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 - Automatic Call Distributor Systems - Call Routing Software
  • Call Center eLearning
  • Call Center Remote Agents
  • Call Center Predictive Dialer Software
  • Contact Center Workforce Management
  • Cloud Contact Center Solutions
  • Computer Telephony Integration (CTI)
  • Contact Center Gamification
  • Contact Center Customer Analytics
  • Chat and Virtual Agents
  • Call Center Employment Assessment
  • Help Desk
  • CIM and Customer Care Resources
  • Interactive Voice Software
  • Knowledge Management Software
  • Contact Center Messaging
  • Mobile Contact Center Solutions
  • Multichannel Call Center Software
  • Performance Management
  • Call Center Customer Service Monitoring and Recording
  • Robotic Process Automation
  • Social Media - Social CRM
  • Call Center Speech Recognition Software
  • Testing – Data-Performance Analysis
  • Unified Communications
  • Unified Desktop
  • Customer Experience Feedback and Analysis
  • Contact Center Web Based, Self-Service Software
  • Workforce Optimization