# Sharpen Reviews **Vendor:** Sharpen Technologies **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.0/5.0 **Total Reviews:** 42 ## About Sharpen Sharpen is a comprehensive contact center platform designed to enhance performance, productivity, and empowerment for businesses and their agents. This innovative solution focuses on delivering superior outcomes for customers, agents, and organizations alike. By providing a seamless and intuitive experience, Sharpen aims to transform the customer experience (CX) in a way that is both noticeable and impactful. The platform caters to a diverse range of industries, making it suitable for businesses of all sizes that rely on customer interactions. Whether you are a small startup or a large enterprise, Sharpen's features are tailored to meet the unique needs of your organization. It is particularly beneficial for customer service teams, sales departments, and support centers that require efficient communication tools to manage interactions effectively. By streamlining processes and enhancing collaboration, Sharpen empowers agents to perform at their best, ultimately leading to improved customer satisfaction. Key features of Sharpen include advanced analytics, omnichannel support, and customizable workflows. The advanced analytics tools provide valuable insights into customer interactions, allowing businesses to identify trends and areas for improvement. This data-driven approach enables organizations to make informed decisions that enhance their service delivery. The omnichannel support feature ensures that customers can reach out through their preferred communication channels, whether it be voice, chat, or email, creating a more cohesive experience. Additionally, customizable workflows allow teams to tailor processes to their specific needs, ensuring that every interaction is handled efficiently. Sharpen stands out in the crowded contact center market by prioritizing user experience and flexibility. The platform is designed to be intuitive, reducing the learning curve for new agents and allowing them to focus on delivering exceptional service rather than navigating complex systems. Furthermore, the ability to integrate with existing tools and software enhances its functionality, making it a versatile choice for organizations looking to optimize their customer engagement strategies. By investing in Sharpen, businesses can expect not only to improve their operational efficiency but also to foster a culture of empowerment among their agents, leading to better overall outcomes. ## Sharpen Pros & Cons **What users like:** - Users commend the **responsive and helpful customer support** from Sharpen, facilitating growth and enhancing user experience. (3 reviews) - Users value the **exceptional support** from the Sharpen Care Team, enhancing their experience and overall growth. (3 reviews) - Users find Sharpen to be **easy to use** , appreciating quick support and ongoing improvements in stability and functionality. (2 reviews) - Users praise the **ease of use and implementation** of Sharpen, highlighting its effective technology and service integration. (1 reviews) - Users appreciate the **effective case management** of Sharpen, boosting productivity and performance consistently over the years. (1 reviews) - Easy Implementation (1 reviews) - Efficiency (1 reviews) - Features (1 reviews) - Features Variety (1 reviews) - Platform Reliability (1 reviews) **What users dislike:** - Users face **complex reporting** problems with Sharpen, including missed interaction notes in email queue reports. (1 reviews) - Users find the **difficult learning** curve of Sharpen challenging, often requiring assistance to navigate its numerous options. (1 reviews) - Users often face **email issues** , including cloud glitches and missing interaction notes in reports from email queues. (1 reviews) - Users find Sharpen's pricing **expensive** , especially when enhancements require global changes rather than individual adjustments. (1 reviews) - Users report frequent **cloud glitches** , affecting interactions and limiting the accuracy of notes in reports. (1 reviews) - Incorrect Information (1 reviews) - Integration Issues (1 reviews) - Learning Curve (1 reviews) - Missing Features (1 reviews) - Poor Customer Support (1 reviews) ## Sharpen Reviews ### 1. Efficient Call Management, Needs Better Support **Rating:** 4.5/5.0 stars **Reviewed by:** Joe A. | Co-Founder, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2026 **What do you like best about Sharpen?** I really appreciate Sharpen for its queue callback feature that improves customer service and boosts efficiency. It allows customers to request a callback instead of staying on hold, which helps in decreasing abandoned calls and reduces the need for customers to call back or leave messages. Additionally, setting up Sharpen was easy, which I find highly beneficial. **What do you dislike about Sharpen?** They could improve support and communication when servicing or updating their platform, which would reduce any downtime. Ensuring customers know the software update schedule ahead of time would help operational planning. **What problems is Sharpen solving and how is that benefiting you?