Sharpen Features

Sharpen

Happy Agents. Happy Customers.

4.41/5 (46 reviews)

Sharpen Feature Summary

  • 24/7 US Based Support
  • Advanced Call Management Features
  • All Inclusive Pricing
  • Auto Attendant
  • Call Logs
  • Call Waiting
  • Caller ID
  • Chat
  • Conference Calling
  • Customizable Call Queues
  • DID
  • Easy Call Transfer
  • Free Integrations
  • HD Voice
  • International Calling
  • Music on Hold
  • Receptionist Panel
  • SMS/MMS
  • Social
  • Soft Phone
  • Unlimited Local & Long Distance Calls
  • Voicemail & Voicemail to Email
  • Web Faxing

Sharpen Features In Depth

Call Management

Sharpen covers a number of call management features that include an auto attendant, caller ID, international calling, conference calling, hold music, receptionist panel, call transfer, voicemail and voicemail to email, soft phone, chat, call volume monitoring, BYOD (bring your own device) enablement, and call recordings.

Based on your existing call workflows, an auto attendant or virtual receptionist can be programmed to route calls to the most qualified operator without human intervention. The Sharpen receptionist panel shows you the company’s extensions, ring groups, and call queues. A ring group is the feature you use if you’d like multiple phone lines to ring when dialing an extension.

To record calls, you will need to set up auto-recording, and you will then be prompted to select between “On Demand” and “Always On.” To record calls on demand, press *9. For the “Always On” option, you will have to choose between inbound and outbound calls.

Unified Workspace

Sharpen Q provides users with a unified workspace that’s especially useful for support and sales teams. It automates agent activity through integration with Salesforce.com and other CRM applications, simplifies communication with clients and prospects via channels such as SMS, email, and voice, provides agents with pertinent client and prospect information from available social profiles and your organization’s CRM records, and uses leaderboards to encourage healthy competition among employees.

When a call goes through your call queue, agents see not just the calling party’s phone number but also their CRM record, which can include details of their previous interactions with the company. This allows agents to provide the organization or individual calling in the personalized service they deserve. Depending on how your call logging configuration is set up, calls can be recorded automatically.

Workflow Management

Processes that are repetitive are best automated to minimize, if not totally eradicate, human error. Sharpen Workflow takes care of that. It allows you to schedule your agents’ daily activities, receive automatic notifications, integrate your existing databases – such as CRM – with Sharpen, and automatically transfer calls to the most qualified support agent.

Consistently managing your agents’ schedules allows you to maximize their potentials through “actual metrics versus benchmarks” comparisons, sharing of best practices, and one-on-one coaching. Sales processes, on the other hand, can be automated by one-click voicemail, click-to-dial buttons, and automatic activity logging. Routing workflows can be constructed based on a number of factors including the caller’s position in the organization they represent, their calling patterns, and their level of engagement with your company.

Real-Time Analytics

To put the data you have at your fingertips to good use, Sharpen has a built-in analytics engine through Sharpen Analytics that provides users with actionable insights into caller behaviors, agent activities, and business trends, among others. It’s equipped with a unified dashboard that lets you visualize how your sales and support initiatives are tracking, as well as tools to monitor behaviors and call flows, and provide balanced agent coaching.

Sharpen also comes with a report builder for building custom reports and monitoring key performance indicators, a transcription service for transcribing recorded conversations, and a success measurement functionality that gathers critical marketing or sales data that you can then use to craft more successful campaigns.

Mobility

Because Sharpen is cloud-based and platform-agnostic, it allows teams to be on the go and stay productive at the same time – anywhere, anytime, on any device. Sharpen Connect’s features, such as screen sharing, chat, SMS, MMS (multimedia messaging service), user availability indicator, and high-definition voice connection, increases overall productivity and enhances both internal and external communication.

Competitor Feature Comparison

API
Automatic Notifications
Availability Indicator
Benchmarking
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Conferencing
Contact History
Contact Management
Custom Fields
Customer Activity Reporting
Customer History
Customizable Reporting
Email Integration
Feedback Collection
Full Text Search
HIPAA Compliance
Help Desk Integration
Instant Messaging
Monitoring
Performance Reports
Prioritizing
Prospecting Tools
Queue Manager
Real Time Analytics
Real Time Data
Real Time Reporting
Real Time Updates
Receiving
Records Management
SMS Integration
SSL Security
Search Functionality
Social Media Integration
Surveys & Feedback
Third Party Integration
Video Conferencing
Learn moreCompare App
API
Automatic Notifications
Availability Indicator
Benchmarking
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Conferencing
Contact History
Contact Management
Custom Fields
Customer Activity Reporting
Customer History
Customizable Reporting
Email Integration
Feedback Collection
Full Text Search
HIPAA Compliance
Help Desk Integration
Instant Messaging
Monitoring
Performance Reports
Prioritizing
Prospecting Tools
Queue Manager
Real Time Analytics
Real Time Data
Real Time Reporting
Real Time Updates
Receiving
Records Management
SMS Integration
SSL Security
Search Functionality
Social Media Integration
Surveys & Feedback
Third Party Integration
Video Conferencing
Visit WebsiteCompare App
API
Automatic Notifications
Availability Indicator
Benchmarking
CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Conferencing
Contact History
Contact Management
Custom Fields
Customer Activity Reporting
Customer History
Customizable Reporting
Email Integration
Feedback Collection
Full Text Search
HIPAA Compliance
Help Desk Integration
Instant Messaging
Monitoring
Performance Reports
Prioritizing
Prospecting Tools
Queue Manager
Real Time Analytics
Real Time Data
Real Time Reporting
Real Time Updates
Receiving
Records Management
SMS Integration
SSL Security
Search Functionality
Social Media Integration
Surveys & Feedback
Third Party Integration
Video Conferencing
Visit WebsiteCompare App

