Audience
Contact Center solution that helps companies empower their customer relationship
About Cention Contact Center
Make agents and managers lives easier when you equip your support team with a contact center and an all-in-one communications solution. Whether in the office or working remotely, we have the solution for you. Advanced capabilities, but simple to use. Solving high volumes of incoming customer queries has never been simpler with our Collaboration tool. It enables agents to stay connected and reach out to other agents or external experts for additional advice when solving more complex queries, all on one platform. Access, customize and build your FAQs the way you want it. By creating a centralized information center for your support team, they can dramatically reduce time finding answers. Predefined and customizable analytics dashboard for managers to work with all data reports gathered and turn them into information to better support your business decisions.
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Company Information
Cention Group
Founded: 2000
Malaysia
www.cention.com
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Product Details
Platforms Supported
Cloud
iPhone
iPad
Android
Training
Documentation
Live Online
Videos
Support
Phone Support
Online
Cention Contact Center Frequently Asked Questions
Cention Contact Center Product Features
Call Center
Call Logging
Supported
Call Scripting
Supported
Escalation Management
Supported
Inbound Call Center
Supported
Manual Dialer
Supported
Real-time Chat
Supported
Reporting/Analytics
Supported
Blended Call Center
Not Supported
Call Recording
Not Supported
Campaign Management
Not Supported
Database
Not Supported
IVR / Voice Recognition
Not Supported
Outbound Call Center
Not Supported
Predictive Dialer
Not Supported
Progressive Dialer
Not Supported
Queue Management
Not Supported
Complaint Management
Complaint Classification
Supported
Customer Complaint Tracking
Supported
Feedback Management
Supported
Issue Tracking
Supported
Routing
Supported
Survey Management
Supported
Case Management
Not Supported
Corrective Actions (CAPA)
Not Supported
Forms Management
Not Supported
Quality Assurance Management
Not Supported
Self Service Portal
Not Supported
Social Media Monitoring
Not Supported
Customer Service
Alerts / Escalation
Supported
Knowledge Base
Supported
Live Chat
Supported
Performance Metrics
Supported
Self Service Portal
Supported
Surveys & Feedback
Supported
Appointment Management
Not Supported
Call Center Management
Not Supported
Email Management
Not Supported
Queue Management
Not Supported
Social Media Integration
Not Supported
Virtual Assistant
Not Supported
Workflow Management
Not Supported
Help Desk
Automated Routing
Supported
Customizable Branding
Supported
Document Storage
Supported
Email Integration
Supported
Interaction Tracking
Supported
Multi-Channel Communication
Supported
Real-time Chat
Supported
Self Service Portal
Supported
Service Level Agreement (SLA) Management
Supported
Alerts / Escalation
Not Supported
Community Forums
Not Supported
IT Asset Management
Not Supported
Incident Management
Not Supported
Knowledge Base
Not Supported
Known Issue Management
Not Supported
Live Chat
Not Supported
Multiple Brands / Products
Not Supported
Network Monitoring
Not Supported
Ticket Management
Not Supported
Issue Tracking
Dashboard
Supported
Escalation Management
Supported
Issue Scheduling
Supported
Task Management
Supported
Assignment Management
Not Supported
Issue Auditing
Not Supported
Knowledge Base
Not Supported
Project Management
Not Supported
Recurring Issues
Not Supported
Scheduling
Not Supported
Live Chat
Canned Responses
Supported
Offline Form
Supported
Proactive Chat
Supported
Screen Sharing
Supported
Third Party Integration
Supported
Website Visitor Tracking
Supported
Customizable Branding
Not Supported
Geo Targeting
Not Supported
Transfers / Routing
Not Supported
