SharpenCX Product Overview
SharpenCX is a cloud-native, omnichannel contact center platform designed to enhance customer and agent experiences through advanced automation, AI, and real-time insights.
Key Functionality
Omnichannel Integration
SharpenCX integrates seamlessly across various communication channels, including voice, digital, and self-service platforms. This ensures a consistent and personalized customer experience regardless of how customers choose to interact with your business.
Workflow Automation
Sharpen Actions, a core component of the platform, allows for the creation of custom interaction workflows without the need for coding. This includes automating simple customer tasks, triggering alerts based on thresholds, and integrating data from third-party systems such as CRM and ticketing databases. Actions can also route customers to the appropriate agent queues, reducing the time agents spend searching for customer data.
AI and NLP
The platform leverages AI and Natural Language Processing (NLP) to go beyond basic commands, understanding context and emotion to provide a deeper and more empathetic customer interaction. This enables agents to enhance customer experiences with smart, real-time engagement.
Personalized Self-Service
SharpenCX empowers customers to help themselves through automated self-service options. Action Bots can access customer data from integrated systems to assist with simple inquiries, and if a case escalates, the bot can automatically transfer the customer and their data to the most suitable agent for resolution.
Automated Coaching and Feedback
The platform includes features to automate coaching for agents. Action Bots can monitor agent activity in real-time, trigger coaching moments, and alert managers to patterns and inconsistencies in agent behaviors, improving overall agent performance and customer satisfaction.
Security and Reliability
SharpenCX prioritizes security and reliability with a 99.999% uptime guarantee. The platform operates on global containerized microservices across 9 regions and 27 availability zones, with continuous 24/7 monitoring, personalized dashboards, and dedicated site reliability engineers. It also adheres to strict compliance standards, including SOC2 certification, HIPAA, and PCI compliance.
Advanced Analytics and Insights
The platform provides actionable, real-time insights through advanced analytics. This empowers businesses to understand and improve contact center metrics, drive down the total cost of ownership (TCO), and boost return on investment (ROI). Sharpen Insights aggregates data across all channels to offer a comprehensive view of customer interactions.
Integration with Third-Party Tools
SharpenCX is designed to integrate seamlessly with major CRMs and customer databases such as Salesforce, Microsoft Teams, and Zendesk. The open REST APIs allow for tailored solutions, enhancing customer journeys and ensuring data security.
Additional Features
- Omnichannel Logic Routing: Sharpen Logic and Actions work together to create consistent and personalized customer experiences by routing customers to the right agents or automated bots based on their inquiries.
- Customer Satisfaction Surveys: The platform allows for easy deployment of digital engagement surveys to measure customer satisfaction and gather feedback immediately after interactions.
- Automated Outbound Communications: SharpenCX enables automated outbound customer communications via voice, SMS, and email for tasks such as appointment reminders, payment notifications, and promotional messages.
In summary, SharpenCX is a robust contact center platform that combines automation, AI, and real-time insights to enhance both customer and agent experiences. Its intuitive interfaces, seamless integrations, and strong focus on security and compliance make it an ideal solution for businesses aiming to optimize their contact center operations.