Sharpen Feature Reviews

25 reviewers had the following to say about Sharpen's features:

Anonymous
(Computer Software company, 501-1000 employees)

A Robust Call Center Platform

2019-04-03

Pros

When taking a call the program displays caller information in an easily accessible manner.

Cons

Frequently the software's integration with our case management platform fails and information is lost or not transferred correctly.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Melva Hanke

Verified Reviewer

Very easy to use

2015-08-26

I find that Fathom is very user friendly and easy to navigate.

Pros

It also is great training tool for new members of the team to be able to hear real calls.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Emily Barbour

Verified Reviewer

Fathom voice has worked wonders compared to past providers

2015-08-26

My Company currently uses Fathom Voice for our companies needs.

Pros

Good connection Easy to use I like that I can instantly listen to recorded calls

Cons

We are supposed to have access to use text/international text, but it has never worked for us, or we have not been trained to appropriately use it Sometimes there is a really long lag between the time the call is placed and the time it actually connects to start ringing

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
Read more
Steve Palich

Verified Reviewer

Quality

2015-08-27

Being able to call others in the office from here, using their extension number has been very helpful."

Pros

Being able to call colleagues using their extension numbers, wherever you are, is helpful. The voice quality I experienced making calls from Mexico City was impressive.

Cons

Turing on and off the app on my cell phone has been a challenge.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
Read more
Todd Curry

Verified Reviewer

Great Value and Support

2015-08-27

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

The support team is knowledgeable and easy to work with.

Cons

It can be a little confusing to configure the system, but I can call the support team to help me out.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Shirley Smith

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

2015-09-24

Pros: Ease of access, the length of the voice mail is indicated, and avoiding dialing in to my desk phone.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Mike Monahan

We pay for this?

2015-09-25

The "go fathom voice" web interface is a good attempt at something...

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Dylan Roahrig

Mediocre

2015-09-24

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
kevin reaves

Great so far!

2015-09-29

i haven't taken a lot of calls at this time.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Tracy Smith-Grady, MBA

Verified Reviewer

Accessibility

2015-08-28

I like fathom because I love being able to access and listen to my voicemail without having to call a 800 number, and enter my password etc before I can get my message. Fathom saves me a lot of valuable time and frustration and I love that.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Christina Dulworth

Striving for Sucess

2015-09-25

It's been a long winding road; however, I genuinely feel that Fathom Voice is trying to get better!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Business Development Director (Information Technology and Services company, 51-200 employees)
Verified Reviewer

Great Way to Get Voice Mail Messages From Anywhere

2015-09-01

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.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Elizabeth Homes, ESQ, MBA

Verified Reviewer

Fathom is so much more than a Phone Service Option!

2015-08-26

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.

Pros

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.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Elizabeth Homes

Fathom Rocks!

2016-03-22

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

10/10

Recommendations to others considering Sharpen

I would recommend that you ask them to explain how the phone system works in detail before investing. I did, and it has been a great choice!

Source: Software Advice
Helpful?   Yes   No
Read more
Sean Conlon

Great Phone System

2015-11-24

Our customer service team works remotely all over the United States and from home, so having all activity logged was key.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Shirley Butterick

Verified Reviewer

Complete Solution

2015-08-25

Fathom Voice has been ideal for us, connecting our entire remote-based team seamlessly across multiple states.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
(Education Management company, 501-1000 employees)

It worked much better than fuze

2019-03-18

Pros

I have yet to have any issues with our integration for Salesforce

Cons

I wish we could transfer while on hold.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Brian Leeper

Verified Reviewer

One stop solution

2015-08-25

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.

Cons

No real cons to speak of.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Stacy Storm

We use the phone system.

2015-09-24

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Catharine Shepard

Love the capabilities, and the customer service.

2015-09-24

However, we have to refresh the screen - it is not real time on its own.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Quick and Easy Service

2015-08-27

Fathom Voice provides a reliable and multifaceted product that enables our office to meet the needs of our clients.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Fathom Review

2015-08-29

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.

Rating breakdown

Value for money
Ease of use

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Sara Sharik

Verified Reviewer

Easy to use :)

2015-08-26

I have used Fathom Voice for a few months now and I am also pleasantly surprised at how easy it is to use and how much the layout makes total sense to a new user.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
Read more
Benjamin Miller

Verified Reviewer

FATHOM FAN

2015-08-26

Fathom Voice as VoIP service is far more cost effective than having a regular phone.

Pros

Fathom Friday's!!!!!

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
Helpful?   Yes   No
Read more
Manis Christina

Verified Reviewer

Great customer service

2015-08-27

Our company transitioned to Fathom Voice as our service provider when we decided to switch to a VoIP system.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
Helpful?   Yes   No
Read more