Cention Reviews

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.

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.

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.

Pros

It is simple to use and the customer service is top-notch. They are always quick and helpful whenever we need.

Cons

We sometimes run into technical issues with errands and queuing them.

Pros

This platform is pretty simple to learn. The upside is that we receive quick responses whenever we need assistance.

Cons

The scrollbar is too narrow which makes it a bit hard to use. Also when a customer sends multiple emails with attachments I noticed that opening them is not as simple as it should be.

Pros

The design is clean and clutter free focusing on doing what it needs to do really well instead of overloading with unnecessary features . This is what I like the most about it.

Cons

There are quite a few things that I dislike such as the frequency of bugs, slow performance and inaccessibility.

Pros

We use Cention primarily to manage our incoming emails from multiple shared mailboxes. It is really easy to set up queues that highlight the urgent and critical emails that need immediate attention. Additionaly, it allows us to use fewer resources to stay on top of the workflow and ensure no important emails are missed.

Cons

In my opinion the reporting module could be more flexible andd it is missing the option to generate reports based on the domain of the incoming email.

Pros

Well we have been using it for about 10 years now. We tried another system for some time but quickly switched back to Cention. Its very user-friendly for agents and as an administrator, you can set it up however you need. And it offers all the features we need for task management also the systems architecture is perfect for us. The reporting tools are excellent too and the support team is always responsive and friendly.

Cons

The biggest issue is the lack of attention to visual design and it seems that mobile usability from our customers perspective is not prioritized when developing new features. Even with new features the live chat feels outdated. And though I really enjoy using it but the design could be a deal breaker for me. In short no issues with the features just the design.

Pros

OMNI channels bring together all communication methods in one place with lots of useful features. The reporting system is also clear, displays data in graphs and allows for easy downloads in various formats. We can even easily download call recordings for quality evaluation.

Cons

Its layout is not user-friendly as the screen is too small and cramped especially when replying to tasks or inserting tables. I had reports that our agents have trouble restoring the pop-up screen while doing a call and there is a delay when viewing from Outlook. There are also delays and issues with telephony and softphone integration with one problem after another during the early stages. Recently the system has been sending blank emails and the current issue is that agents cannot click or pick up the answer icon from time to time. It is a problem that is been ongoing since July after the softphone integration. And despite UATs and training phases, implementation has not been successful due to these issues and service levels have not been met since January 2021. We have requested an official investigation and it is still pending with Cention Malaysia.

Pros

What stands out to me is the customer support and tagging system, they both are excellent and effective features.

Cons

The interface feels cluttered making it harder to navigate and the search options are not as effective and the inability to easily link different tasks adds to the frustration.

Pros

Not only is it easy to use but it is packed with some advanced features. Also I love that we can brand our emails professionally and upload our entire member database for a better customer experience. After 8 years of using it we have never had any downtime making it pretty reliable. I also really like that the company listens to customer feedback and works to deliver the features we actually need.

Cons

I think they could improve their reporting functionality by offering a module that allows for simple analysis such as comparing data from last year to the same period this year.