Who Uses This Software?

Fast growing, multi location, B2C and B2B companies driven to "Sharpen" their customer experience.


Average Ratings

43 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $99.00/month/user
  • Pricing Details
    Simple pricing based on 2 year contract paid annually. Local & LD included.
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • Sharpen
  • sharpencx.com/
  • Founded 2007
  • United States

About Sharpen

Sharpen is a cloud native contact center platform that enables customer experience teams to establish better customer relationships. Eliminate costly on premise hardware, and increase agent efficiency and customer satisfaction at scale. Sharpen boasts a 99.999% SLA for its thousands of customers. Sharpen is committed to building a global community of companies that believe a happy customer is a loyal brand advocate waiting to happen.


Sharpen Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

Sharpen Reviews

Fathom Rocks!

Mar 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like the customer support the best. I seem to never stop having questions. They are always so friendly and helpful.

Cons: Sometimes when I am out and about it is inconvenient that I cannot call out from my office phone. This comment is not necessarily targeted at Fathom. I think this would be the same for any company that offers a physical VOIP phone.

Recommendations to other buyers: I would recommend that you ask them to explain how the phone system works in detail before investing. I did, and it has been a great choice!

Fathom Voice

Mar 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like being able to listen to my voicemails via email and I also like being able to forward my line to any cell phone or other phone.

Cons: That when I listen to my voicemail via email the red light doesn't clear

Recommendations to other buyers: Make sure you know exactly what you need prior to choosing a software.

Great Phone System

Nov 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The Fathom team was incredibly helpful when setting up our phone system for our 30+ employees. They really paid attention to what we needed from a call flow standpoint and helped customize everything that we needed.

The phone quality is fantastic! Our customer service team works remotely all over the United States and from home, so having all activity logged was key. Additionally, we needed a solution where each agent was easily located in a central admin.

Great Customer Service, Great Product

Oct 07, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I made the switch to Fathom and have never looked back. The products are great and the service is quick.

After 6 months, we're very pleased with Fathom's clear sound, reliable equipment and service.

Sep 30, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: The "pros" are in the summary. The only 'con' is slightly un-intuitive software, resulting in slow customization of the system. That's greatly out-weighed by the system's clarity, portability (love 'follow me') and reliability.

Great so far!

Sep 29, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: i haven't taken a lot of calls at this time. So far the system has worked well for me.

Great System, Dummy Proof!

Sep 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have nothing but pros. This is a great system and its very user friendly. If you can read, you can use this software. Customer support is always fast and friendly!

System Needs More Work

Sep 25, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros: Can see the caller's name and phone number
Cons: navigating through is a little difficult; has to be used in tangent with another software (in our case Bria Stretto); a lot of wait time when I'm available to speak & if I do click on "pick up," it doesn't pick it up or it takes a really long time

Striving for Sucess

Sep 25, 2015
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: It's been a long winding road; however, I genuinely feel that Fathom Voice is trying to get better! They give us some great features but some of the every day features that we expect & had for years are now not available.

Most recently I've truly missed the simple forwarding option. We've worked around it but it was laborious. To be able to just hit a fwd button + the extension in which to forward to... was great, when we had it.

I also miss the options our landlines had... like being able to speed up & slow down a message. This saved us from having to listen several times. We also had a simple keypad map that showed us how to move quickly and efficiently through steps to get where we needed. On the dashboard, I would love to also have a list of calls I've made (calls in and calls out, would be great descriptions).

We are not necessarily a large business but perhaps we act like one. :) Thus, there will always be issues or things that come up, esp. as changes occur. The Fathom Voice Crew always do their best to find a solution & never forget to get back with you... we appreciate this greatly!

Main user in our office as receptionist

Sep 25, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: It's nice to work with most of the time. When I check voicemail manually, sometimes the right buttons send me elsewhere in the system if I have already been through 10 messages. I really like the concept of being able to use the company system on a personal phone or through the computer to de-clutter the workspace, though as the receptionist those aren't feasible options for me. I know that there is a lot more capability than I am aware of, but I am impressed with what I have learned so far.

We pay for this?

Sep 24, 2015
1/5
Overall
2 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros: Well, I can dial out.. I can get calls in... The "go fathom voice" web interface is a good attempt at something... it's a decent layout.

