“Bandwidth is a great partner to us. They're reliable. Cost-effective. A seamless part of our world. A quiet, powerful secret partner.“
Ty Baldwin
Chief Technology Officer, SharpenCX
Customer Story

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:

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

SharpenCX is credited as the contact center platform (CCaaS) that pioneered the agent-first approach. Looking through the agent’s perspective, they are changing the way customer experience(CX) outcomes are perceived, using more telling custom metrics such as ‘Active Contact Resolution’(ACR). And they are putting agents directly in charge of improving these outcomes through meaningful insights delivered straight to the agent.

SharpenCX’s mission: To empower every agent to deliver engaging customer experiences from anywhere, anytime.

Industry: CCaaS