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News : Sharpen Recognized by Frost & Sullivan

#contactcenterworld, @sharpentech, @Frost_Sullivan

Indianapolis, IN, USA, Nov 2, 2021 -- Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, was recognized by Frost & Sullivan with the 2021 Customer Value Leadership Award in the North American contact center performance management market. The research and consulting firm honored Sharpen for its "solid ROI" and "continuous stream of innovation geared at alleviating the specific pain points of contact center operations," such as reducing costs and agent churn while improving productivity, CX, and EX.

"The company’s relentless focus on agent success and designing to improve agent performance and experience is particularly noteworthy and is driving considerable results for customers," noted the organization. "Frost & Sullivan commends Sharpen’s innovation in the areas of performance management and employee-focused tools that improve both the EX and CX. In addition, innovation in these areas delivers a solid ROI for customers, thus addressing the ongoing challenge for customer care organizations."


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For the Customer Value Leadership Award, Frost & Sullivan found Sharpen excelled in the following categories:

Customer Purchase Experience: "Customers have access to complete performance management without a large-scale investment. Sharpen provides rich performance-changing data without an additional cost because the solution is part of the core software, making performance management accessible to companies of all sizes."

Customer Ownership: "Sharpen’s customers enjoy a continuous stream of innovation geared at alleviating the specific pain points of contact center operations, such as reducing costs, improving productivity, reducing agent churn, and simultaneously enhancing the CX and EX….This type of innovative way of using data science to correlate different aspects of interactions has an immediate impact on operations and can uncover coaching opportunities by pinpointing numerous areas for improvement, such as how agents handle different channels or even how to handle various channels at different times of the day."

Price-Performance Excellence: "Sharpen offers demonstrable value backed by multiple customer use cases that show an improved agent experience, obvious return on investment (ROI), and increased CSAT scores. In fact, the company stands by its guarantee that if customers do not realize at least 5 to 15% improved efficiency within the first 60 days, all of their money will be fully reimbursed. The company reports that this guarantee has netted real results, with multiple customers reporting that they reached a 100% ROI on their total annual Sharpen investment in a matter of months."

Customer Acquisition: "Conducting business with the company is easy…. Sharpen’s consultative, results-driven approach; flexible pricing; and service-level agreements are attractive draws as well….The browser-based platform is innately suited for a contact center workforce comprising both remote and in-office agents, with no additional setup or licensing costs. The platform provides all agents with access to the same contact center tools, independent of location, thus providing customer service from wherever agents can work best."
Customer Service Experience: "Sharpen has full customer care and client success teams. The company’s customer care team offers 24/7 tech support, providing customers with a one-stop-shop for documentation, knowledge base, training, and access to live agents. What makes the customer service experience particularly effective, however, is that each customer is assigned a client success manager throughout the life of deployment, including post-implementation services and consultation."

Growth Potential: "Sharpen is well poised to see significant growth in performance management, particularly with the demonstrable returns customers are seeing by using Performance Tiles."

#contactcenterworld, @sharpentech, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Sharpen:
Company LogoSharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.
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About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Season Greetings

Read today's tip or listen to it on podcast.

Published: Thursday, November 4, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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