Cons: It doesn't always show when someone's on DND or not. It doesn't always update at a reasonable time. I constantly have to refresh my webpage to be sure that it's up to date. I still haven't figured out HOW that when i'm part of a call group, and a call gets transferred to the group, that I can have my phone on DND, and my fathom voice set to "away" and a call come to the Que, and I suddenly have a missed call when I get back to my desk.

Maybe create a desktop app that gives us a lists of the extensions and who's on the phone, and able to use it to actually control the phones as far as setting it to DND. If I set the phone to DND, I shouldn't have to set the web access /app to DND. If I set the webpage, or app, to DND/Not available, I shouldn't have to go do it on the phone as well.

We use the phone system.

Sep 24, 2015
2/5
Overall
2 / 5
Ease of Use
2 / 5
Customer Support

Comments: It seems we have had several issues with our phones since we started using Fathom. For the most part they have FINALLY been resolved but we do still have issues with calls going through sometime and OFTEN get comments that the connection is terrible. The fax option rarely works and now it seems they took the option to receive a confirmation email off the fax so now we have no idea if people are receiving our faxes at all.

Great phone service...great customer service!

Sep 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have used VoIP phone service since 2010. It cut my regular business phone bill by almost 2/3. Then I heard about Fathom which was an enterprising upstart company here in the Indianapolis area. (I wanted the chance to work with someone locally rather than a toll free helpline in Utah.)

So I made the switch to Fathom about 2 years ago. I've been very happy with both their phone service and their customer service. I'm not very technologically literate so I require a lot of help with navigating the website/dashboard. They've all been very patient with me and they've always solved my problems.

No complaints here; I recommend them to everybody!

Love the capabilities, and the customer service.

Sep 24, 2015
4/5
Overall
2 / 5
Ease of Use
5 / 5
Customer Support

Comments: PROS -
BEST customer service. Very responsive, and work to resolve issues. Worked with another company before and had to deal with foreign customer service we were barely able to understand. Often had to sit on the phone for up to 6 or 8 hours before things were resolved.

Love the dashboard where we can see who is on the phone before dialing our team. However, we have to refresh the screen - it is not real time on its own.

CONS -
Not an easy system to learn. It is very complicated. Other system was far easier, but tons and tons of connection issues, and the nightmare of customer service was worth the change. This being said, we have a fairly complicated routing pattern, so for something more straightforward, I'm sure this will be much easier for other companies.

Good idea, not ready for prime time.

Sep 24, 2015
2/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: I like the idea of the cost vs POTS. I like the flexibility vs PBX systems. However, we have had this system for 14 months and we continue to have trouble with phones resetting causing us to lose our network connection for the associated PC. We have worked and worked and worked with customer service to resolve this problem. Fathom customer service continues to maintain that the problem is on my side in the network. We have done EVERYTHING their tech support has requested and we continue to have phone reset problems. Losing the computer network connection is one thing, losing the telephone connection while on the phone with a customer is more annoying.

I am not turned off of cloud based phone systems, however, I do question Fathom's ability to successfully implement a system remotely.

The feature set is rich. The ability to find/follow is great. Rerouting via the net is also great. So these are all good things of any cloud based system. Just make sure the vendor can handle the technical issues.

Very convenient that my voice mail is sent to my email when I am out of the office or traveling.

Sep 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros: Ease of access, the length of the voice mail is indicated, and avoiding dialing in to my desk phone. Voice mail can be replayed with greater volume if the caller has a soft voice.

Cons: No particular issues.

Highly Recommend!

Sep 24, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Fabulous product! Highly appreciated in my work place as we have a lot of employees on the road for long periods of time.

One of my favorite features is that voicemails are accessible by email which makes it easy to share with other departments when needed. It's also very easy to understand how to use the different functions available to you.

Great and Easy to Use

Sep 24, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great system, easy to use, have not had a problem as of yet.

Mediocre

Sep 24, 2015
3/5
Overall
3 / 5
Ease of Use
2 / 5
Customer Support

Comments: Overall: This system offers nothing outside of the norm of any other VOIP business phone system. The Web interface is slightly more intuitive than others, though it is difficult sometimes to know if a setting change has actually been accepted and changed. However, there is much to be desired in execution of calls. About a quarter of dialed calls will hang without ever connecting, then disconnect. There is no consistency with this issue as to the number being dialed. (One number may fail three times in a row, then connect on the fourth attempt. Others might fail once, then connect on the next attempt.) We have had an outstanding service issue since deploying last January which has yet to be resolved wherein any calls going to our after-hours support line generate two notification emails and two duplicate voicemails. While not critical, it is a nuisance, and the only time we receive updates on the status of the service case is when we ask for them.

