Sharpen Reviews & Product Details

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. Review collected by and hosted on G2.com.

Initial setup can be somewhat cumbersome, however just contact the customer service team and they will help you right away. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Reporting in Sharpen is very helpful, the information we are able to track and coach to is valueable. Review collected by and hosted on G2.com.

Sharpen does freeze some, we also run in to the issue where we cannot see who is calling us internally. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The zero out option does not exist so that is sort of a bummer, and i wish the fax was easier to use. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The ease of setting up multiple clients in the call center with different numbers and being routed to different enrollers Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

I think our support team likes this platform, but we are not enjoying it on the sales side. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sharpen has great reporting features and allows a lot of flexibility in viewing our data. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Great support, startup like mindset of their team, HIPAA BAA. Review collected by and hosted on G2.com.

Wish it had some more features, and it doesn't integrate with all the tools I wish it did. Review collected by and hosted on G2.com.

Being able to route my calls through the online dashboard. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

support is pretty quick when using the live chat Review collected by and hosted on G2.com.

Support can also be very vague and developmental issues can be hard to get answers on Review collected by and hosted on G2.com.

Ease of setup and responsive service department. Review collected by and hosted on G2.com.

No downsides we've been satisfied with our experience. Review collected by and hosted on G2.com.

I love the outbound cadencing tool as well as the Salesforce integration. Review collected by and hosted on G2.com.

I dislike some of the limits of permissions settings and groups, but it's a minor concern. Review collected by and hosted on G2.com.

If you want complex call-center integration, this is a great product. Review collected by and hosted on G2.com.

If you just need a simple VoIP platform, Sharpen is too much. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Friendly staff and supporting a local company Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.