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Cention Contact Center Review

1

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Very good

Revainrating 4 out of 5  
Rating 
4.0
Customer Service, Contact Center Software

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Description of Cention Contact Center

Cention can help you: • handle all your channels in one system with pure OMNI-channel support • get a full 360° view of all your customers communication, including complete history • have chat bots working side by side with your agents with seamless transfers and full history • route all errands to the right queue, right agents and right bots automatically • get help internally and externally with our Collaboration feature • get full statistic coverage with our Reports module

Reviews

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Type of review

Revainrating 4 out of 5

Great product - difficult integration process

We had several issues with our call center, but I would say that the best part of this software is its ability to integrate seamlessly into your CRM system. It took us some time during implementation to get everything working correctly; however once we did it was easy for new agents to learn and use. The interface could be improved by having more fields available without requiring them to scroll through so many options at one time. Our main goal here was to cut down on hold times and improve…

Pros
  • Easy integration between cision contact centre &amp Superdesk
  • Very user friendly UI good support from reps who know their stuff : )
Cons
  • Not sure if agent tracking works properly when using Call Manager