Pros: Slightly easier to use and deploy than similar products. Slightly more intuitive web controls. Service department will respond when prompted.

Cons: Service could be much more pro-active in reporting status of cases back to clients. Call failures can be a headache.

Great Way to Get Voice Mail Messages From Anywhere

Sep 01, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It is a great service to be delivered office voice mail messages to email so they are easily heard from anywhere you have internet access.

Pros: Very intuitive, fast and reliable.

Fathom Review

Aug 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Value for Money

Comments: I love the ease of inner office connections and the reminders Fathom provides. I have been using this for over a year and love it!

Pros: Reminder of messages is wonderful!

Cons: Have not had any. I really find that Fathom fits my small office needs.

Review from Don at J S Ruiz Realty, Inc.

Aug 28, 2015
5/5
Overall

Comments: "I like the user friendly way it works. It is no problem for me to push the admin button and set myself up with office phones when it is my day on phones. No need to depend on my office." This means I can be totally independent from needing administrative assistance on weekends when no one is at the office...just the way it should be.

Love it!

Aug 28, 2015
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: My voicemails get emailed to me, so I can receive them even when I am not at my computer.

Accessibility

Aug 28, 2015
5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I like fathom because I love being able to access and listen to my voicemail without having to call a 800 number, and enter my password etc before I can get my message. Fathom saves me a lot of valuable time and frustration and I love that.

Great Value and Support

Aug 27, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Fathom is attentive to my needs and works quickly to resolve any issues that arise. They provide good phone service at a great value. I recommend them for any small business owner!

Pros: Great value. My monthly service is much less than I paid previously. The support team is knowledgeable and easy to work with. They are quick to diagnose any issues (even those that are problems with my system and not theirs) and provide answers to resolve them.

Cons: It can be a little confusing to configure the system, but I can call the support team to help me out. Reports, such as call logs, could be better, but I almost never looked at them with my previous provider anyway. Once the system is configured, it works great.

Quick and Easy Service

Aug 27, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Fathom Voice provides a reliable and multifaceted product that enables our office to meet the needs of our clients. The easy-to-use software is attractive and simple to use. Not only are their products great, but their customer service is quick to respond and very helpful. They rock!

Great customer service

Aug 27, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Our company transitioned to Fathom Voice as our service provider when we decided to switch to a VoIP system. It was a very efficient process and we are now able to stay connected when we are out of the office. We have been very pleased with the great support, and prompt service that we always receive. Their entire staff is committed to providing excellent customer service, which makes it enjoyable to work with them. I would highly recommend Fathom Voice, I think they are an outstanding company!

Quality

Aug 27, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: "I'm enjoying connecting with folks in the States while I'm on the road in Mexico. Being able to call others in the office from here, using their extension number has been very helpful."

Pros: Being able to call colleagues using their extension numbers, wherever you are, is helpful. The voice quality I experienced making calls from Mexico City was impressive.

Cons: Turing on and off the app on my cell phone has been a challenge.

FATHOM FAN

Aug 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Fathom Voice as VoIP service is far more cost effective than having a regular phone. I found many service providers who offered low rates and excellent service plans, making it difficult to decide on the best one. After meeting with multiple companies I was introduced to Inside Sales Consultant Shelby Weeks. Shelby's overall product/service knowledge and straight forward approach, made me feel like I was speaking with an old friend, not a salesman. My then difficult decision was made easy. Our company now uses what I believe to the best VoIP company in the industry, Fathom Voice. Thank you again for all of your help.

Pros: Fathom Friday's!!!!!

Easy to use :)

Aug 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have used Fathom Voice for a few months now and I am also pleasantly surprised at how easy it is to use and how much the layout makes total sense to a new user. For someone who is not technologically savvy this is a great asset whenever I use it, which is almost daily.

Fathom voice has worked wonders compared to past providers

Aug 26, 2015
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: My Company currently uses Fathom Voice for our companies needs. The service with fathom has been wonderful compared to some other systems I have used in the past with other companies i have worked for. The phones usually have a great connection.

