SharpenCX
Sharpen is an always-on contact center platform built in the cloud, for the cloud. We work with established market leaders and assertive forward-thinkers to help them create transformative customer experiences. SharpenCX was the first CCaaS platform to move away from FCR (First Contact Resolution) as a success metric—it makes sense to us to assess agent performance on things they can control. One example of that is our new industry-leading metric called ACR, which stands for Active Contact Resolution, or Agent/Customer Resolution. Own your Outcomes
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Description
About SharpenCX
SharpenCX is an always-on contact center platform, purpose-built for the cloud. We are dedicated to partnering with established market leaders and visionary forward-thinkers to help them craft transformative customer experiences that drive business success.
Redefining Success Metrics
At SharpenCX, we believe in challenging the status quo. We pioneered a significant shift in the Contact Center as a Service (CCaaS) industry by moving away from traditional metrics like First Contact Resolution (FCR) as the sole measure of success. Instead, we focus on assessing agent performance on aspects they can control.
The Power of ACR - Active Contact Resolution
Our groundbreaking approach led to the introduction of a new industry-leading metric known as ACR, which stands for Active Contact Resolution or Agent/Customer Resolution. ACR empowers organizations to evaluate agent performance in real-time, providing insights into meaningful interactions that drive positive outcomes.
Transform Your Outcomes
With SharpenCX, you have the tools to own your outcomes. We are committed to helping businesses redefine success in customer service by focusing on what truly matters - creating exceptional customer experiences that result in satisfied customers, loyal relationships, and lasting success.
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What our clients say about our work.
“We saved 20% over any other provider we were quoted”
We had a very unique set of connectivity needs and the team at Infrastructure Guides placed us in 10 data centers globally while simplifying our processes. We saved over twenty percent from any other provider we were quoted.
“IG helped us finish a migration project we started years ago”
We had an infrastructure to public cloud project that we were migrating over a number of years. Infrastructure Guides wrote us a new data center contract which allowed us step down our environment over time. They also got us express routes to limit our exposure to public cloud data fees.
“IG saved us $20,000 per month on our contract”
We had been with the same colocation provider for over 10 years and our costs were getting out of control. Infrastructure Guides helped us negotiate back to market rates, saving us over $20,000 per month without having to change a thing with our existing infrastructure.
