The Sharpen Platform

The all-in-one contact center platform built for better experiences

Connect without barriers

To compete in the experience era, you need to know every detail about your customers and anticipate the future. Only then can you build amazing experiences on every channel. Our multi-modal, omnichannel platform routes, measures and records customers the same on every channel and gives you the data in one place.

spirals of glass and steel

Built in the cloud, for the cloud

Sharpen was built in the cloud, for the cloud. We didn’t migrate from an on-premises platform and try to piece together disparate joints of legacy standards. And, all your agents need to do their job is an internet browser. That gives you more flexibility, security and scalability so you’re free to think bigger.

scaling just got faster

Scale up or down without impacting platform performance

We’ve used a microservices architecture that’s made up of several, autonomous services that work independent from one another. So, the load of one service doesn’t impact the performance of the others. That means we can scale faster with you and maintain availability if a service experiences a spike in demand.

See Architecture
suspension bridges

Your technology shouldn’t hold the keys to your experience

Giving your customers a consistent experience, no matter how they reach out, helps to strengthen their loyalty to your brand. And, giving your agents one, standout experience while they interact on every channel leads to a less confusing, more productive (and happier) work day. Using one platform to do both gives you peace of mind.

sharpen admin console

Extend what’s possible

Extend the availability of what’s in the Sharpen platform into your own environment. We built Sharpen so you can securely put data in or take it out to give you more flexibility. Purchase and route numbers in the platform, then have programmatic access to call control and interaction data. Create add-on tools that make sense or totally customize your configuration.

See Dev Tools

Get a Free Contact Center Data Analysis

We’ll analyze your contact center data and share insights you can act on to improve your operations (no strings attached).

Let’s Talk About Data

We picked Sharpen for a rip and replace solution for the integrated functionality that exists. We can engage members via the phone, engage via text, engage via webchat, engage via video chat, right? We should be able to do all these things and have them come in through a single, cohesive platform, where we don’t need multiple vendors to be able to resolve or solve challenges or other problems that come up.

Matt Benidt, Chief Experience Officer,

Sandia Area Federal Credit Union

led tunnel

Stop dropping your calls

While digital channels are quickly becoming a favorite for your customers, a lot of your customers still like to talk to you over the phone. That means you need a provider that you can trust won’t cut off your calls mid-interaction and works seamlessly with your contact center platform.

icons of telephone poles

We’re the telco provider, too

Sharpen was originally designed as a telco platform. We added contact center functionality to telco, to give you an all-in-one platform that’s inherently built to work together. That means we’re the telco provider. Cutting out the need for more vendors and giving you clean, clear communicating power.

See Telco
building schematics with a compass

Improve Performance Management

Your agents are happiest when they know the work they’re doing is valuable, helpful, and, well, right. That’s why we built Performance Tiles, to give them (and you) real-time visibility into their work, with scoring metrics against specific targets and peer groups. Tiles help agents autonomously improve and they guide supervisor coaching sessions while boosting the customer experience.

Performance Tiles Left Facing Screen View

Aligning Performance Using Tiles

Enter your body copy hereUsing Performance Tiles, your agents have personalized wallboards inside the platform (at no extra cost) that gives them real-time visibility into their work. Easy to use, leaders choose three key metrics out of nine to monitor, configured at a user group level, for a pre-selected timeline. Then, agents see how they’re doing, where they can improve, and how they’re impacting your business – all without leaving their queue.

See Performance Tiles