Integrations

Integrations

Modern customer data tools have made interactions more efficient and effective, but every time you adopt a new tool, your workflows become more fragmented. SharpenCX is the connective tissue that links all of your customer data together in one place and helps you keep everything safe with world-class security.
We have out-of-the-box integrations with the top CRMs and customer database tools you’re already using. And our open REST APIs give you freedom and flexibility to build custom solutions to streamline your customer’s journey, improve interactions and secure data. SharpenCX integrates with any platform—here are three common integrations:
Integrations-Salesforce

SharpenCX + Salesforce

Get all of the features of SharpenCX inside your Salesforce environment. When agents accept inbound interactions, all lead, contact, account, and opportunity data associated with the customer pop up on screen. Then, in each ticket, agents can see past customer conversations from 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.

Integrations-MicrosoftTeams

SharpenCX + Microsoft Teams

SharpenCX and Microsoft’s Teams work together, allowing 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 telephony calls between the two systems via built-in Outbound Dialplan rules. MS Teams users that 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. Transfers to experts occur without hoops or barriers.

Integrations-Zendesk

SharpenCX + Zendesk

Combine the power of an omnichannel contact center platform with the ultimate easy-to-use customer support tool. When an agent accepts inbound interactions, 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 Logic choices. Process payments inside the secure payment portal without leaving Zendesk.

Integrations-ServiceNow

SharpenCX + ServiceNow

Personalize customer interactions and reduce wasted time for your agents 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 SharpenCX into ServiceNow, without any manual work by your agents, so they can focus on helping customers. Automatically search any fields in Cases/Incidents, Accounts, or Contacts in ServiceNow to prioritize your customers and route them to the best agent.

API Agnostic Integration

SharpenCX integrates with any platform.