** Sharpen improves my ability to answer and track call volume data, enhancing business service performance. The queue callback feature boosts customer service efficiency by reducing abandoned calls and callbacks. **Official Response from Melissa Schmitz:** > Joe, thank you for the feedback on our Queue Callback and Support experience! It’s great to hear that our Queue Callback feature is successfully driving down your abandonment rates and that you found the initial setup process seamless—we aim for that "easy-to-start" experience. I also want to sincerely thank you for your transparency regarding our support and communication during platform updates. We recognize that unexpected downtime or lack of visibility into update schedules can disrupt your operational planning. Here is how we are addressing your feedback: • Proactive Communication: We are currently refining our notification process to ensure customers receive more advanced notice regarding maintenance windows and feature deployments. • Support Accessibility: We’re working on streamlining our support channels to ensure that when you do have questions during an update, you get answers faster. If you have specific suggestions, please feel free to reach out to us at csmteam@sharpencx.com. Best regards, Rebecca Burdick, Head of Customer Success at Sharpen ### 2. Impressive Company with a closet full of solutions! **Rating:** 5.0/5.0 stars **Reviewed by:** Eric H. | Workforce Management Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2024 **What do you like best about Sharpen?** Sharpen platform is so deep with so many parts to it. To pick one area of "The Best" about Sharpen would do any justice. However I do want to mention that the Sharpen Care Team has been instumental with our growth. They are always at our beckon call. If an answer to my question is given during the phone call they get right back to me within a short amount of time. **What do you dislike about Sharpen?** Everything has be great with Sharpen. One downside that Sharpen may not be able to control is user error. I feel the system is easy to use. However some with lesser computer knowledge may have a few extra questions. **What problems is Sharpen solving and how is that benefiting you?** No problems at the moment. ### 3. Easy to implement and use. Great to partner with. **Rating:** 5.0/5.0 stars **Reviewed by:** John B. | Sr Manager, Contact Center Technology Team, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Sharpen?** Sharpen is easy to use and support responds quickly. We are excited for functionality we have seen on their roadmap in the near future as well. We have seen a lot of improvements in stability and functionality since going live at the end of 2020. **What do you dislike about Sharpen?** Great to partner with and find solutions. We have run into a few situations where Sharpen handles something differently than what we would consider standard on other platforms and require a product enhancement request to make the change. These enhancements may require a global change to the platform rather than a change to just our org. Sharpen support is quick to offer workarounds where possible. **What problems is Sharpen solving and how is that benefiting you?** The biggest "problem" was needing to get off premise and spend less time on server maintenance and more time improving functionality, which of course was a huge savings as well. As our team grows and contracts, we can be much more flexible with hiring and remote work. ### 4. Sharpen Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** I like the customization that we have to deliver a unique experience and the ability manage the system ourselves instead of relying on the vendor to make minor changes. The product has met my expectations and I have been able to accomplish a lot with it. **What do you dislike about Sharpen?** Nothing. They are great business partners. **What problems is Sharpen solving and how is that benefiting you?** It has allowed us to provide a lot of self service options for people to interact with Xyngular and a reduced price. We have been able to launch our own chatbot, QA process, textbot, WFM process, etc. where in the past we needed integrations with other vendors to have these services. ### 5. Smart Easy to Use tools and insights! **Rating:** 5.0/5.0 stars **Reviewed by:** Melody E. | Customer Care Center Manager/ FSOP, Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2024 **What do you like best about Sharpen?** Their helpdesk is probably the most helpful thing I've encountered any system. Anytime I have questions, concerns, or trying to build for they're always right there to lend me a hand. I know extra charge and they are so friendly. **What do you dislike about Sharpen?** The usual cloud glitches. Not capturing interactions notes in reports from email queues **What problems is Sharpen solving and how is that benefiting you?