Sharpen Technologies, developers of the agent-first, omnichannel, cloud contact center platform, signed a Master Agent Agreement with PlanetOne, the IT channel’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises. With the agreement, PlanetOne’s growing nationwide network of agents and channel partners can now access and sell Sharpen’s award-winning CCaaS contact center solution built for the mid-market.
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“With organizations shifting to hybrid work and work-from-anywhere environments, call centers need the right technology in place to provide a fast, personalized and consistent customer experience, regardless of when or where their agents are working from”
Sharpen is the contact center solution that lets users work from anywhere. Users can move between calls, texts, webchats, emails, social media, etc., all in real-time and in a single interaction. With performance management built into its core functionality, at no extra cost, agents know what is expected of them. And, they have visibility into how they’re performing against those expectations. As a result, they can see how their work is impacting the business and where to focus their attention in interactions. And they can do it all without having to leave their queue. It also lets managers easily coach agents and provide feedback, keeping their teams productive and aligned.
“Along with providing hard-dollar ROI, we’ve built Performance Tiles into our core contact center platform,” said Joe Davis, Sharpen’s Director of Channel & Partnerships. “Although performance management products have been available in the contact center for the past five years or so, they’ve traditionally come as an expensive add-on from specialty vendors who host a bolt-on integration. Given the cost and complexity of those integrations, it’s been an unreachable standard for small to mid-sized contact center operations. Until now. Sharpen includes it in their core license at no additional cost—a great solution for the businesses PlanetOne and their partners serve.”
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One customer using Sharpen Performance Tiles reported an average 8% reduction in handle times and a projected savings of $1.5 million annually. 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. A third, a home warranty provider, recently improved their Active Call Resolution significantly, reducing their call volumes by 16% while improving their customer satisfaction scores and saving $61,000 per year.
“With organizations shifting to hybrid work and work-from-anywhere environments, call centers need the right technology in place to provide a fast, personalized and consistent customer experience, regardless of when or where their agents are working from,” said Karie Atwood, Vice President of Supplier Management, PlanetOne. “Sharpen’s innovative CCaaS platform is a built-in-the-cloud, omnichannel solution that provides a tremendous amount of features and functionality tailored to meet the evolving needs of modern call center operators. PlanetOne is proud to be signing on as one of Sharpen’s Master Agents, and we look forward to leveraging their solutions to help our partners take advantage of the growing opportunity to help their clients improve the call center experience.”
