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Sharpen Technologies Inc

Available through IT Raven

  • Unified Communications
  • Contact Center and CX

SharpenCX is a cloud contact center software company whose platform routes customer interactions and coaches agents across remote and hybrid teams. It is a contact center as a service, meaning the routing, channels, reporting and agent tools come from the cloud and agents can work from anywhere. Its stated emphasis is the agent: an intuitive interface, real-time data at the agent's fingertips, and coaching driven by that data so supervisors can score and develop staff from what the platform captures. It combines unified communications and the contact center in one system and integrates with the CRM and productivity tools a company already uses. Layered on top is a set of AI capabilities, from virtual agents to an AI voice agent. For a buyer, SharpenCX is a cloud contact center aimed at distributed teams with coaching and AI built in.

Best for

  • Contact centers with remote or hybrid agents that need one cloud platform accessible from anywhere.
  • Operations that want built-in agent coaching and scoring driven by the platform's own data, not a separate quality tool.
  • Teams that want to add AI, from an IVR and virtual agents to an AI voice agent, to deflect and speed routine contacts.
  • Organizations, such as credit unions, that want a contact center that integrates with their existing CRM.

A small team that only needs a basic phone queue will find SharpenCX more platform than it requires; its depth is in coaching, analytics and AI.

What they offer

Contact Center. A cloud contact center that routes customer interactions across channels, with an IVR to greet and direct callers, real-time reporting, and coaching tools that let supervisors monitor, score and develop agents from captured data. An outbound capability called OmniOut handles proactive campaigns.

CX and Conversational AI. Intelligent virtual agents and conversational AI that handle routine inquiries through self-service, and an AI voice agent that can take calls on its own, passing to a human when needed.

Cloud Phone Systems. Unified communications combined with the contact center in a single platform, so calling and customer contact run from one system.

Proof

Customer stories Sharpen has published, told here without the customer's name.

A leading events-accommodations company that books hotel rooms for large conventions. It replaced an aging on-premises phone system with Sharpen's cloud-native, omni-channel contact center, using intelligent routing and callbacks to cut hold times for the millions of attendees it serves each year.

A global consumer pet-products manufacturer. It replaced a legacy contact center with Sharpen's cloud platform integrated to its Salesforce CRM, so agents get a screen pop with customer history instead of digging for it, consolidating vendors and supporting a shift to remote agents.

A state health-insurance exchange. After seven years on a call-center system with weak reporting and support, it moved to Sharpen for its reporting, dedicated support and the ability to add SMS straight from the platform, giving the consumers it serves real-time text responses alongside phone and email.

Good to know

  • SharpenCX is the software layer. Confirm it integrates with the CRM, communication and productivity tools you already run, since the routing and coaching depend on that.
  • Its AI features depend on configuration and content behind them. Ask what it takes to stand up the virtual and voice agents for your workflows.
  • Product names here are the company's own material.

Similar companies

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

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  2. 02

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  3. 03

    We handle the order and install

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  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.