** It's helping us solve workforce justifications and giving us actual efficiency results in our call center work using reporting tools that exceed expectations ### 6. Tools, stats, and improvements! **Rating:** 5.0/5.0 stars **Reviewed by:** Mary Ann M. | Supervisor, Agent Recruitment Center, Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2024 **What do you like best about Sharpen?** Sharpen has enabled us to increase our year over year performance for two years in a row. The plethora of tools availble has made managing our center more effienct, productive, and positive. **What do you dislike about Sharpen?** Sharpen has so many options, it can be hard to get started without help! **What problems is Sharpen solving and how is that benefiting you?** We have over 100 shared lines that need to be specilized for specific areas. Sharpen is able to streamline this and make it manageable. ### 7. Sharp and Interactive **Rating:** 5.0/5.0 stars **Reviewed by:** Christian G. | Technology Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2024 **What do you like best about Sharpen?** ease of use, implementation, technology. everything related to this platform is related to service. **What do you dislike about Sharpen?** the system has been in constant growth and thats a good thing. I dont have any dislike. **What problems is Sharpen solving and how is that benefiting you?** to easily manage campaigns, representative call skills, connect with business partners, create and manage call workflow ### 8. Great Contact Center Environment **Rating:** 5.0/5.0 stars **Reviewed by:** Eunice S. | Contact Center Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Sharpen?** The implementation process was fairly smooth, felt very supported by the SharpenCx team throughout the build and were very accomodating when we needed extra support in the training aspect. It is a great contact center solution system as there is a wide range of trackable metrics. Our contact center uses the system daily and it is very user friendly and has helped reduce our abandoned/missed calls. The system offers several feautres and the support team has been great at walking us step by step to make sure that we are able to take full advantage of what the system offers. The administrator account does require more time and knowledge to navigate but the SharpenCx team has been great at providing the support when needed. Thank you to Mack, Matt, and Amila for all the support that they have provided, the Jira team is also very quick to respond and troubleshoot. **What do you dislike about Sharpen?** There are some metrics that are affected by UTC time and it is a bit of nuisance but the SharpenCx team are working dilligently to resolve this. **What problems is Sharpen solving and how is that benefiting you?** Before implementation the rate of missed calls was a pain point for our organization, SharpenCx offers a call back feature to our patients which has helped improve the rate of missed calls improving the quality of service we are able to provide. ### 9. Efficient, easy to navigate, and helpful. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Sharpen?** I like how easy it is to navigate the website. I like the feature where you can toggle the queues that you're logged into for the call queue. **What do you dislike about Sharpen?** I wish it had a speed adjuster when listening to calls so we can listen to a call at 2x speed. Also, an easier interface when you open a call to skip easier, instead of having to pause, move the slide bar and then click. Just a little time-consuming. **What problems is Sharpen solving and how is that benefiting you?** It helps with toggling from queue to queue if needed, which is handy when the call queue is high and we need to stop working on emails for the time being. I also use it for reporting our CSAT scores and it's nice I can just gather it from there to make my reports. ### 10. Sharpen has been a great phone system. They are quick to respond and resolve issues that arise. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** I love that our agents can see all of their interactions in one place. Whether Calls, texts, chats, emails, etc. All things in one system make it easier to manage and help our customers. I also love that we can now include our QA score within Sharpen. It really is a one-stop shop for our team. **What do you dislike about Sharpen?** I don't know that there is anything I dislike about Sharpen. There are a few things that might seem frustrating for some; for example, each reply creates a new interaction so if you are working with someone with an issue, when they reply the interaction does not stay with you. Also, the way you add attachments to an email is weird but once you get used to it, it's not bad. Overall I have had a pretty good experience. **What problems is Sharpen solving and how is that benefiting you?** I am not 100% sure what feature requests Sharpen is currently working on that benefits me and my team. I know that my supervisor works closely with our Shapen account manager and they are always working on ways to make the system work for our teams needs. ### 11. Good software for small companies **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Sharpen?