Cention

Additional features

Omnichannel Communication

Integrates various communication channels (Chat, Email, Phone, SMS, Messaging apps, and Social Media) into a single platform, allowing customers to contact businesses through their preferred method and providing agents with a unified view of all interactions.

Unified Workforce Collaboration

Enables seamless communication and collaboration among agents, managers, and departments, facilitating efficient information sharing and faster resolution of customer issues. It also includes the possibility to collaborate with external experts.

Automation & Task Management

Automates repetitive tasks, delegates "errands" (tasks) to the appropriate agents, and prioritizes work based on time sensitivity or business value, improving efficiency and reducing agent workload. It includes errand tagging, prioritization, and routing.

Advanced Customer Self-Service (CSS) Capabilities

Supports chatbots for automated conversations, website FAQs for quick answers to common questions, and a comprehensive knowledge base for both agents and customers, empowering customers to find solutions independently and reducing the need for agent intervention.

Customer Data Management

Gathers and stores personalized customer data, creating detailed profiles that provide valuable insights into customer preferences, behavior, and history, enabling personalized interactions and targeted marketing efforts. It includes AI-powered data analysis.

Integrations

Connects with various apps and processes, such as CRM systems, ticketing systems, and other business applications, streamlining workflows and providing a unified view of customer interactions across different platforms.

Knowledge Base

Provides agents with organized and easily accessible information, such as product details, policies, and procedures, empowering them to quickly and accurately answer customer questions and resolve issues.

Communication Flow

Facilitates internal messaging between agents and departments, enabling quick communication, information sharing, and escalation of complex issues.

Personalized Templates & Scripted Replies

Offers a library of pre-written responses for frequently asked questions and common situations, ensuring consistent messaging and saving agents time.

Extensive Analytics & Reporting

Offers customizable reports that provide valuable insights into business and team performance, including metrics such as SLA times, number of incoming errands, and overall efficiency. It's designed to help contact centers maintain COPC compliance.

Transparent Pricing

Features a pay-as-you-go model, allowing businesses to pay only for the resources they use, offering flexibility and cost-effectiveness.