Cention Contact Center enables a multi channel end-to-end management by unifying channels and knowledge base’s for all your interaction channels. Your agents will be empowered to deliver better communication with ease. Agent productivity is maximized and your costs are lowered.
With powerful tools that can automate parts of the errand handling, but still keep quality in your communication, the same amount of agents can handle even more errands. Re-using answers over all channels will increase productivity and create a strong corporate brand. Cention’s pay per agent model makes ROI calculation child’s play, and growing your business with Cention is pure profit.
Follow-up, find bottlenecks and make sure your customers get proper responses they are satisfied with and in the expected timeframe. With Cention you are able to, in real-time, look into how long does a customer have to wait for an answer, how many are satisfied with the reply they get, and how long have your agents spent answering the errand. You can also perform Quality Assurance and go back in time and re-check answers sent out.
Shorter training times for agents through the knowledge base
The suite is built to make the user experience a breeze. No need to give your agent an in-depth expensive training about your products, and how you want to structure your communication with the customers. Cention Contact Centre provides answers from the knowledge base and will add the corporate brand structure you want in your answers without manual work. Get new co-workers up to speed and producing great customer service in no time!
Interoperability and flexibility but still having structure
Supports full integration capabilities with your other software systems like CRM systems or your VOICE platform. At the same time Cention has the tools and structure your organization needs to follow industry standards like COPC.
Cention supports customers in over 50 countries with thousands of agents processing millions of errands every month. Cention has a proven track record of industry excellence for over 15 years. Contact Center gives your business the strategic advantage it needs.