** Sharpen has a lot of functionalities which isn't offered by many other CX's. **What do you dislike about Sharpen?** Needs to be refined. There's several metrics which doesn't properly calculate (such as idle time). I've been working with SharpenCX for over 2 years and this is still an ongoing issue from before I started working with the software. **What problems is Sharpen solving and how is that benefiting you?** Logic Flow, Dashboards ### 12. I think that Sharpen is a good user interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** Sharpen is very simple to use. I like that it gives me a friendly user interface. I like that it has a lot of things you can do and it makes it very simple. I have used other soft phones and sharpens usability is easier. **What do you dislike about Sharpen?** I think that when I go to create a conference call it is unnecessarily complex to do. Other than that I think that it is a really friendly user interface, that gives easy usability. **What problems is Sharpen solving and how is that benefiting you?** It benefits me by letting me do my job well. I work as a call center representative. It makes my job very easy. Other softphones I have seen do not allow me to see the que. ### 13. Sharpen is a great platform that has great potential to become even better. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** I appreciate that Sharpen has the ability to handle multiple types of interactions. We specifically use calls, webchats, texts, and emails. It is so convenient to be able to have everything on one platform! **What do you dislike about Sharpen?** One thing that is a little annoying to deal with in Sharpen's system is the lack of ability to save drafts while switching between different types of interactions. Occasionally, I'll need to switch between a webchat and an email while working on an issue with a customer. If I switch back to the webchat before finishing my email, the entire body of the email I was typing disappears. This can be frustrating and delay my ability to help the customer I'm working with. **What problems is Sharpen solving and how is that benefiting you?** I appreciate that Sharpen is capable of handling multiple different types of platforms! Before, we had a platform for calls, one for text/webchats, and another for emails. Having that many different systems to navigate through was a pain! It's so nice to not have to do that anymore. ### 14. Sharpen typically works very smoothly, there are sometimes that errors occur, and we have to reboot. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2023 **What do you like best about Sharpen?** It keeps our interactions organized. It helps with stats for us as agents so we know how we can improve. Calls are usually very clear. **What do you dislike about Sharpen?** We have to reboot sometimes because it can error and mess up phone calls. **What problems is Sharpen solving and how is that benefiting you?** It helps us make communications with customers and helps us give them the best service. ### 15. Great Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** Love how easy it is to use and it simplifies my work as I receive and reach out in outbound calls. **What do you dislike about Sharpen?** Still getting used to the layout but overall love the experience **What problems is Sharpen solving and how is that benefiting you?** Getting people in and out to solve their problems and to support our customers and field as quickly as possible ### 16. I'm not a tech savvy person and Sharpen made it easy! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** I manage a call center for a community clinic in Northern California. My favorite feature about Sharpen its insights capabilities. I've been able to create reportable and understandable KPIs for my representatives and set goals to continue to improve efficiency and quality. **What do you dislike about Sharpen?** There isn't much to dislike about Sharpen. **What problems is Sharpen solving and how is that benefiting you?** They have made facilitated improving quality with the coaching calls that I do monthly. Because of SharpenCX my team has been able to reduce wait time, decrease abandoned rate and help my representatives stay accountable. ### 17. Easy to understand. **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** It is easy to understand, and easy to use. **What do you dislike about Sharpen?** Stops working way too often. Very inconvenient when you are trying to get patients the help they need when it stops working. **What problems is Sharpen solving and how is that benefiting you?** It helps our company get through pt in an easy way. ### 18. Sharpencx Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** I love using Sharpencx, it provides us with previous call history and prompts that the patient uses to connect with us for us to better assist them with why they are calling in. **What do you dislike about Sharpen?** Sometimes the page doesn't load on time and it delays my greeting with the patients. **What problems is Sharpen solving and how is that benefiting you?