Chief Technology Officer, SharpenCX
SharpenCX champions agents with reliable, growth-ready communications
A search for consistency where it matters
Despite 50+ years of contact center evolution, truly happy customers remain elusive.
Contact center platforms need to overcome the usual inertia of CX performance levels and take a different approach to evaluating and analyzing CX.
SharpenCX’s cloud-native contact center solution supplies this need. It empowers agents with analytics on custom-created metrics that they can control to drive better customer experiences This includes ACR, which measures whether a customer’s issue was handled correctly and whether the agent anticipated future issues. SharpenCX’s customizable platform and insights help agents understand where to focus and improve for highly impactful conversations.
“Empowered agents make happy agents. Happy agents make happy customers.”
For SharpenCX to focus on what it does best–creating engaging customer and agent experiences, anywhere, anytime– it needed more than a network provider. It needed a strategic partner who could consistently offer:
- Radically reliable and scalable communications
- Software-driven telephony up-leveling at SharpenCX’s pace or higher
- 360° support in all aspects of growth and scaling
Expertise so reliable, it acts as a springboard
For a forward-looking business with telco roots like SharpenCX, simple communications solutions wouldn’t have been enough. They needed a reliable expert as a partner who got down in the trenches with them and accelerated their roadmap.
Bandwidth helped SharpenCX with:
Voice and messaging
with support to switch channels during interactions
Simplified operations
for their contact center customers through Bandwidth APIs such as number ordering
Support in scaling
especially navigating complex regulations
In their team’s words, SharpenCX relies on Bandwidth for:
“When we are thinking about the roadmap, we are absolutely thinking about how Bandwidth plays into that. We reach out to Bandwidth to see what options are on the table so that we can take advantage of them faster. So rather than building all of it in-house, it’s nice to know that we have a partner that can help us get to market quicker on some of those things.”
Adam Settle
Chief Experience Officer
“My opinion about Bandwidth in the time that I worked with them is that I don’t think about them. That’s a good thing. I don’t think about it because it just works.”
Greg Bonness
VP, Strategic services
“The partnership between Sharpen and Bandwidth, it’s very frictionless. So it is very easy to get on a call and always feel like we get extremely valuable information. We hang up the phone and I’m thinking we just saved ourselves two weeks of research that we might not even know if we got to the right spot.”
Kevin Schatz
Chief Technology Officer
Driving growth and last-mile impact
SharpenCX is not breaking new ground in a silo. Its approach is encouraging its contact center customers to drive CX transformations together. How does Bandwidth help as a partner? Hear it from SharpenCX:
“A seamless connection, so it feels like a single solution between Bandwidth and Sharpen.”
– Ty Baldwin, Chief Revenue Officer
“Growth that would have been much slower to move without that sort of consultative engagement.”
– Kevin Schatz, Chief Technology Officer
“Instead of Sharpen having to do all of the integration development work, we have a partner that we can work with, that we already trust.”
– Pam Hynes, Chief Operating Officer
