Sharpen Contact Center as a Service (CCaaS)

Sharpen, established in 2011, is on a mission to overhaul the contact center experience by centering it around the human elements of connection and satisfaction. The company sees contact centers not merely as customer service points but as vibrant hubs of engagement where each interaction is an opportunity for a meaningful connection. Sharpen’s ambition is to transform these centers into environments where both customers and agents genuinely enjoy their interactions, underpinned by the belief that agents are at the heart of the customer experience. With a focus on enhancing the roles of customers, supervisors, and administrators alike, Sharpen aims to create operationally excellent contact centers that are as enjoyable for the people who work in them as they are for the people they serve.

To this end, Sharpen offers a cloud-native contact center platform that marries human-centric design with advanced AI technology. This platform is engineered to streamline processes and offer insights that elevate every interaction, making communications more engaging and efficient. By leveraging AI, Sharpen can offer a seamless integration of technology that supports not only the operational needs of the contact center but also enhances the quality of connections between agents and customers. This commitment to improving the lives of contact center agents and their interactions with customers enables Sharpen to empower contact centers across various metrics of success, including customer satisfaction and operational efficiency. Through its services and support, Sharpen actively partners with organizations to customize and refine customer experience strategies, ensuring that each client’s contact center can achieve its unique goals and foster environments where meaningful connections thrive.

Sharpencx.com offers a suite of features and services that are designed to revolutionize call center operations with its cloud-native contact center platform. The platform is designed to enhance the customer service experience through a range of innovative and flexible features, as highlighted below:

1. **Scalability**: The cloud call center software provided by Sharpencx.com is highly scalable, which allows businesses to easily adjust their operations based on demand or changes in business requirements. This flexibility ensures that businesses can handle seasonal fluctuations or expand their call center capabilities as needed without significant upfront investments.

2. **Flexibility and Customization**: With a variety of features such as IVR (interactive voice response), call routing, call recording, and real-time analytics, the platform enables businesses to customize their call center operations to their specific needs. This level of customization helps in enhancing the overall customer experience by ensuring calls are managed efficiently and effectively.

3. **Cost Savings**: By leveraging the cloud, Sharpencx.com eliminates the need for expensive on-premises hardware and infrastructure, offering significant cost savings for businesses. Additionally, their flexible pricing models mean that companies only pay for the features and capacity they require.

4. **Remote Work Support**: The platform supports remote work capabilities, enabling agents to work from anywhere with an internet connection. This flexibility not only helps in reducing costs and improving productivity but also contributes to higher agent satisfaction by offering them the convenience of working from home.

5. **Enhanced Customer Experience**: With features like IVR to reduce wait times and improve call routing, as well as the ability to gather real-time analytics on customer behavior and preferences, Sharpencx.com's software helps businesses deliver a more personalized and effective customer service. This focus on improving the customer experience can lead to increased customer satisfaction and loyalty.

6. **Integrations**: Sharpencx.com boasts out-of-the-box integrations with top CRM platforms and customer databases such as Salesforce, Microsoft Teams, and Zendesk. Particularly, their integration with Microsoft Teams enhances collaboration, allowing for seamless communication within the organization and ensuring that customers can be connected with the right person at the right time.

SharpenCX offers pricing for its call center platform starting at $25 per license. This pricing plan is aimed at back-office users who wish to utilize automation, webhooks, and omnichannel communication without the necessity for Automatic Call Distribution (ACD) routing. It allows for the management of call history, voicemail, and contacts, while offering benefits such as automation, reporting, and call recording, accessible from anywhere with an active internet connection. Another option mentioned is an entry-level price for SharpenCX at $79.00 for a 1 User License.

Notable customers or users of SharpenCX’s software or services include:

1. ProtectAll, where Sharpen worked to reduce call abandonment rates significantly by over 75%.

2. Xyngular, where Sharpen's platform was utilized to automate 90% of customer interactions using self-serve solutions before handing off the remaining interactions to highly skilled agents.

3. Velocity, which experienced a reduction in average handling times by over 25% thanks to Sharpen's technology.