** I love that the program adds in the information the patient is calling in such as language, new or established patient and the location they are calling for as well. ### 19. Overall the system works pretty well **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** It is an easy application to use, with all the necessary tools **What do you dislike about Sharpen?** When the system crashes and there is nothing we can do **What problems is Sharpen solving and how is that benefiting you?** The amount of failed calls and system outages. The fast response is the most beneficial ### 20. Sharpen is great **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** I like how easy it is to set up interactions **What do you dislike about Sharpen?** I don't like how you can't have an email and a call going at the same time **What problems is Sharpen solving and how is that benefiting you?** It filters calls for me and sends them to me correctly ### 21. Patient Access Representative **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Sharpen?** Seeing the language that the caller speaks **What do you dislike about Sharpen?** It can be slow to load the call from time to time **What problems is Sharpen solving and how is that benefiting you?** Loading quicker, ### 22. the interface is quite easy and intuitive with excellent performance when using it **Rating:** 4.5/5.0 stars **Reviewed by:** Matt W. | Enterprise (> 1000 emp.) **Reviewed Date:** October 05, 2020 **What do you like best about Sharpen?** What is most remarkable for me about Sharpen has been its customer service team, which I really consider that they respond practically immediately to any request or problem that may arise while using the application, and the interface is quite easy and intuitive with excellent performance at the time of use, another thing that I like a lot is the fact that it allows me to make call recordings, in such a way that I can resort to the recording again in case I have any questions or concerns about the Issues that have been addressed, has helped me to train in a much easier way the new staff that is entering the company, since it allows me to maintain better communication in this way, without any inconvenience. **What do you dislike about Sharpen?** Initial setup can be somewhat cumbersome, however just contact the customer service team and they will help you right away. **What problems is Sharpen solving and how is that benefiting you?** Above all, to improve the interdepartmental communication of my company, since it allows me to carry out communications by phone or by messages without any inconvenience between all those involved, being especially useful when it comes to training and training new personnel ### 23. Sharpen enabled us to have our 65 seat contact center work from home with 2 days notice! **Rating:** 5.0/5.0 stars **Reviewed by:** Eric V. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2020 **What do you like best about Sharpen?** 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 about Sharpen?** 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 Sharpen:** 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 is Sharpen solving and how is that benefiting you?** 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! ### 24. Sharpen Rocks! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about Sharpen?** 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 about Sharpen?** 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 is Sharpen solving and how is that benefiting you?** 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. ### 25. It's okay when it works **Rating:** 1.0/5.0 stars **Reviewed by:** Jesse S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about Sharpen?** In my opinion the only thing these guys have going for them is the flexibility of their platform. The web based softphone is really cool and the only reason they don't get a zero. **What do you dislike about Sharpen?** Latency on calls is generally bad, sometimes so much as to be unusable. There are weird problems with softphones unable to call wired phones. Call routing is hit and miss. Wired phones intermittently will not provision, or lose configuration after having successfully provisioned. I mean, this is the basic stuff that you'd expect people providing you telephony to get right. **Recommendations to others considering Sharpen:** Look elsewhere. **What problems is Sharpen solving and how is that benefiting you?