Call flow automation
Add bots into your contact center
Create bot-driven workflows, access data from third-party systems, and automate tedious agent tasks to increase contact center efficiency and accuracy.
Actions has no predefined limits, so you can take full advantage of APIs to access all communications data, CRM and ticketing data, or proprietary databases. Actions enables you to use bots as a core piece of your communications system for a better experience.
Omnichannel logic routing
Use Sharpen Logic and Actions in tandem to create a consistent and personalized customer experience from every communication channel. Logic, our decision-making workflow tool, can route customers to Action Bots for simple inquiries.
Actions can also be configured to deliver data to agent queues, so customers are routed to the right place faster, and agents don’t need to search disjointed systems for information.
Create personalized self-service
Automate simple customer tasks and empower customers to help themselves—while still getting a personalized experience. When a customer calls, texts, emails, or posts on social media, an Action Bot can access their unique data from Sharpen or a third-party system and help them without needing an agent.
If a case escalates, a different Action Bot can automatically move the customer and all of their data to the most appropriate agent to resolve the issue. With logic-based Actions, eliminate wasted time looking for customer data and reduce the time agents spend on simple inquiries.
Integrate with the tools you’re already using
Sharpen Actions uses the data inside your customer database to trigger real-time interactions inside Sharpen Q or another third-party system. That data can then be used in your decision-making workflow to know where to route customers—and how to help them—for a better resolution.
Actions integrates with Zendesk, Salesforce, ServiceNow, other queues, defined skills, and other data sources.
Pair automated coaching with in-person feedback
Identifying coaching opportunities—and finding time to actually coach agents—is challenging for managers. You can configure Action Bots to monitor agent activity in real time, trigger coaching moments when they happen, and alert managers of patterns and inconsistencies in agent behaviors.
“We had an on premise system that was outdated and cumbersome to use. We liked the control we would have with Sharpen to manage the call flows.”