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
US$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
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!


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.


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.


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!


Melva H.

Very easy to use

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.


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

Great Value and Support

Reviewed on 2015/08/27
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

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

One stop solution

Reviewed on 2015/08/25
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

Dylan R.

Mediocre

Reviewed on 2015/09/24
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

Christina D.

Striving for Sucess

Reviewed on 2015/09/25
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

Melva H.
Industry: Information Technology & Services
Company size: 51-200 Employees

Very easy to use

Reviewed on 2015/08/26
Review Source: GetApp

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.

Rating breakdown

Value for Money
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
US$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
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
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: US$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