** I receive fewer calls, therefore I'm able to focus on project work uninterrupted. **Official Response from Greg Bonness:** > I really appreciate you taking the time to share your experience with us at Sharpen. Feedback like this helps us work cross-functionally to improve our product, service and our partnership with you. Know that we don’t take it lightly, and we act on the information you share with us. I’m particularly sorry to hear about the issues you’ve had with softphone connectivity and latency. Our dev team has a detailed roadmap to revamp Sharpen Connect, our UC solution for backend and office users to make sure issues like these don’t happen. It’s frustrating when they do, and we want to be a partner you can count on, not a source of frustration. With the core of our business being to support contact centers, we’ve put a priority on building out Sharpen Empower, our contact center platform, to give our customers the functionality and flexibility they need to reach lucrative CX business goals. We know there’s room for improvement for our office users as well, and we have a team dedicated to upgrading core functionality and quality, with a full product revamp currently under development. We’ve made substantial progress in clearing up known issues for the rest of our customer base, so I’m sorry to hear that you haven’t felt the same relief. I understand that not all organizations share the same business needs, and issues that pop up impact each of our customers differently. That’s why as we’ve been improving our product, we also started a user group to connect and hear from more of our customers. In each session, our executives talk through important roadmap developments and platform improvements. Each user group is an open forum where customers can join, talk with one another, and bring their concerns directly to our executive team. I encourage you to join these sessions and share your feedback with our product and development leaders. Always feel free to reach out to your dedicated client success manager, or to me, to work through any issues you have, too. I’m here to improve your experience and help you reach your business goals – no matter what. Again, thanks for the feedback. Greg Bonness, Director of Client Experience ### 26. Modern progressive cloud voip contact centre. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about Sharpen?** 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 about Sharpen?** 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 is Sharpen solving and how is that benefiting you?** Some handset provisioning issues and confusion to root cause. ### 27. Overall increase in functionality would like ability to combine info in Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about Sharpen?** Reporting in Sharpen is very helpful, the information we are able to track and coach to is valueable. **What do you dislike about Sharpen?** Sharpen does freeze some, we also run in to the issue where we cannot see who is calling us internally. **What problems is Sharpen solving and how is that benefiting you?** Reporting has been great, we are able to track many new things. ### 28. Sharpen has been great! **Rating:** 4.5/5.0 stars **Reviewed by:** Courtnie H. | Director of Account Management, Events Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Sharpen?** 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 about Sharpen?** 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 Sharpen:** they are amazing in streamlining **What problems is Sharpen solving and how is that benefiting you?** 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! ### 29. Sharpen **Rating:** 4.0/5.0 stars **Reviewed by:** Justin M. | Director of Operations , Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2019 **What do you like best about Sharpen?** Sharpen has a dynamic interface that is an upgrade from our previous provider. I also like that Sharpen is eager to help us and develop a customized solution to meet the needs of our customers and clients. **What do you dislike about Sharpen?** The speed to include feature updates has been slow at times. The team has been responsive which is a benefit however with the growth and scale in our business this is important. **What problems is Sharpen solving and how is that benefiting you?** Reporting and Analytics has been a huge benefit. The subscription options to have daily reports delivered has been great. ### 30. Agile Company Quickly Expanding Call Center Product Capabilities **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2019 **What do you like best about Sharpen?** 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 about Sharpen?** 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 Sharpen:** 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 is Sharpen solving and how is that benefiting you?** 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. ### 31. Unique platform, still have improving to do **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2019 **What do you like best about Sharpen?** The insights and reporting capabilities within Sharpen provide you with a lot of opportunities for internal growth and improvement, coaching staff and improving overall experience org wide. **What do you dislike about Sharpen?** Because it's all web based, connection is poor many times. We have trouble with Sharpen fixing reoccurring issues or giving real reasons as to why things happened. Many of our road map and enhancement ideas are only coming from our organization and that makes it hard. **Recommendations to others considering Sharpen:** Ask a lot of questions and make sure they can develop the way you want it to develop. **What problems is Sharpen solving and how is that benefiting you?