Sharpen Recognized for Its “Dramatic ROI,” “Out-of-the-Box Integrations,” “Easy-to-Use” and “Powerful Reporting and Analytics Tools” by Frost & Sullivan
Summary
The guide highlights Sharpen’s “dramatic ROI,” “out-of-the-box integrations with Salesforce, Zendesk and ServiceNow” and “powerful reporting and analytics tools.” “Companies that are looking for intuitive, engaging tools to help agents more easily work in an omnichannel environment would do well to shortlist Sharpen,” states Frost & Sullivan. “It’s simple and easy-to-use tools and features such as in-line training help to keep workers engaged with minimal disruption.” The guide also emphasizes Sharpen’s proven value, noting it “offers demonstrable value backed by multiple customer use cases showing improved agent experience, dramatic ROI and increased CSAT scores.” “We’re excited by Frost & Sullivan’s guide because the trends it cites reinforce our core value proposition, which is a laser focus on agent engagement,” said Bill Gildea, CEO for Sharpen. “This focus takes many forms--from our intuitive, omnichannel agent interface to our real-time metrics that enable supervisors to tailor in the moment training. It also explores contact center market trends, including hybrid cloud, workforce engagement and artificial intelligence, observing that the contact center “is in the midst of the most interesting and promising time in its history,” and forecasting growth of 18.9% by 2022 of the agent performance optimization market (which includes workforce engagement management capabilities and analytics). Download a free copy of the Frost & Sullivan Contact Center Buyers Guide, North America, 2019 excerpt here.