Home > Call Center Software > Sharpen > Sharpen vs AVOXI

Sharpen vs AVOXI

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Our analysts compared Sharpen vs AVOXI based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
Sharpen Software Tool
AVOXI Software Tool
SelectHub Award Winner
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Product Basics

Sharpen is a cloud-based contact center platform allowing agents to interact with customers more efficiently and deliver better user experiences. The resources ensure agents are effectively trained and well-prepared to handle customer interactions. Other offerings include platform architecture, inbound routing, reporting and analytics, remote work support and more. .
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Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.
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$0.05/Minute, Usage-Based
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$99 Monthly
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Small 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Continuous Improvement: Get instant access to the product’s guide and learn how to analyze metrics for holistic customer experience, five KPI categories, how to improve EX and CX-based data analysis, methods to enhance service levels and more. 
  • Turn Data Into Meaningful Actions: Understand what’s happening with operations by seeking assistance from experts who review operational data with multiple customers regularly. 
  • Empower Agents: Coach agents inside their queue by offering tools and autonomy to work and perform best while tracking their empowerment, effectiveness and efficiency. 
  • Personalize Conversations: Equip the support team to solve any issues in time while personalizing every customer touchpoint. Offer client information to agents, so they take the most appropriate actions for better resolutions.  
  • High-Touch Partnership: Implement interactions and workflows with a partner who shares similar goals. Keep a hands-on partner as those goals change or grow to realize success, no matter what that means to the organization. 
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  • Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
  • Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
  • Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
  • Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
  • Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
  • Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
  • Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
  • Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
  • Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
  • Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
  • Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
  • 24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.
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  • Simplified Interface: Access detailed customer profiles and analyze data related to past interactions. Personalize experiences, serve faster and spend less time searching for customer data. 
  • Omnichannel: Interact with customers across multiple channels, including social media, call, video call, messaging, SMS and community using robust tools to boost customer satisfaction and team productivity. 
  • Workforce Engagement: Improve customer experience with better adherence management, scheduling and forecasting. Train agents with coaching sessions and real-time feedback to enhance productivity and team workflows. 
  • Remote Work: Help agents stay productive and cater to customer queries from anywhere via mobile apps. Let agents interact with customers across many channels and boost the overall client satisfaction rate. 
  • Analytics: Analyze an agent's performance across multiple channels and bring in data to create real-time, intelligent customer insights. Coach employees to become more productive, performance tracking, team processes optimization and make decisions for the company's customer operations. 
  • Implementation and Support: Get an onboarding session from an experienced professional while installing the system to optimize results, drive maximum results and learn about the product and its installation techniques better. 
  • Inbound: Create inbound routes that allow customers to communicate more effectively with agents without channel barriers via workflow routing and conditional automation. 
  • Customer Feedback: Understand customers better, measure satisfaction rates, understand product expectations through client surveys and get insights into everything that might generate more leads. 
  • Security: Get creative in CX and optimize interaction flows and empower agents while preserving customer trust and safety. 
  • Integrations: Eliminate the chances of a data breach via world-class integrations with robust customer database tools and CRMs such as Zendesk and ServiceNow. 
  • REST APIs: Get the flexibility and freedom to build customer-centric solutions and streamline customer journeys by securing data and improving interactions. 
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  • Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface. 
  • Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics. 
  • Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates. 
  • IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates. 
  • Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs. 
  • Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding. 
  • SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide. 
  • WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration. 
  • Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback. 
  • Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes. 
  • Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot. 
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Product Ranking

#24

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#67

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Call Center Software

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User Sentiment Summary

Great User Sentiment 116 reviews
Excellent User Sentiment 87 reviews
85%
of users recommend this product

Sharpen has a 'great' User Satisfaction Rating of 85% when considering 116 user reviews from 3 recognized software review sites.

95%
of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

3.6 (21)
4.6 (4)
4.44 (48)
4.76 (50)
4.4 (47)
4.7 (33)

Awards

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AVOXI stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

Synopsis of User Ratings and Reviews

Easy to Use: Sharpen's interface is intuitive and user-friendly, making it simple for agents to learn and navigate. The platform's drag-and-drop functionality allows for easy call flow creation and modification, empowering supervisors to make changes without relying on IT support.
Agent Empowerment: Sharpen provides agents with tools to manage their availability and schedules, promoting a sense of ownership and control over their work. The platform also offers performance dashboards and analytics, enabling agents to track their progress and identify areas for improvement.
Supervisor Visibility: Sharpen offers supervisors real-time and historical data on agent performance, call queues, and other key metrics. This comprehensive visibility allows supervisors to identify trends, address issues promptly, and make data-driven decisions to optimize call center operations.
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Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.
Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.
Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.
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Limited Reporting: Sharpen's reporting capabilities may not be sufficient for some Call Centers, especially those with complex needs or a large volume of calls. The platform may lack the ability to create custom reports or integrate with other business intelligence tools.
Integrations: Sharpen may not offer a wide range of integrations with other business tools, such as CRM or workforce management systems. This can limit a Call Center's ability to streamline workflows and improve efficiency.
User Interface: Some users find Sharpen's user interface to be clunky or outdated. The platform may not be as intuitive or user-friendly as some other Call Center software options.
Customer Support: Sharpen's customer support has received mixed reviews, with some users reporting long wait times or difficulty getting issues resolved.
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Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.
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Sharpen seems to be a bit of a mixed bag, with users highlighting both its strengths and weaknesses. On the positive side, many appreciate its user-friendly interface and intuitive design, making it easy for agents to navigate and find the information they need quickly. The platform's robust reporting and analytics capabilities also receive praise, allowing managers to track key metrics and identify areas for improvement. Additionally, Sharpen's omnichannel functionality is a major plus, enabling seamless communication across various channels like voice, email, and chat. However, some users point out that Sharpen can be a bit pricey compared to other call center software options. There are also occasional complaints about technical glitches and a lack of certain advanced features found in competing products. Some users mention that customer support can be slow to respond at times. So, who is Sharpen best suited for? It appears to be a good fit for small to medium-sized businesses looking for a user-friendly and comprehensive call center solution. Larger enterprises with more complex needs and higher call volumes might want to explore alternatives with more advanced features and scalability.

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Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

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Screenshots

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