** Working through development issues. **Official Response from Greg Bonness:** > Thanks so much for taking time out of your day to share your thoughts on Sharpen. We genuinely appreciate your feedback. Know that we’re taking your response and coming up with an action plan to improve our platform and service for our customers. I’m sorry to hear that your experience with Sharpen has been anything less than great. Our platform’s connection and quality are mission-critical to our clients’ success, and that’s of the utmost importance to us. One of our dev teams is completely dedicated to cleaning up the recurring issues, but you’re right, it’s frustrating when they happen. If you’re not getting clear enough answers from our team, don’t hesitate to keep asking. The dev team has spent a lot of time and energy on creating a roadmap for your product to make it better (i.e. fewer annoying bugs, a better user experience, clean new features). And we’ve tried to incorporate our customer’s feedback and needs as we move forward. Sharpen is built to be customizable to your specific business needs. We’re here as a partner to help you grow and develop in the way that works best for you. I encourage you to reach out to your client success manager, or to me personally, to talk through these issues in more detail. You are our priority. We look forward to working together to resolve any outstanding issues and help you achieve your business goals through Sharpen. Thanks for your feedback, Greg Bonness, Director of Client Experience ### 32. Sharpen for call center use **Rating:** 3.5/5.0 stars **Reviewed by:** Kourtney K. | Account Manager, Insurance, Small-Business (50 or fewer emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Sharpen?** The ease of setting up multiple clients in the call center with different numbers and being routed to different enrollers **What do you dislike about Sharpen?** We use the system for our everyday phones also and I get 4 voicemail notifications for each time someone doesn't hang up and the call goes to voicemail for the full 300 seconds **What problems is Sharpen solving and how is that benefiting you?** Being able to use 1 enroller with multiple call center lines going to them Especially for non buy enrollments. We get a few calls a day for multiple customers and 1 employee can handle them. ### 33. Used to use Fuze, would prefer to switch back instead of Sharpen **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** June 18, 2019 **What do you like best about Sharpen?** I think our support team likes this platform, but we are not enjoying it on the sales side. **What do you dislike about Sharpen?** We used to get around 20-30 inbound phone calls a week for our team. As well as 5 voicemails left during the week for follow up, we now get around 5 calls a week with no voicemails. We can't diagnose why we are no longer getting the calls. I have tried testing leaving voicemails and I do not receive them. I think that the platform is also supposed to be for support or call centers. We do not operate as a call center, so it doesn't seem like a good fit for our sales teams. **What problems is Sharpen solving and how is that benefiting you?** na ### 34. Promising System Dealing with Growing Pains **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2019 **What do you like best about Sharpen?** Sharpen has great reporting features and allows a lot of flexibility in viewing our data. **What do you dislike about Sharpen?** We feel some of the growing pains Sharpen is going through. The documentation for users is limited and we have to rely on support more than I would like. **Recommendations to others considering Sharpen:** Ensure what you want to do can be accomplished. If it can't, work on a road map and solid plan with Sharpen so you get to where you want to be. **What problems is Sharpen solving and how is that benefiting you?** Sharpen is a partner willing to work with us in areas that may seem out of the ordinary. The ability to leverage the phone platform in different areas has allowed us flexibility during busy time frames and allow agile movement within our organization. ### 35. Good support, missing some features I would love. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Sharpen?** Great support, startup like mindset of their team, HIPAA BAA. **What do you dislike about Sharpen?** Wish it had some more features, and it doesn't integrate with all the tools I wish it did. **What problems is Sharpen solving and how is that benefiting you?** Phone Tree for support. ### 36. Has a lot of growing to do. **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Sharpen?** Being able to route my calls through the online dashboard. **What do you dislike about Sharpen?** The softphone capabilities are extremely lacking. With our previous phone provider I used only a soft-phone through my computer but had to end up getting a hard phone once we switched to Sharpen because of so many issues with connectivity and just basic user abilities like not being able to have a phone ringer if head phones are plugged in. **What problems is Sharpen solving and how is that benefiting you?