INDIANAPOLIS--(BUSINESS WIRE)--Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, continued its rapid growth in 2020 with revenue up +100%, while adding +40% more new customers compared with 2019. During the same period, Sharpen’s platform scaled to handle a 17x increase in daily traffic volume.
“The flexibility and functionality of the Sharpen cloud platform were crucial to the success of many companies this year as agents became the ‘front door’ for many brick and mortar businesses. With just a PC, headphones, and internet connection, our contact center customers were able to be up and running and productive in no time, without missing a beat,” noted Sharpen CEO Bill Gildea. “And we continue to hear from our customers that hybrid WAH models for agents will be adopted post-pandemic, further accelerating the digital transformation and adoption of cloud solutions for the contact center.”
In 2020, Sharpen secured $12 million in funding and released Sharpen Performance Tiles, the first of several new applications to be released within its new performance management module. Built into its core CCaaS functionality (for free) with no integration hassles or metric “definitional” differences across separate systems, the benefits of performance data are now affordable to small and mid-size contact center operations for the first time.
One customer using Sharpen Performance Tiles reported an average 8% reduction in handle times and a projected savings of $1.5 million annually, while another experienced a 20% improvement in wrap-up times, a 17% improvement in hold times, a 12% reduction in average handle times, and an 8% reduction in staffing required for a yearly savings of $630,000. Due to the product's measurable benefits, Sharpen has begun offering a money-back guarantee on a 5-15% return on investment using Tiles.
“In 2020, lots of companies realized their legacy contact center technology was not going to work in the current landscape,” said Gildea. “Into 2021, we expect to replace these legacy platforms, including Avaya, Cisco, and Mitel/ShoreTel, at an increasingly rapid pace.”
About Sharpen Technologies
Sharpen Technologies is the world’s first, truly agent-focused contact center platform built in the cloud for the cloud. The omnichannel platform lets users work-from-anywhere, seamlessly moving between calls, texts, webchats, emails, social media, video, etc., all in real-time and in a single interaction. Sharpen was recognized by Frost & Sullivan’s Contact Center Buyers Guide, North America (2019) for its “dramatic ROI,” “out-of-the-box integrations,” and “powerful reporting and analytics tools,” while Nemertes Research called Sharpen a “Top-Rated Contact Center Solutions Provider” (2018). In 2020, it made the Inc. 5000, the magazine’s annual list of America’s fastest-growing private companies, and has been named one of the “Best Places to Work” by both Inc. (2019) and the Indiana Chamber of Commerce (2017, 2018). Visit Sharpen on LinkedIn, Facebook, YouTube, Twitter and the Sharpen blog.
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