Sharpen

Sharpen is an AI-powered cloud contact center platform for organizations running inbound customer service, outbound sales, and automated customer interactions. Its current platform combines voice, SMS, chat, outbound dialing, AI Voice Agents, modern IVR, reporting, and no-code automation. Sharpen can operate as the main contact center platform or add selected capabilities to an existing communications stack.

1. Omnichannel interactions: Sharpen connects voice, SMS, and chat within a common interaction flow so agents can retain customer context as conversations move between supported channels. The platform also supports inbound calling and high-volume outbound campaigns, including predictive dialing and automated messaging workflows.
2. AI for customers and agents: Sharpen AI Voice Agents, powered in part by ElevenLabs voice technology, can handle inbound and outbound conversations, answer questions, collect information, perform routine resolutions, and transfer customers to human agents with context. For human agents, AI Sidekick provides live assistance, surfaces relevant information and suggested next steps, and generates call summaries.
3. Routing and automation: Logic+ is Sharpen's no-code journey builder for designing routing and automated customer flows without requiring developers for routine changes. Sharpen's modern IVR adds drag-and-drop call-flow design, skills-based and intent-based routing, self-service, transfers, and integrations with backend systems.
4. Flexible deployment: Sharpen can be deployed as a complete contact center or layered onto an existing CRM, dialer, IVR, or support environment. Its API-first approach and integrations allow organizations to add AI Voice Agents, messaging, automation, inbound capabilities, or outbound dialing incrementally rather than replacing the entire stack at once. The platform's outbound capabilities were further expanded through SharpenCX's December 2025 merger with Ytel.

Sharpen is most relevant to organizations that want flexibility in how quickly they modernize a contact center. Its value depends on channel mix, inbound and outbound volumes, automation requirements, integration complexity, and whether the organization intends to replace its existing contact center or modernize it in stages.