** It replaces a previous phone service. ### 37. its been interesting **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Sharpen?** support is pretty quick when using the live chat **What do you dislike about Sharpen?** Support can also be very vague and developmental issues can be hard to get answers on **What problems is Sharpen solving and how is that benefiting you?** No problems ### 38. Always responsive, have personally had 0 issues since moving to Sharpen. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Sharpen?** Ease of setup and responsive service department. **What do you dislike about Sharpen?** No downsides we've been satisfied with our experience. **What problems is Sharpen solving and how is that benefiting you?** Call center and business phone system ### 39. Quality Cloud Omni-Channel Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2018 **What do you like best about Sharpen?** I love the outbound cadencing tool as well as the Salesforce integration. **What do you dislike about Sharpen?** I dislike some of the limits of permissions settings and groups, but it's a minor concern. **What problems is Sharpen solving and how is that benefiting you?** 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. ### 40. Sharpen is Specialized VoIP Software **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2017 **What do you like best about Sharpen?** If you want complex call-center integration, this is a great product. **What do you dislike about Sharpen?** If you just need a simple VoIP platform, Sharpen is too much. **Recommendations to others considering Sharpen:** If you need call center management, consider it! **What problems is Sharpen solving and how is that benefiting you?** I just need a phone. ### 41. Fathom Voice-Customer Service Comes First! **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth H. | Attorney, Legal Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2015 **What do you like best about Sharpen?** 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 about Sharpen?** 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 Sharpen:** 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 problems is Sharpen solving and how is that benefiting you?** 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. ### 42. We Like Fathom Voice **Rating:** 3.0/5.0 stars **Reviewed by:** Troy H. | President, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2015 **What do you like best about Sharpen?** Friendly staff and supporting a local company **What do you dislike about Sharpen?** Not that I dislike things but would like to know more options I have with their services and would love to hear from them more often about new things. **Recommendations to others considering Sharpen:** Easy to use for most small businesses. **What problems is Sharpen solving and how is that benefiting you?** Need to go to VOIP Systems ## Sharpen Discussions - [What is SharpenCX used for?](https://www.g2.com/discussions/what-is-sharpencx-used-for) - 1 comment - [View Sharpen pricing details and edition comparison](https://www.g2.com/products/sharpen/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-03+08%3A06%3A53+-0500&secure%5Bsession_id%5D=1d42562f-164f-479e-80da-082efc7ad2dd&secure%5Btoken%5D=9e3b09697ace99ff1e32bf26b68abed6f0487dd45ac5a140f3e29229648bd8b7&format=llm_user) ## Sharpen Integrations - [Amazon DynamoDB](https://www.g2.com/products/amazon-web-services-aws-amazon-dynamodb/reviews) - [Amazon S3 Adapter for SAP CPI](https://www.g2.com/products/amazon-s3-adapter-for-sap-cpi/reviews) - [Ascend](https://www.g2.com/products/ascend-software-inc-ascend/reviews) - [Calabrio WFM Connector](https://www.g2.com/products/calabrio-wfm-connector/reviews) - [Community](https://www.g2.com/products/gravyty-technologies-inc-community/reviews) - [Domo](https://www.g2.com/products/domo/reviews) - [ElevenLabs](https://www.g2.com/products/elevenlabsio/reviews) - [FieldRoutes, a ServiceTitan company](https://www.g2.com/products/fieldroutes-a-servicetitan-company/reviews) - [HotSchedules](https://www.g2.com/products/hotschedules/reviews) - [HubSpot CRM Integration for Jira](https://www.g2.com/products/hubspot-crm-integration-for-jira/reviews) - [IDG](https://www.g2.com/products/idg/reviews) - [Microsoft Dynamics CRM Adapter for SAP CPI](https://www.g2.com/products/microsoft-dynamics-crm-adapter-for-sap-cpi/reviews) - [Pindrop Security](https://www.g2.com/products/pindrop-security-pindrop-security/reviews) - [PortX](https://www.g2.com/products/portx/reviews) - [Salesforce CRM Dashboards](https://www.g2.com/products/salesforce-crm-dashboards/reviews) - [ServiceNow Integration Hub](https://www.g2.com/products/servicenow-integration-hub/reviews) - [Workato](https://www.g2.com/products/workato/reviews) - [Ytel](https://www.g2.com/products/ytel/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) ## Sharpen Features **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service **Generative AI** - AI Text-to-Speech **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis ## Top Sharpen Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)