Sharpen Review

Sharpen‘s cloud-native platform is a SaaS contact center solution for mid- to large-sized businesses. As an all-in-one solution, the program offers businesses the ability to communicate with customers via texting, mms, live web chat, phone, email and social within a single interface. Out-of-the-box integrations and open REST APIs allow for customizable functionality. The reporting and analytics dashboard offers real-time and historical data. Users can monitor and create reports on contact center performance, agent activity and customer interactions. Coaching and training are also integrated into the platform. Previously recorded calls can be listened to by supervisors, reviewed and tagged using color-coded comments. Agents can then review feedback and respond directly to comments and questions.

SHARPEN – TUTORIAL

Let’s watch this short video on this call recording software:

SHARPEN – FEATURES

• Connect without barriers: multi-modal, omnichannel platform routes, measures and records customers the same on every channel and gives you the data in one place
• Built in the cloud, for the cloud: the program is built in the cloud, for the cloud. And, all your agents need to do their job is an internet browser
• Scaled without impacting platform performance: using a microservices architecture that’s made up of several, autonomous services that work independent from one another. So, the load of one service doesn’t impact the performance of the others. That means it can scale faster with you and maintain availability if a service experiences a spike in demand
• Extend what’s possible: created so that you can securely put data in or take it out to give you more flexibility. Purchase and route numbers in the platform, then have programmatic access to call control and interaction data. Create add-on tools that make sense or totally customize your configuration
• Improve performance management: develop the Performance Tiles tool to give real-time visibility into their work, with scoring metrics against specific targets and peer groups. Tiles help agents autonomously improve and they guide supervisor coaching sessions while boosting the customer experience.