INDIANAPOLIS, Oct. 22, 2019 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, has been recognized for its cloud-native platform, targeted training tools, reporting, analytics and omnichannel environment in the just released Frost & Sullivan’s Contact Center Buyers Guide, North America, 2019. The guide highlights Sharpen’s “dramatic ROI,” “out-of-the-box integrations with Salesforce, Zendesk and ServiceNow” and “powerful reporting and analytics tools.”
“Companies that are looking for intuitive, engaging tools to help agents more easily work in an omnichannel environment would do well to shortlist Sharpen,” states Frost & Sullivan. “Its simple and easy-to-use tools and features such as in-line training help to keep workers engaged with minimal disruption.” The guide also emphasizes Sharpen’s proven value, noting it “offers demonstrable value backed by multiple customer use cases showing improved agent experience, dramatic ROI and increased CSAT scores.”
Sharpen’s strengths, according to Frost & Sullivan’s Contact Center Buyers Guide, North America, 2019 include:
- A native cloud platform that uses REST APIs providing flexibility and speed to market;
- Free upgrades and no-maintenance-cost policy, should be attractive to those companies moving to the cloud;
- A focus on the agent from day one of development which plays well to the trend of improving the EX (employee experience);
- Quality tools, such as targeted training offered at the right time to the agent, which is an example of the best practices it employs for agent engagement; and
- Powerful reporting and analytics tools that allow complete access to system data and customizable dashboards for visualization and sharing. Users can also create custom KPIs.
“We’re excited by Frost & Sullivan’s guide because the trends it cites reinforce our core value proposition, which is a laser focus on agent engagement,” said Bill Gildea, CEO for Sharpen. “This focus takes many forms–from our intuitive, omnichannel agent interface to our real-time metrics that enable supervisors to tailor ‘in the moment’ training. For us, ensuring the best customer experience and most efficient contact center operation starts with our agent-first focus.”
The Frost & Sullivan’s Contact Center Buyers Guide, North America, 2019 contains a comprehensive Sharpen profile, including a company overview, portfolio analysis, sales and service summary and customer recommendations. It also explores contact center market trends, including hybrid cloud, workforce engagement and artificial intelligence, observing that the contact center “is in the midst of the most interesting and promising time in its history,” and forecasting growth of 18.9% by 2022 of the agent performance optimization market (which includes workforce engagement management capabilities and analytics).
Download a free copy of Frost & Sullivan’s Contact Center Buyers Guide, North America, 2019 excerpt here.
About Sharpen Technologies
Sharpen Technologies is a customer experience technology provider that offers mid-size to large organizations an agent-first omnichannel cloud contact center platform. Its solutions address decades-old agent issues responsible for poor customer experiences. Functionality includes omnichannel routing and IVR, supervisory monitoring and coaching, analytics, reporting, workforce optimization and more. Sharpen was included in Frost & Sullivan’s Contact Center Buyers Guide, North America, 2019 and Nemertes Research named Sharpen a 2018 Top Rated Contact Center Solutions Provider. The company was also ranked among Inc. magazine’s 2019 Best Workplaces and was named among the 2018 Best Places to Work in Indiana. Sharpen was founded in 2011 and serves 250 customers. Sharpen is headquartered in Indianapolis, Ind. Visit Sharpen on LinkedIn, Facebook, YouTube, Twitter and the Sharpen blog.
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