Last Updated
Overview
Cention is an all-in-one communication platform designed to unify customer interactions across chat, email, voice, and social media. While integration with in-house CRMs can be limited and may require future updates, Cention enables teams to manage conversations efficiently within a single, browser-based interface.
Cention Specifications
- Natural Language Dialogue
- Smart Data Discovery
- Self-Service Dashboards
- Text To Speech & Speech To Text
Cention Features
Omnichannel Communication
Cention allows providers to manage chats, email, calls, SMS, and social media interaction from one platform. This unified view ensures seamless conversation tracking, faster responses, and consistent support across all communication channels without needing to switch between tools.
Collaboration Tools
The platform allows agents to collaborate internally or externally in real time. Agents can seek the help of an external expert on complex issues. While collaborating on an errand, a collaboration icon status is visible on the errand to notify others.
Chatbot Integration
Cention features intelligent chatbots powered by machine learning that analyze customer data. It helps understand which questions to ask and what prompts to deliver. The tool also gathers information from customers before a real agent begins communication.
Reporting And Analytics
The platform offers comprehensive reporting and analytics, enabling managers to create, customize, and schedule reports for in-depth performance tracking and informed decision-making.
Workflow Automation
Cention automates task management by delegating and labelling errands based on priority, time, and value. This ensures that agents always focus on the most critical tasks, improving efficiency and reducing response times.
Pros And Cons of Cention
Pros
User-friendly and intuitive interface
Seamless communication across all channels
Actionable insights for better decisions
Cons
May have difficulties integrating CRM
Limited attachment accessibility in emails
Cention Reviews
Total 11 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars27%
4
Stars64%
3
Stars0%
2
Stars0%
1
Stars9%
Share your experience
Soleil T.
Computer Games, 11-50 employees
Less than 6 months
“The ultimate omnichannel experience for gamers”
Pros
By using a single platform that integrates multiple communication channels like a knowledge base, self-service options, online chat, phone, email and social media we were able to improve both productivity and efficiency. Overall this unified approach provides players with a dedicated space to quickly find solutions.
Cons
I think it would be great to add marketplace channels like Shopee or Lazada as gaming companies are also getting into merchandise sales.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Dino B.
Retail, 11-50 employees
More than a year
“Packed with all essential features!”
Pros
The UI is really easy to use and support responds quickly whenever we need it. Besdies that, it has all the essential features for smooth task management and has some great extras that make everything easier.
Cons
Sometimes it takes too long to fix bugs or issues. I also feel like some deployments might not have been fully tested or thought through, which leads to bugs and small errors that could've been avoided if they'd just waited a little longer for more thorough testing. And I think it would be helpful if departments within the same system groups were reviewed so tasks like getting two separate errands on CC don't interfere with other features.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
10
Functionality
8
Hanna L.
Apparel & Fashion, 11-50 employees
More than a year
“Fairly easy to use”
Pros
Cention software is easy to use, has great statistics and provides us with the ease to export data to Excel.
Cons
The search function does not always work the best and some searches show zero results even though we know the answer should be there. So it would be nice if we could have multiple tickets open at the same time.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
8
Frequently Asked Questions
Who are the typical users of Cention?
Cention is ideal for a wide range of industries and sectors, including banking, call centers, government corporations, manufacturing, information technology, insurance and security, and retail.
Does Cention offer an API?
Yes, Cention offers an API.
Does Cention have a mobile app?
Yes, Cention offers a mobile app for iOS and Android devices.
What level of support does Cention offer?
Cention offers support via phone, online ticket, email, knowledge base, and social networking platforms.
What other apps does Cention integrate with?
Cention supports integration with multiple social media networks and tools, such as WhatsApp Business API, Slack, Microsoft Dynamics, Facebook, and LinkedIn.
What types of pricing plans does Cention offer?
Cention offers a straightforward pricing structure with costs depending on features and channels. The two offered plans include the Communication Plan for $59/user/month and the Omnichannel Plan for $95/user/month. Request a customized Cention cost estimate.
What language does Cention support?
Cention offers support in more than 40 languages, including English, French, and Catalan.