Sharpen Reviews - Pros & Cons, Ratings & more

Zendesk Suite

Bitrix24

Kixie PowerCall

Five9

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. 

Sharpen

Android

Linux

Web-based

Windows

iPad

iPhone

Director of Product Management

This cloud based solution can improve and helps to establish better relationships with customers. It has very useful call monitoring and call analytics.

Losing the computer network connection is one thing, losing the telephone connection while on the phone with a customer is more annoying.

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.

Global Service Manager

Ashlee Garwood, in particular, is always helpful with an attitude to provide the best customer service at all times. Outstanding representative, outstanding product, and outstanding company.

Fathom Voice is an awesome company. Not only does their product work, their employees create a culture that makes businesses, like ours, want to work with them.

Owner

Fathom is attentive to my needs and works quickly to resolve any issues that arise. They provide good phone service at a great value.

New Business Coordinator

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.

Director of Projects + Partnerships

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.

Not only are their products great, but their customer service is quick to respond and very helpful.

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.

Corporate Office Admin.

This is a great system and its very user friendly. If you can read, you can use this software.

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.

Sometimes when I am out and about it is inconvenient that I cannot call out from my office phone.

Sharpen can help to optimize customer service for the business.

Global Service Director

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

Business Coordinator

Sometimes there is a really long lag between the time the call is placed and the time it actually connects to start ringing.

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!

Cloud contact center platform

A Robust Call Center Platform

It worked much better than fuze 

Fathom Rocks!

Fathom Voice

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

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.  

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

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?

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

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.

Good idea, not ready for prime time.

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.

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

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

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!

Fathom Review

"I like the user friendly way it works. It is no problem for me to push the admin button and set myself up with office phones when it is my day on phones. No need to depend on my office."  This means I can be totally independent from needing administrative assistance on weekends when no one is at the office...just the way it should be.

Review from Don at J S Ruiz Realty, Inc.

Our company transitioned to Fathom Voice as our service provider when we decided to switch to a VoIP system. It was a very efficient process and we are now able to stay connected when we are out of the office. We have been very pleased with the great support, and prompt service that we always receive. Their entire staff is committed to providing excellent customer service, which makes it enjoyable to work with them. I would highly recommend Fathom Voice, I think they are an outstanding company!

Great customer service

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

I love that Fathom allows me to answer my office line without physically being at the office. Receiving your voicemails in your inbox is pretty handy as well.

Convenience at its best.

Fathom Voice as VoIP service is far more cost effective than having a regular phone. I found many service providers who offered low rates and excellent service plans, making it difficult to decide on the best one. After meeting with multiple companies I was introduced to Inside Sales Consultant Shelby Weeks. Shelby's overall product/service knowledge and straight forward approach, made me feel like I was speaking with an old friend, not a salesman. My then difficult decision was made easy. Our company now uses what I believe to the best VoIP company in the industry, Fathom Voice. Thank you again for all of your help.

FATHOM FAN

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 

Very easy to use

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!

Fathom Voice has been ideal for us, connecting our entire remote-based team seamlessly across multiple states.  Having the option of using the soft phone on the computer or a Polycom phone on the desk gives us the flexibility to meet everyone’s needs.  Fathom Voice provides the feature-rich functionality and scalability needed for future growth.

Complete Solution

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. 

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