Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

AI Development

Agile Development

Version Control

Development

Student Management

Education

Business Intelligence (BI)

Collaboration

Enterprise Asset Management

IP PBX

Knowledge Management

Enterprise

Accounting

Anti-Money Laundering (AML)

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Scheduling

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

Build Automation

Cloud Brokers

Cloud Storage

Data Center Cooling

Data Center Networking

Data Mapping

Data Privacy Management

Data Warehouse

Database Load Balancing

Embedded Database

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Low-Code Development

Managed IT Service

Migration

Mobile Application Performance Monitoring  (APM)

Network Performance Monitoring

Network Simulation

Platform-as-a-Service (PaaS)

Software Composition Analysis (SCA)

Value Stream Management

Workload Automation

Information Technology

A/B Testing

AI Writing Assistant Software

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Experience Management

Customer Journey Analytics

Digital Experience Intelligence

Email Marketing

Marketing Automation

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Headless eCommerce

Trade Promotion Management

Sales

Database Security

Security Orchestration, Automation and Response (SOAR)

Security

Apparel

Lease Management

Spreadsheet

Vendor Neutral Archive (VNA)

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Zendesk Suite

Zendesk

Genesys PureConnect (discontinued)

Discontinued Products

Sprinklr Service

Sprinklr

MiContact Center

Mitel Networks Corporation

Khoros Service

Khoros (Formerly Spredfast + Lithium)

Twilio

Talkdesk

LiveAgent

QualityUnit, LLC

Webgility

Avaya Infinity™

Avaya

Freshdesk

Avaya IP Office

Skype for Business / Lync (discontinued)

MiVoice Office Application Suite (Mitel Application Suite)

Enghouse Interactive Contact Centers

Ameyo by Exotel

Qualtrics XM for Strategy and Research

Sugar Sell (SugarCRM)

Microsoft Dynamics 365

Auth0

### Omni-Channel Communication
Users consistently praise Cention Contact Center for its comprehensive omni-channel communication features, which effortlessly integrate various communication channels such as email, social media, and phone interactions. The platform's ability to handle a high volume of customer contacts while maintaining centralized control over interactions has garnered positive feedback. Customers appreciate the detailed reporting capabilities, including graph displays and downloadable call recordings, which enhance the overall quality of customer service. Cention's commitment to continuously improving its system based on customer needs has solidified its reputation as a reliable business partner in the realm of omni-channel communication.

### Email Management
Users appreciate Cention Contact Center's streamlined approach to handling a high volume of customer interactions across various channels, including email, Facebook, and Instagram. The software's ability to centralize all customer communications in one platform and provide full control over interactions has garnered positive feedback. Despite some minor issues with system layout and telephony integration, users find Cention's email management capabilities to be a strong asset in effectively managing customer inquiries and ensuring timely responses.

### Customer Interaction Management
Users consistently praise Cention Contact Center's robust capabilities for managing customer interactions efficiently and effectively. The software's ability to streamline incoming emails, prioritize urgent messages, and integrate various communication channels such as email, social media, and phone calls has garnered positive feedback. Customers appreciate the centralized platform that allows for easy access to customer interactions and the control it provides over handling a high volume of contacts. The exceptional support and responsiveness of the Cention team in addressing user needs and continuously improving the system have also been highlighted as key strengths by reviewers.

### Feature Development
While users appreciate the responsiveness of Cention Contact Center's support team in developing new features based on feedback and needs, there are concerns about the lack of visual design ambition and mobile-centric approach in feature development. Some users find certain features challenging to understand, leading to confusion for the average user. Additionally, the delay in making features available until the next release and the difficulty in integrating with in-house CRM systems are areas of improvement highlighted by reviewers.

Suboptimal Search Function: Some users have found the search function to be suboptimal, with instances where searches yield zero results even when there should be answers available. This has caused frustration and hindered their ability to find the information they need efficiently.

Technical Issues with Errands and Queuing: Several users have encountered technical issues with errands and queuing them, leading to inefficiencies in their workflow. These issues have disrupted task management and impacted productivity.

Difficulty Opening Attachments: Users have experienced difficulty in opening attachments when receiving multiple emails from a customer. This has caused inconvenience and delays in accessing important information, affecting their ability to respond promptly.

Foundation

Professional

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

US Outbound

Fuze Meetings

Fuze

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Starter Suite

Pro Suite

Unlimited

Agentforce 1

Salesforce Service Cloud

Cention Contact Center

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Cention

Cention Contact Center - Reference video - With Subtitles

Reference video of Stadium AB - With Subtitles.

Reference video of Förlagssystem AB - With Subtitles

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Cention Contact Center

Overview

What is Cention Contact Center?