Sharpen Features & Capabilities

Sharpen

VoIP.ms

RingEX

Happier agents make happier customers. Sharpen gives your customer service team a way to simplify their queue interactions and workflows to empower agents and deliver a positive customer experience. 

Alerts/Notifications

Archiving & Retention

Auto-Dialer

Automatic Call Distribution

Blended Call Center

Call Center Management

Call Logging

Call Monitoring

Call Recording

Call Routing

Call Scripting

Call Tagging

Call Transfer

Caller ID

Campaign Management

Chat/Messaging

Collaboration Tools

Computer Telephony Integration

Contact Management

Customer Database

Customer History

Customizable Fields

Customizable Reports

Email Management

Employee Scheduling

Event Triggered Actions

For Call Centers

Help Desk Management

Inbound Call Center

Interaction Tracking

Labor Forecasting

Live Chat

Manual Dialer

Monitoring

Multi-Channel Communication

Multiple Scripts

On-Demand Recording

Outbound Call Center

Performance Metrics

Phone Key Input

Progressive Dialer

Queue Management

Real-Time Analytics

Real-Time Reporting

Recording

Reporting/Analytics

Scheduled Recording

Search/Filter

SMS Messaging

Social Media Integration

SSL Security

Support Ticket Management

Third-Party Integrations

Voice Customization

Voice Mail

CXone Mpower

Five9

Genesys Cloud CX

Bitrix24

Very satisfying overall they have corrected issues as they came. They bring Solutions to issues you didn’t know that you had.

Sharpen a company worth investigating!

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! 

Fathom is so much more than a Phone Service Option!

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.  

Mediocre

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!

Great Value and Support

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. 

One stop solution

Sharpen can help to optimize customer service for the business.

Cloud contact center platform

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.

Love the capabilities, and the customer service.

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.

Very easy to use

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. 

Great Phone System

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.

Great Way to Get Voice Mail Messages From Anywhere

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!

Striving for Sucess

A Robust Call Center Platform

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.

We pay for this?

Fathom Rocks!

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. 

Accessibility

My Company currently uses Fathom Voice for our companies needs. The service with fathom has been wonderful compared to some other systems I have used in the past with other companies i have worked for. The phones usually have a great connection. 

Fathom voice has worked wonders compared to past providers 

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!

Great phone service...great customer service!

"I'm enjoying connecting with folks in the States while I'm on the road in Mexico. Being able to call others in the office from here, using their extension number has been very helpful."

Quality

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. 

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

It's been an incredible experience thus far.

Sharpen is an incredible contact center platform

Sharpen screenshot: See your calls, chats, Tweets, interaction history and more in a single interface.

Sharpen screenshot: Coach and train your agents inside their queue with in-line feedback on interactions.

Sharpen screenshot: Build an omnichannel IVR and trigger bots to perform tasks with simple, drag-and-drop tools.

Sharpen screenshot: Show agents their most important metrics (and their progress toward those metrics) with Sharpen Performance Tiles.

Sharpen screenshot: Report on what's happening in your contact center, no matter the channel customers and agents use to communicate.

Sharpen screenshot: Have a partner in service, not just a vendor. Work with a dedicated CSM to reach lucrative business goals through the life of your contract.

Sharpen Features

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