Integrations
Connect to the systems that drive your business
Integrated tech stack, increased efficiency and agility
Our platform has out-of-the-box integrations with top CRMs and the customer databases you’re already using, like Salesforce, Microsoft Teams, and Zendesk. Our open REST APIs give you the freedom and flexibility to build custom solutions to streamline your customer journey, improve interactions, and secure data. Sharpen can integrate with any platform—empowering you to create the best contact center experience for your business.
Sharpen + Salesforce
Get all of the features of Sharpen within your Salesforce environment. When agents accept inbound interactions, all lead, contact, account, and opportunity data associated with the customer pops up on their screen. Then, in each ticket, agents can see past customer conversations across every channel and play previously recorded calls. If agents need to take payments, they’ll have full access to our secure payment portal. Then, a bi-directional sync automatically updates changes from one system to the other, so you’re not bouncing data between systems.
Sharpen + Microsoft Teams
Sharpen and Microsoft Teams work together, enabling you to connect your customer with the right person at the right time—no matter the department. Agents can search contacts, view presence, and make calls between the two systems via built-in Outbound Dialplan rules. Microsoft Teams users who receive a call can use the same tie-line to transfer calls into the contact center. No bouncing around in different systems to access subject matter experts. All users are available in the unified directory (for both outbound calls and transfers), complete with their status from Teams.
Sharpen + Zendesk
Combine the power of Sharpen’s omnichannel capabilities with Zendesk, the ultimate easy-to-use customer support tool. When an agent accepts an inbound interaction, they can see every ticket associated with the customer and review past conversations from any channel. Access new cases, existing cases, and end-user pages in Zendesk based on user input or Sharpen Logic choices. Process payments inside the secure payment portal without leaving Zendesk.
Sharpen + ServiceNow
Personalize customer interactions and reduce wasted agent time with an out-of-the-box ServiceNow integration. Use Sharpen’s CTI out of ServiceNow to automatically connect a customer’s record with an incoming interaction. You can also push all interaction detail records automatically from Sharpen into ServiceNow without any manual work by your agents—enabling them to focus on helping customers. Automatically search any fields in Cases/Incidents, Accounts, or Contacts in ServiceNow to prioritize and route your customers to the best agent.
