[ Sharpen Reviews ](https://www.g2.com/products/sharpen/reviews) [ Sharpen Reviews ](https://www.g2.com/products/sharpen/reviews) # Sharpen Features ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (3) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Show More ##### ## Automation (3) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Show More ##### ## Channels (5) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Web Chat Includes or integrates with live chat initiaited from the company's web site. Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (8) Session Routing Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Show More ##### ## Administrative (5) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Show More ##### ## Workforce Management (4) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Show More ##### ## Administration (5) Automation Automates some or all operation related tasks Performance Analysis Monitors call volume and quality to evaluate agent performance. Dashboards Has a centralized dashboard for users to interact with. Forecasting Forecasts scheduling needs based on historical data. Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Show More ##### ## Generative AI (1) AI Text-to-Speech Simulates human-like speech from text inputs. Show More ##### ## Agentic AI - Contact Center (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Auto Dialer (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Show More ##### ## AI Capabilities - Auto Dialer (3) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. Show More ## Top-Rated Alternatives [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5 (2,425) ](https://www.g2.com/products/talkdesk/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5 (592) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![NiCE CXone](https://images.g2crowd.com/uploads/product/hd_favicon/7bd619f3d579628eacc5bbf828c6f8f3/nice-cxone.svg "NiCE CXone") NiCE CXone 4.3/5 (1,605) ](https://www.g2.com/products/nice-cxone/reviews) [ View All Alternatives ](https://www.g2.com/products/sharpen/competitors/alternatives) Sharpen Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image") Talkdesk 4.4/5 (2,506) [ Compare Now ](https://www.g2.com/compare/sharpen-vs-talkdesk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image") Five9 Intelligent Cloud... 4.1/5 (611) [ Compare Now ](https://www.g2.com/compare/five9-intelligent-cloud-contact-center-platform-vs-sharpen) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image") NiCE CXone 4.3/5 (1,731) [ Compare Now ](https://www.g2.com/compare/nice-cxone-vs-sharpen) ##### Categories on G2 [ Auto Dialer ](https://www.g2.com/categories/auto-dialer)[ Contact Center ](https://www.g2.com/categories/contact-center)[ Contact Center Workforce ](https://www.g2.com/categories/contact-center-workforce) ##### Explore More [ Best software for tracking employee development goals ](https://www.g2.com/discussions/best-software-for-tracking-employee-development-goals)[ What are the best platforms for managing event sponsorships? ](https://www.g2.com/discussions/what-are-the-best-platforms-for-managing-event-sponsorships)[ Top tools for automating build and test processes ](https://www.g2.com/discussions/top-tools-for-automating-build-and-test-processes) [ customer success tools ](https://www.g2.com/discussions/which-customer-success-tools-make-the-biggest-difference-in-your-day-to-day-work)[ Popular cloud services for enhancing business communication ](https://www.g2.com/discussions/popular-cloud-services-for-enhancing-business-communication)[ Pros and Cons Details ](https://www.g2.com/products/sharpen/reviews?qs=pros-and-cons) Show More [ Best software for tracking employee development goals ](https://www.g2.com/discussions/best-software-for-tracking-employee-development-goals)[ What are the best platforms for managing event sponsorships? ](https://www.g2.com/discussions/what-are-the-best-platforms-for-managing-event-sponsorships)[ Top tools for automating build and test processes ](https://www.g2.com/discussions/top-tools-for-automating-build-and-test-processes) [ customer success tools ](https://www.g2.com/discussions/which-customer-success-tools-make-the-biggest-difference-in-your-day-to-day-work)[ Popular cloud services for enhancing business communication ](https://www.g2.com/discussions/popular-cloud-services-for-enhancing-business-communication)[ Pros and Cons Details ](https://www.g2.com/products/sharpen/reviews?qs=pros-and-cons)