Sharpen

Sharpen is a cloud-based contact center software provider that offers an AI-powered platform called Usable AI. The platform is designed to enhance contact center operations by providing agents with real-time assistance, streamlining workflows, and enabling personalized customer interactions. Sharpen's technology focuses on practical, out-of-the-box solutions that integrate seamlessly into existing workflows, making AI accessible to businesses of all sizes without requiring extensive training or specialized skills.

The Usable AI platform offers several key features to revolutionize customer service operations. These include automated contact summaries for faster resolutions, sentiment analysis for targeted agent coaching, intelligent redaction for secure and compliant interactions, real-time issue detection and resolution, and a 360-degree view of the customer journey for personalized support. Sharpen's solution also incorporates a Voice over internet Protocol (VoIP) phone system, allowing businesses to fully digitize their operations and eliminate the need for hardware.

Sharpen's platform is designed to optimize customer service team strengths by routing interactions to the most qualified agents for efficient resolution. The solution supports omnichannel communication, enabling businesses to respond to customer needs across various channels, including voice, text, email, social media, live video, and web chat. An advanced Interactive Voice Response (IVR) system intelligently routes interactions based on skill level, past call history, and location.

The company's platform also includes robust reporting capabilities, gathering data across multiple queues, agents, dates, and call-related metrics. This allows businesses to gain insights into their contact center performance and make data-driven decisions for improvement.