Pros: Good connection Easy to use I like that I can instantly listen to recorded calls

Cons: We are supposed to have access to use text/international text, but it has never worked for us, or we have not been trained to appropriately use it Sometimes there is a really long lag between the time the call is placed and the time it actually connects to start ringing

Convenience at its best.

Aug 26, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I love that Fathom allows me to answer my office line without physically being at the office. Receiving your voicemails in your inbox is pretty handy as well.

Pros: Voicemail delivery, ease of use.

Cons: Internet based, if the internet goes down... So do the phones.

Very easy to use

Aug 26, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I find that Fathom is very user friendly and easy to navigate. At they company I work for we have used a few different companies and in my experience Fathom has been the best.

Pros: I love that we can record the calls. In my line of work it is very easy to not catch all the important information on a call. So having the ability to go back and review it has been very beneficial for me. Also being able to save the recording allows for my Consultants to listen to my call before they reach out to the customer for follow ups and meetings. It also is great training tool for new members of the team to be able to hear real calls.

Fathom is so much more than a Phone Service Option!

Aug 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: When I first started my business back in January, a colleague suggested that I sign up for Fathom Voice. At the time I was using Google Voice and could not imagine why I would want to invest in a service when I was getting another for free. You may be wondering the same thing. Let me tell you, it is worth it! Fathom Voice has added an extra level of professionalism to my business which, in my humble opinion, Google Voice, did not offer. I can set limits on when my phone is answered which helps me stick to my boundaries with clients. I want to serve people but have to have time to get the work done that they have retained me to do. Fathom Voice allows you to set up multiple messages if you are away or gone for a week. The phone service has brought my business to the next level. This is more than a phone service though. Why or how? Their customer support staff is amazing and out of this world! I can call with a multitude of questions, which I may have at any given moment and they are quick to respond. They are eager to help! It almost feels as though I have added someone to my team, even though they are not a part of my business. They are incredible and I highly recommend them to anyone looking to add an extra level of professionalism to their business!

Pros: 1) I am able to set times (9 a.m. - 6 p.m.) during which my phone will ring 2) I can set up my phone to ring to my cell phone if I am out of the office. 3) The customer support staff is amazing! Shelby Weeks, on the front line, is incredibly patient and knowledgeable. Ryan Wharton and Britton Beaumont, in the technical support department, are always eager to help. In the event that any of these amazing people do not know the answer they are always open to doing research for me. 4) When I get a voicemail, it is sent to me as an attachment to an email. I like this because I can listen to my messages even when I am not in my physical office.

Cons: 1) Unlike Google voice that goes everywhere, you cannot take your physical office desk phone everywhere. This is just the nature of having a physical desk phone. 2) Unlike Google voice, Fathom has yet to figure out how to not only receive texts from clients but also send them. At this point, I can receive texts but cannot send them. You can do this with Google Voice. I have shared this concern with the Fathom support team and they are working on it. I am sure that they will find a solution soon! 3) When you get a text message, unlike a voicemail, you do not get an email notification telling you that you have a text. This can be problematic if your clients send you texts. I have told the Fathom Support Team about this and they are working on it! I am sure that they will have a solution soon!

Best VOIP in the game.

Aug 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Fathom Voice is an awesome company! Not only does their product work, their employees create a culture that makes businesses, like ours, want to work with them. Ashlee Garwood, in particular, is always helpful with an attitude to provide the best customer service at all times. Outstanding representative, outstanding product, and outstanding company.

One stop solution

Aug 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We needed a system that could allow our remote teams to painlessly stay connected while providing core communications functionality. Lots of providers out there with pieces of what we needed, but struggled to find it all in one package that was affordable and actually worked right. Actually didn't get any complaints from the team.

Pros: Easy to use and provided the full suite of functions we needed. Remote access across the country was great. Option to use soft phone on laptop with Polycom phone on desk also great. Automated workflow for agents was superb and our service manager was able to set up, implement, and manage without a lot of training or consulting.

Cons: No real cons to speak of. Would love to see them come out with their own CRM, though the integration with salesforce has been great.

Complete Solution

Aug 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Fathom Voice has been ideal for us, connecting our entire remote-based team seamlessly across multiple states. Having the option of using the soft phone on the computer or a Polycom phone on the desk gives us the flexibility to meet everyone┬┐s needs. Fathom Voice provides the feature-rich functionality and scalability needed for future growth.

Sep 03, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Aug 27, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Aug 26, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Aug 26, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Aug 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Aug 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money