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Sharpen description
Sharpen is a cloud-based contact center software designed for mid-sized businesses that prioritizes both customer and employee satisfaction. It offers a range of features including omnichannel communication, performance analytics, and workflow automation. Sharpen aims to streamline operations, enhance agent productivity, and deliver a consistent customer experience regardless of the communication channel used. Its focus on intuitive design and user experience makes it suitable for businesses seeking a user-friendly yet powerful contact center solution.
Who is Sharpen best for
Sharpen is a user-friendly, cloud-based contact center software ideal for mid-sized businesses. It offers omnichannel communication, analytics, and workflow automation. Users praise its intuitive interface and comprehensive reporting tools, while some note occasional glitches and call routing inconsistencies. Sharpen excels at streamlining contact center operations and boosting agent productivity.
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Best for mid-sized businesses.
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Suitable for various industries.
Sharpen features
| Supported Sharpen supports call routing with various options, including conditional and prioritized routing. |
| Supported Sharpen supports skills-based routing. |
| Supported Sharpen offers an AI-powered omnichannel contact center solution that empowers agents and supervisors. |
| Supported Sharpen supports live call listening via its Listen and Join features. |
| Supported Sharpen supports performance reports, including call metrics. |
We evaluate the sentiment that users express about non-functional aspects of the software
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Sharpen reviews
We've summarised 40 Sharpen reviews (Sharpen G2 reviews) and summarised the main points below.
- Intuitive and user-friendly interface simplifies contact center management.
- Comprehensive reporting and analytics tools provide valuable insights.
- Excellent and responsive customer support readily assists with issues.
- Flexible platform allows for easy call routing and queue management.
- Seamless omnichannel communication integrates various interaction channels.
- Occasional glitches and system crashes requiring reboots disrupt service.
- Inconsistent call routing and latency issues impact call quality.
- Limited softphone functionality necessitates a hard phone for some users.
- Difficulty saving email drafts when switching between interaction types.
- Some metrics are affected by UTC time, creating discrepancies.
Sharpen pricing
The commentary is based on 2 reviews from Sharpen G2 reviews.
Sharpen's pricing is generally considered competitive and cost-effective, especially considering its robust feature set. However, some users have expressed concerns about contract flexibility and potential list price charges for shorter terms. Despite this, many reviewers feel that Sharpen offers excellent value for its price.
Users sentiment
See the Sharpen pricing page.
IVR / Self Service
Includes a visual drag-and-drop interface for designing call journeys, real-time reports, automated outbound calling, and interaction recording.
Core Agent
Includes an omnichannel agent interface, customer information and KPI dashboards, customizable reports, chatbot design capabilities, and a unified admin portal.
Performance
Includes coaching and performance management tools, screen recording, CSAT data collection, keyword-based interaction reporting, and instant contextual coaching.
Workforce
Includes predictive forecasting, automated scheduling, ACD integration, workforce management reporting, real-time adherence tracking, shift bidding, and a mobile app for agent schedule management.
Sharpen alternatives
TalkdeskBetter fit for larger enterprises and a wider range of industries. Has more momentum based on website traffic data. Provides real-time dashboards and helpdesk integrations. Lower ratings on Glassdoor. Some users find statistical metrics difficult to interpret and the mobile app lacking. A Talkdesk competitor and alternative.Read more
SinglecommBetter for data security and compliance. Has more momentum. Integrates with CRM and offers API functionality.Read more
Dialpad Ai Contact CenterBetter fit for businesses of all sizes and across all industries. Has stronger momentum in terms of website traffic and employee growth. Higher rated and offers more AI-powered features. Pricing is more flexible with tiered options. However, some users report AI inaccuracies and limited reporting capabilities. A strong Sharpen competitor and Dialpad alternative for those seeking robust AI features.Read more
Webex CallingBetter for larger enterprises needing PBX replacement. Higher rated by users. More reliable and scalable. Stronger customer service. Easier to use and implement.Read more
HubSpot Sales HubBetter for sales and marketing alignment, broader industry fit. A popular Sharpen alternative, HubSpot Sales Hub integrates seamlessly with HubSpot's marketing tools.Read more
TeleCMIBetter fit for businesses of all sizes and a wider range of industries. Has a free trial. Offers sales automation tools in addition to contact center features. Growing faster in terms of employee growth which suggests strong momentum.Read more
Sharpen FAQ
What is Sharpen and what does Sharpen do?
Sharpen is a cloud-based contact center software for mid-sized businesses. It offers omnichannel communication, analytics, and workflow automation, focusing on improving both customer and agent experiences. Sharpen features an intuitive design and robust reporting capabilities.
How does Sharpen integrate with other tools?
Sharpen integrates with various CRM, workforce management, and quality management tools. It also offers open APIs for custom integrations, enhancing its flexibility for businesses with specific integration needs. This allows for streamlined workflows and data synchronization across different platforms.
What the main competitors of Sharpen?
Talkdesk, Singlecomm, TeleCMI, Dialpad Ai Contact Center, Zoho Desk, and NUACOM are alternatives to Sharpen. These cloud-based contact center solutions offer similar features like omnichannel communication, analytics, and workflow automation for improved customer experience.
Is Sharpen legit?
Yes, Sharpen is a legitimate cloud-based contact center software. It's known for its intuitive interface and comprehensive features. However, some users report occasional glitches and inconsistencies impacting call quality. Consider exploring alternatives like Talkdesk or Dialpad if reliability is a primary concern.
How much does Sharpen cost?
Sharpen's Core Agent plan starts at $90 per agent. Performance management is $105, and Workforce management is $135. IVR self-service is priced at $0.05 per minute. Note that a 3-year pre-paid commitment is required. Is Sharpen worth it? It depends on your specific contact center needs and budget.
Is Sharpen customer service good?
Sharpen's customer service receives positive feedback for its helpfulness and responsiveness. Users appreciate the support team's assistance with questions, training, and troubleshooting. However, some users have experienced difficulties with specific metrics and occasional system crashes.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.