Fact Sheet

Sharpen has created the industry's first object oriented programming language ... SQL queries. ... key initiatives focused on the best ways to service customers.
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Fact Sheet About Sharpen

• Founded in 2011 • 14 Global Regions • 40+ Data Centers • MOS Score

4.4 Hourly Average MOS Score for 2017 (highest possible quality)

• 99.999% uptime, financially backed

Sharpen is a cloud-native contact center platform that helps companies create perfect customer experiences and improve agent satisfaction. Sharpen is committed to creating a better agent experience by developing software and relationships to solve communication problems. Designed for agent productivity and efficiency, Sharpen’s platform enables customer experience teams to establish a better relationship with their customers.

• 300 Global customers

SWEDEN 2 FRANKFURT MONTREAL OHIO 3 OREGON

3 IRELAND

NINGXIA

UK N. VIRGINIA 5

BEIJING SEOUL

FRANCE

3 N. CALIFORNIA TOKYO 3

BAHRAIN

HONG KONG 2 MUMBAI 2 SINGAPORE

Global Cloud Communications Sharpen POP Regions

#

Sharpen Data Centers

SYDNEY 3 SÃO PAULO 3

Sharpen Pending POP Regions

Sharpen is a better contact center platform. It’s a fresh take on a set of problems that have burdened the world (businesses and customers alike) for more than half a century. While other vendors make lofty claims about their technology or their methods, it doesn’t take much digging to find some limitations. Typically those limitations come from building software founded on the mindset of traditional on-premise contact center systems. Sharpen offers a cloud-native solution, one that is free of the limitations that come with the solutions of the past. The result? Sharpen creates happier, more effective agents who create happy, loyal customers.

Better Agent Experience Agent turnover lives at the center of every problem a contact center faces. Sharpen takes a holistic approach to defining Agent Experience by looking at three factors: Efficiency, Effectiveness, and Empowerment, to improve every contact center.

Fact Sheet A Better Platform No two contact centers are the same, so why would a vendor offer a solution with limited flexibility and customization? With Sharpen’s web-based admin tools, extensive API interface, and [dot]CX scripting language, companies are given the keys to the kingdom, and are allowed to drive their contact center in any direction they’d like. With this amount of customization, companies can create the picture perfect experience for agents and customers.

Better Agent Tools Sharpen is the first contact center platform built specifically with the agents in mind. By providing agents with better tools, like Sharpen’s better omni-channel solution, Sharpen empowers agents allowing them to do their job more efficiently.

Better omni-channel Sharpen offers companies a better omni-channel solution. Agents have the ability to interact with customers on the channel that makes the most since for both parties, and offers agents the ability to seamlessly transition from channel to channel all within the same interaction. With Sharpen, agents are no longer required to work in multiple different systems and platforms, and can now solve customers problems quicker and more efficiently.

In-line training SharpenU delivers microlearning exercises in the agent’s queue. This in-line training helps agents learn with small, contextual lessons for improved retention and efficiency. No more shutting down operations for occasional training.

Workforce Management Managing a workforce doesn’t begin and end with numbers. Sharpen uses traditional scheduling tools as a piece of a much larger mission… improving supervisor and agent experience. With Shapen’s WFM features, companies get a high-level view of queue activity, or by-the-minute granularity for each agent. Look into any interaction of any type, review content, leave feedback, and start coaching conversations.

[dot]CX cus