Seeing the language that the caller speaks Review collected by and hosted on G2.com.
It can be slow to load the call from time to time Review collected by and hosted on G2.com.
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.
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
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.