Sharpen Software

4.41 / 5 (46)

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 feedback and directly respond to comments and questions.



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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)

4 stars

(11)

3 stars

(3)

2 stars

(2)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 46 reviews

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August 2015

Elizabeth

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

August 2015

Fathom is so much more than a Phone Service Option!

When I first started my business back in January, a colleague suggested that I sign up for Fathom Voice. At the time I was using Google Voice and could not imagine why I would want to invest in a service when I was getting another for free. You may be wondering the same thing. Let me tell you, it is worth it! Fathom Voice has added an extra level of professionalism to my business which, in my humble opinion, Google Voice, did not offer. I can set limits on when my phone is answered which helps me stick to my boundaries with clients. I want to serve people but have to have time to get the work done that they have retained me to do. Fathom Voice allows you to set up multiple messages if you are away or gone for a week. The phone service has brought my business to the next level. This is more than a phone service though. Why or how? Their customer support staff is amazing and out of this world! I can call with a multitude of questions, which I may have at any given moment and they are quick to respond. They are eager to help! It almost feels as though I have added someone to my team, even though they are not a part of my business. They are incredible and I highly recommend them to anyone looking to add an extra level of professionalism to their business!

Pros

1) I am able to set times (9 a.m. - 6 p.m.) during which my phone will ring
2) I can set up my phone to ring to my cell phone if I am out of the office.
3) The customer support staff is amazing! Shelby Weeks, on the front line, is incredibly patient and knowledgeable. Ryan Wharton and Britton Beaumont, in the technical support department, are always eager to help. In the event that any of these amazing people do not know the answer they are always open to doing research for me.
4) When I get a voicemail, it is sent to me as an attachment to an email. I like this because I can listen to my messages even when I am not in my physical office.

Cons

1) Unlike Google voice that goes everywhere, you cannot take your physical office desk phone everywhere. This is just the nature of having a physical desk phone.
2) Unlike Google voice, Fathom has yet to figure out how to not only receive texts from clients but also send them. At this point, I can receive texts but cannot send them. You can do this with Google Voice. I have shared this concern with the Fathom support team and they are working on it. I am sure that they will find a solution soon!
3) When you get a text message, unlike a voicemail, you do not get an email notification telling you that you have a text. This can be problematic if your clients send you texts. I have told the Fathom Support Team about this and they are working on it! I am sure that they will have a solution soon!

August 2015

Todd from Curry Agency Inc.

Company Size: 2-10 employees

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

Company Size: 2-10 employees

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

Christina from GRACE COLLEGE

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

Company Size: 51-200 employees

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.

March 2016

Tracy from Indiana Sports Corp


Ease-of-use

5.0

Functionality

5.0

March 2016

Fathom Voice

Pros

I like being able to listen to my voicemails via email and I also like being able to forward my line to any cell phone or other phone.

Cons

That when I listen to my voicemail via email the red light doesn't clear

April 2019

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

April 2019

A Robust Call Center Platform

Pros

Sharpen provides a robust platform for taking a sorting calls. In my experience, the program is easily accessible from our case management platform or from a computer application. When taking a call the program displays caller information in an easily accessible manner.

Cons

My department's transition from our previous call software has been rough. Frequently the software's integration with our case management platform fails and information is lost or not transferred correctly.

March 2016

Elizabeth from Law Office of Elizabeth A. Homes LLC


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

March 2016

Fathom Rocks!

Pros

I like the customer support the best. I seem to never stop having questions. They are always so friendly and helpful.

Cons

Sometimes when I am out and about it is inconvenient that I cannot call out from my office phone. This comment is not necessarily targeted at Fathom. I think this would be the same for any company that offers a physical VOIP phone.

September 2015

Catharine from Senior

Review Source: Capterra


Ease-of-use

2.0

Customer support

5.0

September 2015

Love the capabilities, and the customer service.

PROS - BEST customer service. Very responsive, and work to resolve issues. Worked with another company before and had to deal with foreign customer service we were barely able to understand. Often had to sit on the phone for up to 6 or 8 hours before things were resolved. Love the dashboard where we can see who is on the phone before dialing our team. However, we have to refresh the screen - it is not real time on its own. CONS - Not an easy system to learn. It is very complicated. Other system was far easier, but tons and tons of connection issues, and the nightmare of customer service was worth the change. This being said, we have a fairly complicated routing pattern, so for something more straightforward, I'm sure this will be much easier for other companies.

August 2015

Don from JS RUIZ Realty Inc

Company Size: 2-10 employees

Review Source: GetApp


August 2015

Review from Don at J S Ruiz Realty, Inc.

"I like the user friendly way it works. It is no problem for me to push the admin button and set myself up with office phones when it is my day on phones. No need to depend on my office." This means I can be totally independent from needing administrative assistance on weekends when no one is at the office...just the way it should be.

September 2015

Dylan from WTH Technology

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.

August 2015

Anonymous

Verified Reviewer

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

August 2015

Fathom Review

I love the ease of inner office connections and the reminders Fathom provides. I have been using this for over a year and love it!

Pros

Reminder of messages is wonderful!

Cons

Have not had any. I really find that Fathom fits my small office needs.

September 2015

Randy from Sorrell & Hamilton

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

September 2015

Great phone service...great customer service!

I have used VoIP phone service since 2010. It cut my regular business phone bill by almost 2/3. Then I heard about Fathom which was an enterprising upstart company here in the Indianapolis area. (I wanted the chance to work with someone locally rather than a toll free helpline in Utah.) So I made the switch to Fathom about 2 years ago. I've been very happy with both their phone service and their customer service. I'm not very technologically literate so I require a lot of help with navigating the website/dashboard. They've all been very patient with me and they've always solved my problems. No complaints here; I recommend them to everybody!

August 2015

Benjamin from AMD LASERS, an AMD GROUP LLC company

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

August 2015

FATHOM FAN

Fathom Voice as VoIP service is far more cost effective than having a regular phone. I found many service providers who offered low rates and excellent service plans, making it difficult to decide on the best one. After meeting with multiple companies I was introduced to Inside Sales Consultant Shelby Weeks. Shelby's overall product/service knowledge and straight forward approach, made me feel like I was speaking with an old friend, not a salesman. My then difficult decision was made easy. Our company now uses what I believe to the best VoIP company in the industry, Fathom Voice. Thank you again for all of your help.

Pros

Fathom Friday's!!!!!

August 2015

Shirley

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

August 2015

Complete Solution

Fathom Voice has been ideal for us, connecting our entire remote-based team seamlessly across multiple states. Having the option of using the soft phone on the computer or a Polycom phone on the desk gives us the flexibility to meet everyone’s needs. Fathom Voice provides the feature-rich functionality and scalability needed for future growth.

September 2015