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.



43 Reviews of Sharpen

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 43 reviews

March 2016

Elizabeth from Law Office of Elizabeth A. Homes LLC


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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.

March 2016

Tracy from Indiana Sports Corp


Ease-of-use

5 of 5

Functionality

5 of 5

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

November 2015

Sean from PetBox

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

November 2015

Great Phone System

The Fathom team was incredibly helpful when setting up our phone system for our 30+ employees. They really paid attention to what we needed from a call flow standpoint and helped customize everything that we needed. The phone quality is fantastic! Our customer service team works remotely all over the United States and from home, so having all activity logged was key. Additionally, we needed a solution where each agent was easily located in a central admin.

October 2015

Craig from ASG Automotive

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

October 2015

Great Customer Service, Great Product

I made the switch to Fathom and have never looked back. The products are great and the service is quick.

September 2015

Rick from Music Travel Consultants

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

September 2015

After 6 months, we're very pleased with Fathom's clear sound, reliable equipment and service.

The "pros" are in the summary. The only 'con' is slightly un-intuitive software, resulting in slow customization of the system. That's greatly out-weighed by the system's clarity, portability (love 'follow me') and reliability.

September 2015

kevin from OnPeak NYC

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

3 of 5

September 2015

Great so far!

i haven't taken a lot of calls at this time. So far the system has worked well for me.

September 2015

Jetta from Schahet Hotels, Inc.

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

September 2015

Great System, Dummy Proof!

I have nothing but pros. This is a great system and its very user friendly. If you can read, you can use this software. Customer support is always fast and friendly!

September 2015

Jalissa from onPeak

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

3 of 5

September 2015

System Needs More Work

Pros: Can see the caller's name and phone number Cons: navigating through is a little difficult; has to be used in tangent with another software (in our case Bria Stretto); a lot of wait time when I'm available to speak & if I do click on "pick up," it doesn't pick it up or it takes a really long time

September 2015

Christina from GRACE COLLEGE

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

4 of 5

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!

September 2015

Elizabeth from CMF International

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

September 2015

Main user in our office as receptionist

It's nice to work with most of the time. When I check voicemail manually, sometimes the right buttons send me elsewhere in the system if I have already been through 10 messages. I really like the concept of being able to use the company system on a personal phone or through the computer to de-clutter the workspace, though as the receptionist those aren't feasible options for me. I know that there is a lot more capability than I am aware of, but I am impressed with what I have learned so far.

September 2015

Mike from The Estimating Edge

Review Source: Capterra


Ease-of-use

2 of 5

Customer support

3 of 5

September 2015

We pay for this?

Pros: Well, I can dial out.. I can get calls in... The "go fathom voice" web interface is a good attempt at something... it's a decent layout. Cons: It doesn't always show when someone's on DND or not. It doesn't always update at a reasonable time. I constantly have to refresh my webpage to be sure that it's up to date. I still haven't figured out HOW that when i'm part of a call group, and a call gets transferred to the group, that I can have my phone on DND, and my fathom voice set to "away" and a call come to the Que, and I suddenly have a missed call when I get back to my desk. Maybe create a desktop app that gives us a lists of the extensions and who's on the phone, and able to use it to actually control the phones as far as setting it to DND. If I set the phone to DND, I shouldn't have to set the web access /app to DND. If I set the webpage, or app, to DND/Not available, I shouldn't have to go do it on the phone as well.

September 2015

Stacy from Iowa City Dental Health

Review Source: Capterra


Ease-of-use

2 of 5

Customer support

2 of 5

September 2015

We use the phone system.

It seems we have had several issues with our phones since we started using Fathom. For the most part they have FINALLY been resolved but we do still have issues with calls going through sometime and OFTEN get comments that the connection is terrible. The fax option rarely works and now it seems they took the option to receive a confirmation email off the fax so now we have no idea if people are receiving our faxes at all.

September 2015

Randy from Sorrell & Hamilton

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

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!

September 2015

Catharine from Senior

Review Source: Capterra


Ease-of-use

2 of 5

Customer support

5 of 5

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.

September 2015

Blake from Image Industries

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

4 of 5

September 2015

Good idea, not ready for prime time.

I like the idea of the cost vs POTS. I like the flexibility vs PBX systems. However, we have had this system for 14 months and we continue to have trouble with phones resetting causing us to lose our network connection for the associated PC. We have worked and worked and worked with customer service to resolve this problem. Fathom customer service continues to maintain that the problem is on my side in the network. We have done EVERYTHING their tech support has requested and we continue to have phone reset problems. Losing the computer network connection is one thing, losing the telephone connection while on the phone with a customer is more annoying. I am not turned off of cloud based phone systems, however, I do question Fathom's ability to successfully implement a system remotely. The feature set is rich. The ability to find/follow is great. Rerouting via the net is also great. So these are all good things of any cloud based system. Just make sure the vendor can handle the technical issues.

September 2015

Shirley from Grace College

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

September 2015

Very convenient that my voice mail is sent to my email when I am out of the office or traveling.

Pros: Ease of access, the length of the voice mail is indicated, and avoiding dialing in to my desk phone. Voice mail can be replayed with greater volume if the caller has a soft voice. Cons: No particular issues.

September 2015

Sara from Grace College

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

September 2015

Highly Recommend!

Fabulous product! Highly appreciated in my work place as we have a lot of employees on the road for long periods of time. One of my favorite features is that voicemails are accessible by email which makes it easy to share with other departments when needed. It's also very easy to understand how to use the different functions available to you.

September 2015

Joseph from onPeak

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

September 2015

Great and Easy to Use

Great system, easy to use, have not had a problem as of yet.

September 2015

Dylan from WTH Technology

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

2 of 5

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

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

September 2015

Great Way to Get Voice Mail Messages From Anywhere

It is a great service to be delivered office voice mail messages to email so they are easily heard from anywhere you have internet access.

Pros

Very intuitive, fast and reliable.