Sharpen Technologies – Sharpen Empower

About Sharpen Technologies

Sharpen Technologies has developed an agent-first omni-channel cloud contact center platform. Its solutions uniquely address long-standing agent issues responsible for sub-par customer experiences. Sharpen’s patent-pending Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The company’s unique omni-channel approach gives agents a single interface for communicating across any channel. A global, cloud-native platform eliminates scalability issues while delivering mathematically unbeatable voice quality. Sharpen was named among the Best Places to Work in Indiana. The company is also a recipient of the Stevie American Business Awards. Sharpen was founded in 2011 and is headquartered in Indianapolis, Ind. Visit https://sharpencx.com/ or call 855.249.3357.

About Sharpen Empower

Sharpen Empower is an agent-first omni-channel cloud contact center platform. It addresses decades-old agent issues responsible for poor customer experiences. Sharpen’s proprietary Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The platform's unique omni-channel approach gives agents a single, intuitive interface for communicating across multiple channels. A global, cloud-native platform eliminates scalability issues, while delivering mathematically unbeatable voice quality and superior reliability.

• ACD
  • Multiple Skill Groups Supported
  • Supervisors Can Log Out Agents Remotely
  • Listen and Monitor Agent Conversations
  • Multiple Announcements and Music Treatment Provided
  • Skill Based Routing
  • Supervisor Can Change Skill Groups

• CTI
  • Multisite Routing
  • Queue Optimization
  • Abandoned Call Recovery
  • Screen Pop
  • DeskTop Integration

• Dialer
  • Outbound Dialer
  • Preview Dialer
  • Predictive Dialer
  • Answering machine detection
  • Proactive outbound
  • Call Compliance US
  • Call Compliance Canada
  • Call Complinace Other
  • Outbound Multi Channel Engagement

• IVR
  • Accurate prediction of expected wait time in queue
  • Natural languge speech recognition?
  • IVR and Channel Testing
  • Load Testing

• Intelligent Virtual Agent (IVA) assistance
  • Automatic Callback
  • Visual IVR
  • Customer Preference And Behavior Based Menus
  • Speech Recognition
  • Text-to-speech (TTS)
  • Speaker Verification
  • Seamless Transfer of customer information from self-service to agent
  • Universal Queueing
  • Real Time Reporting

• Virtual CallBack
  • Multi Channel Virtual Callback

• Social Media
  • Social Media Monitoring
  • Threading of Messages
  • Video

• Multi-channel - Omni Channel
  • Unified contact channels
  • Unified blending
  • Unified Administration
  • Unified Routing
  • Unified Reporting
  • eMail Management
  • Unified Comminications

• WEB Capability
  • Web Chat Capability
  • Web Co-browsing/screen sharing
  • Web Virtual Assistance
  • Web Click-to-Call
  • Web Self - Service
  • Web Callback
  • WebRTC

• Analtyics
  • Desktop Analytics
  • Big Data Analytics
  • Data Driven Design

• Voice of the Customer
  • Survey Tools
  • Web surveying
  • Voice of the employee
  • Customer Journey mapping
  • Enterprise feedback management
  • Social Media Monitoring
  • CSAT/NPS Measurement

• Workforce Management
  • Workforce Scheduler
  • Intraday management
  • Reforecast based on intraday management
  • Automated Workflows
  • Support Languages
  • Multi Site Virtual Contact Center
  • Centralized Administration for Multi Site
  • Access by Individual User
  • The Solution Maintains an Audit Trail
  • Multi Channel Forecasting
  • Allow for Outbound Forecasting
  • Account for Holidays, Seasonality
  • Support Agent Preferences/bidding
  • Allow manual manipulation and editing
  • Strategic what - if scheduling
  • Long-term forecasting and planning
  • Unlimited months forecasted
  • Long-term budget planning
  • Track and Support historical agent adherence
  • Track and Support real-time agent adherence

• Performance Management
  • Provide Performance Management Scorecard
  • Implement targets to groups/functions
  • Compare employee performance against peers
  • Help identify strengths and weaknesses
  • Track individuals training requirement
  • Link specific areas of skill development
  • Gamification

• Training and Coaching
  • agent coaching
  • elearning
  • classroom training

• Quality Monitoring
  • Real-time monitoring of voice and screen
  • Web interface
  • Schedule for call recording
  • Playback for any LAN/WAN workstation
  • Speech Analytics
  • Analytics based on keywords or phrases
  • Screen Playback synchronized with audio
  • Instantaneous call retrieval
  • Flexible rules editor
  • VoiP recording
  • Calls automatically routed to evaluators
  • Search for call on Ad hoc basis
  • Efficiency in filling out forms
  • Integrated Reporting
  • Multi-site Recording
  • Screen Recording
  • Virtual Contact Center Recording
  • Open Source Recording
  • Compliance monitoring

• Furniture
  • Headsets

• Other
  • Telecom Billing
  • Headsets
  • Toll Free Numbers
  • Email Management

• Chat
  • SMS/Text

• Number of Agents
  • 1 - 50 Agents
  • 51 - 150 Agents
  • 151 - 250 Agents
  • 251 - 500 Agents
  • 501 - 1000 Agents
  • Over 1000 Agents

• Integration
  • Systems Integration
  • CRM Integration
  • Salesforce Integration
  • SugarCRM Integration
  • Front and Back Office Integration
  • Other Consulting Services
  • Data Recovery Services

Directory Categories

• ACD Systems
• Call Center eLearning
• Remote Call Center Agents
• Predictive Dialer Software
• Contact Center Workforce Management
• Cloud Contact Center Solutions
• Computer Telephony Integration (CTI)
• Gamification
• Data Analytics
• Chat and Virtual Agents
• Employee Assessment
• Help Desk
• Customer Interaction Management - Find Customer Care Resources
• Interactive Voice Software
• Knowledge Management Software
• Contact Center Messaging
• Mobile Contact Center Technology
• Multichannel and Omnichannel Call Center
• Performance Management
• Call Center Agent Monitoring Software
• Robotic Process Automation
• Social Media - Social CRM
• Speech Recognition Software
• Testing – Data and Performance Analytics
• Unified Communications
• Unified Desktop
• Customer Experience Feedback and Analysis
• Self-Service Software
• Workforce Optimization