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.
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Sharpen continues its rapid growth in 2020 with revenue up +100%, while adding +40% more new customers compared to 2019.
“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.”
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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.”
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