customized calls in relation to workload, personalized and corporate voice mail

...more
Source : g2crowd.com
(Reviewed on 27 May 2015) "Fathom Voice-Customer Service Comes First! "

What do you like best?

I like that everyone at Fathom is super friendly and eager to help. I had a lot of questions at the beginning and feel as though I may have many at any given moment. Everyone that I have talked with at Fathom has been eager to please and willing to answer my questions (even if I have to ask the question more than once. They don't exactly teach a course about VOIP phones in law school so I had a ton of questions and a huge learning curve to conquer. I am always learning and am grateful that the staff at Fathom is always friendly and eager to help. I also like that once I have made a call with the support team at Fathom, they send me an email detailing my request and updating me as they have answers. I love when I interact with local companies that believe that communication is a two way street. They have really helped my business start out on the right foot. They put their customers first which is one of the many reasons why I am a fan of Fathom Voice.

What do you dislike?

I switched to Fathom from Google Voice because I wanted to use a more professional phone system when interacting with my clients and other professionals. Once we (Fathom and myself got the phone up and running, I have really liked the system overall. The gentlemen that I worked with at Fathom Support were exceptionally helpful and put many hours into making sure that my phone worked properly. The one thing with Fathom Voice that I do not like at this point is that I can receive text messages from clients and other professionals but cannot send them. I have talked with Fathom Support about this but they have not resolved this issue as of yet. The other thing that I don't necessarily like is that when I am out and about I cannot return or make a call from my cell phone on my fathom voice number. When using Google Voice before I was able to call out from my Google Voice number and mask my cell phone number. My business is small and having this extra element before was helpful. When talking with Fathom, they indicated that this could be done but that it would add expense to my existing plan. In an effort to keep my business costs low, I will be continuing with my phone setup the way it is.

Recommendations to others considering the product

I would recommend that you call and talk with Shelby about what Fathom Voice could do for you. Shelby is amazing and always super friendly and helpful. The product, once it is set up really does speak for itself. The customer service, however, really sends this company over the top!

What business problems are you solving with the product? What benefits have you realized?

When I was using Google Voice, there was no way to have a professional voicemail set up for when I missed clients calls. There was no way to set business hours as parameters to accept these calls. I like that my Fathom phone is set up to operate during business hours. This allows me to keep some sort of balance with my clients and my workload. I like that Fathom provides an excellent voicemail that makes me look more professional. I love the fact that when I am away from my desk my calls get forwarded to my mobile and then ultimately I receive an email with voicemails should I be in another meeting. This is super convenient for when I am out and about.

...more
Stephanie H
Stephanie HSource : g2crowd.com
(Reviewed on 28 April 2020) "Overall increase in functionality would like ability to combine info in Insights"

What do you like best?

Reporting in Sharpen is very helpful, the information we are able to track and coach to is valueable.

What do you dislike?

Sharpen does freeze some, we also run in to the issue where we cannot see who is calling us internally.

What problems are you solving with the product? What benefits have you realized?

Reporting has been great, we are able to track many new things.

...more
Executive Sponsor in Accounting
Executive Sponsor in AccountingSource : g2crowd.com
(Reviewed on 28 April 2020) "Modern progressive cloud voip contact centre."

What do you like best?

Sharpen have an exciting and feature rich cloud contact centre solution. They are very responsive to customer needs and are moving quickly to add even more features useful to businesses.

What do you dislike?

The Connect product (for users just requiring a voice system) is fairly basic, but Sharpen are being responsive to feature requests and an upgrade is due mid-2020.

What problems are you solving with the product? What benefits have you realized?

Some handset provisioning issues and confusion to root cause.

...more
Courtnie H
Courtnie HSource : g2crowd.com
(Reviewed on 27 August 2019) "Sharpen has been great!"

What do you like best?

I like the ease of using not only the Connect side, but the Empower and Admin as well. It is extremely user friendly. It has helped us bring our training from mediocre to amazing! The support staff and the whole onboarding process was amazing.

What do you dislike?

The zero out option does not exist so that is sort of a bummer, and i wish the fax was easier to use.

Recommendations to others considering the product:

they are amazing in streamlining

What problems are you solving with the product? What benefits have you realized?

Queue times, hold times, customer service issues, and training have all been greatly improved since switching to Sharpen. We realize because of the software being cloud based there are so many possibilities. Even use the Connect login while at an event in Milan!

...more
Source : g2crowd.com
(Reviewed on 26 November 2018) "Quality Cloud Omni-Channel Platform"

What do you like best?

I love the outbound cadencing tool as well as the Salesforce integration.

What do you dislike?

I dislike some of the limits of permissions settings and groups, but it's a minor concern.

What business problems are you solving with the product? What benefits have you realized?

Sharpen allowed seamless integration of all communication channels for inbound and outbound communication as well as notes and associated data both within the platform and also synced to Salesforce CRM.

...more
Executive Sponsor in Furniture
Executive Sponsor in FurnitureSource : g2crowd.com
(Reviewed on 09 September 2019) "Agile Company Quickly Expanding Call Center Product Capabilities"

What do you like best?

They have been a lot of investment into their call center platform. The feature set for that product is impressive, but you need to ensure you test them. Sometimes it feels as if they have rushed their new features out, and didn't fully test. Agile methodology. :)

Their current model of assigning a "Client Success Manager" is awesome, and hopefully, they continue to staff up that role. Those individuals are critical to a successful implementation of their product, as well as new features being rolled out to existing implementations.

What do you dislike?

Because they have been focusing on their call center product, their normal office voice product hasn't been getting a ton of attention. It is a nice web client, but they need to build a lot more features into it.

The support experience can be really hit or miss as well. Due to the immense flexibility of the call center product, it can get really complex, and sometimes their Tier 1 associates either try to work thru the problem to long, or fail to communicate when they have escalated.

Recommendations to others considering the product:

Make sure you clearly communicate what you want to do with your calls, and once you onboard, make sure that the documentation on your configuration is on point.

What problems are you solving with the product? What benefits have you realized?

We have gotten a ton of control of where we can direct a call. And the experience we provide that incoming call is significantly improved. Their product has allowed us to get our head around the call workload, allowing us to more effectively staff up.

...more
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Videos on Sharpen

The Power of Sharpen’s Cloud-Native Contact Center Platform
The Power of Sharpen’s Cloud-Native Contact Center Platform
Sharpen's Agent-First Platform
Sharpen's Internet of Things

Sharpen Screenshots

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Sharpen Demo - Dashboard.png
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Sharpen Demo - Agent-interface.png
Sharpen Screenshots
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