Sharpen Reviews & Product Details

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 Details
Website
Languages Supported
English, Spanish
Product Description

Sharpen is the agent-first contact center built to help you prioritize your agents and strategically improve customer experiences.

How do you position yourself against your competitors?

We give agents and their managers tools, resources and knowledge in an easy-to-use interface so they can provide a better experience to customers, supported by a high-touch client success partner. And, we offer administrators a pricing structure that’s both simple and transparent.


Seller Details
Seller
Sharpen Technologies
Company Website
Year Founded
2011
HQ Location
Indianapolis, IN
Twitter
@Sharpentech
1,041 Twitter followers
LinkedIn® Page
www.linkedin.com
93 employees on LinkedIn®
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Sharpen Reviews

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

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

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 Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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EF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Look elsewhere. Review collected by and hosted on G2.com.

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

I receive fewer calls, therefore I'm able to focus on project work uninterrupted. Review collected by and hosted on G2.com.

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Response from Greg Bonness of Sharpen

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

EA
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

Some handset provisioning issues and confusion to root cause. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

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. Review collected by and hosted on G2.com.

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Director of Account Management
Events Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

they are amazing in streamlining Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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Director of Operations
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

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

Reporting and Analytics has been a huge benefit. The subscription options to have daily reports delivered has been great. Review collected by and hosted on G2.com.

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EF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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AF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Ask a lot of questions and make sure they can develop the way you want it to develop. Review collected by and hosted on G2.com.

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

Working through development issues. Review collected by and hosted on G2.com.

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Response from Greg Bonness of Sharpen

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

Account Manager
Insurance
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

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

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. Review collected by and hosted on G2.com.

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AE
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

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

na Review collected by and hosted on G2.com.

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AB
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

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AP
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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.

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

Phone Tree for support. Review collected by and hosted on G2.com.

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UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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

What do you dislike?

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.

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

It replaces a previous phone service. Review collected by and hosted on G2.com.

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AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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

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

No problems Review collected by and hosted on G2.com.

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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

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

Call center and business phone system Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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

What do you dislike?

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.

What 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. Review collected by and hosted on G2.com.

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UM
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

If you need call center management, consider it! Review collected by and hosted on G2.com.

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

I just need a phone. Review collected by and hosted on G2.com.

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Attorney
Legal Services
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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President
Marketing and Advertising
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

Easy to use for most small businesses. Review collected by and hosted on G2.com.

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

Need to go to VOIP Systems Review collected by and hosted on G2.com.

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Do you work for Sharpen?