Sharpen Reviews

The implementation process was fairly smooth, felt very supported by the SharpenCx team throughout the build and were very accomodating when we needed extra support in the training aspect. It is a great contact center solution system as there is a wide range of trackable metrics. Our contact center uses the system daily and it is very user friendly and has helped reduce our abandoned/missed calls. The system offers several feautres and the support team has been great at walking us step by step to make sure that we are able to take full advantage of what the system offers. The administrator account does require more time and knowledge to navigate but the SharpenCx team has been great at providing the support when needed. Thank you to Mack, Matt, and Amila for all the support that they have provided, the Jira team is also very quick to respond and troubleshoot.

There are some metrics that are affected by UTC time and it is a bit of nuisance but the SharpenCx team are working dilligently to resolve this.

Before implementation the rate of missed calls was a pain point for our organization, SharpenCx offers a call back feature to our patients which has helped improve the rate of missed calls improving the quality of service we are able to provide.

I love using Sharpencx, it provides us with previous call history and prompts that the patient uses to connect with us for us to better assist them with why they are calling in.

Sometimes the page doesn't load on time and it delays my greeting with the patients.

I love that the program adds in the information the patient is calling in such as language, new or established patient and the location they are calling for as well.

I manage a call center for a community clinic in Northern California. My favorite feature about Sharpen its insights capabilities. I've been able to create reportable and understandable KPIs for my representatives and set goals to continue to improve efficiency and quality.

There isn't much to dislike about Sharpen.

They have made facilitated improving quality with the coaching calls that I do monthly. Because of SharpenCX my team has been able to reduce wait time, decrease abandoned rate and help my representatives stay accountable.

Sharpen is very simple to use. I like that it gives me a friendly user interface. I like that it has a lot of things you can do and it makes it very simple. I have used other soft phones and sharpens usability is easier.

I think that when I go to create a conference call it is unnecessarily complex to do. Other than that I think that it is a really friendly user interface, that gives easy usability.

It benefits me by letting me do my job well. I work as a call center representative. It makes my job very easy. Other softphones I have seen do not allow me to see the que.

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.

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.

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!

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!

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.

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.

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.

Ease of setup and responsive service department.

No downsides we've been satisfied with our experience.

Call center and business phone system

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.

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.

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!

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.

I like how easy it is to set up interactions

I don't like how you can't have an email and a call going at the same time

It filters calls for me and sends them to me correctly

Love how easy it is to use and it simplifies my work as I receive and reach out in outbound calls.

Still getting used to the layout but overall love the experience

Getting people in and out to solve their problems and to support our customers and field as quickly as possible