These two things don’t usually go together – to have savings for the company and employee happiness in this way, and that’s huge.
Pedro Reyes, Director of Customer Service Operations
We diverted 2100 calls on Monday with customer-specific IVRs, which would have been about a third of our total volume on Monday. That would have sunk us. I’d like to point a lot of that success to Sharpen.
Tyler Dye, Manager, Global Support Operations
From a performance-based perspective, we can tell you exactly how you fall and where you fall on things like call times and email handling or customer satisfaction. And those who want to work in a performance-driven organization value that feedback.
Matt Benidt, Chief Experience Officer
Partnering with Sharpen and using their cloud-based system allowed us to continue to offer excellent service to our clients all over North America.
Paul Roberts, Customer Care Manager
Gartner, the world’s leading research and advisory company, has shortlisted Sharpen Technologies in its Customer Service Technology Vendor Guide, 2019
“Sharpen’s communication platform wraps interaction routing in a software package aimed at upgrading the agent experience: making it easier for reps to find information, switch between applications and contact channels, and ultimately stay on the job longer. Sharpen is also blurring the lines between business communication systems and the more complex interaction handlers that contact centers use.”
Keith Dawson, 451 Research
“Some startups in the contact center market have placed workforce optimization at the core of their offerings. The cloud vendor Sharpen Technologies Inc., for example, uses a customizable algorithm to rate agents and uses an AI platform to monitor and flag trends within the contact center. Workforce optimization has become a huge area of focus for customer engagement. It’s really all about making the contact center agents more productive and efficient to provide continuously improving customer experience.”
Robin Gareiss, President and Founder, Nemertes Research