About Sharpen

Sharpen’s cloud-based platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live web chat, phone, email and social within one interface. Out-of-the-box integrations and open REST APIs allow for customizable features.

Sharpen’s reporting and analytics dashboard offers both real-time and historical data. Users can monitor and report on contact center performance, agent activity and customer interactions.

Coaching and training are also built into the platform. Previously recorded calls can be listened to by supervisors, reviewed and marked using color coded comments. Agents can then review the fee...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

46 Reviews of Sharpen

Average User Ratings

Overall

4.41 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

4.5

Functionality

5.0

Ratings Snapshot

5 stars

(29)

29

4 stars

(11)

11

3 stars

(3)

3

2 stars

(2)

2

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 46 results

August 2015

Todd from Curry Agency Inc.

Verified Reviewer

Company Size: 2-10 employees

Industry: Insurance

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

August 2015

Great Value and Support

Fathom is attentive to my needs and works quickly to resolve any issues that arise. They provide good phone service at a great value. I recommend them for any small business owner!

Pros

Great value. My monthly service is much less than I paid previously. The support team is knowledgeable and easy to work with. They are quick to diagnose any issues (even those that are problems with my system and not theirs) and provide answers to resolve them.

Cons

It can be a little confusing to configure the system, but I can call the support team to help me out. Reports, such as call logs, could be better, but I almost never looked at them with my previous provider anyway. Once the system is configured, it works great.

August 2015

Brian from PetBox

Verified Reviewer

Company Size: 2-10 employees

Industry: Internet

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

August 2015

One stop solution

We needed a system that could allow our remote teams to painlessly stay connected while providing core communications functionality. Lots of providers out there with pieces of what we needed, but struggled to find it all in one package that was affordable and actually worked right. Actually didn't get any complaints from the team.

Pros

Easy to use and provided the full suite of functions we needed. Remote access across the country was great. Option to use soft phone on laptop with Polycom phone on desk also great. Automated workflow for agents was superb and our service manager was able to set up, implement, and manage without a lot of training or consulting.

Cons

No real cons to speak of. Would love to see them come out with their own CRM, though the integration with salesforce has been great.

September 2015

Dylan from WTH Technology

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

3.0

Customer support

2.0

September 2015

Mediocre

Overall: This system offers nothing outside of the norm of any other VOIP business phone system. The Web interface is slightly more intuitive than others, though it is difficult sometimes to know if a setting change has actually been accepted and changed. However, there is much to be desired in execution of calls. About a quarter of dialed calls will hang without ever connecting, then disconnect. There is no consistency with this issue as to the number being dialed. (One number may fail three times in a row, then connect on the fourth attempt. Others might fail once, then connect on the next attempt.) We have had an outstanding service issue since deploying last January which has yet to be resolved wherein any calls going to our after-hours support line generate two notification emails and two duplicate voicemails. While not critical, it is a nuisance, and the only time we receive updates on the status of the service case is when we ask for them. Pros: Slightly easier to use and deploy than similar products. Slightly more intuitive web controls. Service department will respond when prompted. Cons: Service could be much more pro-active in reporting status of cases back to clients. Call failures can be a headache.

September 2015

Christina from GRACE COLLEGE

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

3.0

Customer support

4.0

September 2015

Striving for Sucess

It's been a long winding road; however, I genuinely feel that Fathom Voice is trying to get better! They give us some great features but some of the every day features that we expect & had for years are now not available. Most recently I've truly missed the simple forwarding option. We've worked around it but it was laborious. To be able to just hit a fwd button + the extension in which to forward to... was great, when we had it. I also miss the options our landlines had... like being able to speed up & slow down a message. This saved us from having to listen several times. We also had a simple keypad map that showed us how to move quickly and efficiently through steps to get where we needed. On the dashboard, I would love to also have a list of calls I've made (calls in and calls out, would be great descriptions). We are not necessarily a large business but perhaps we act like one. :) Thus, there will always be issues or things that come up, esp. as changes occur. The Fathom Voice Crew always do their best to find a solution & never forget to get back with you... we appreciate this greatly!

August 2015

Melva from Cloud by IX

Verified Reviewer

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

August 2015

Very easy to use

I find that Fathom is very user friendly and easy to navigate. At they company I work for we have used a few different companies and in my experience Fathom has been the best.

Pros

I love that we can record the calls. In my line of work it is very easy to not catch all the important information on a call. So having the ability to go back and review it has been very beneficial for me. Also being able to save the recording allows for my Consultants to listen to my call before they reach out to the customer for follow ups and meetings. It also is great training tool for new members of the team to be able to hear real calls.