Integrations on Cention Contact Center Platform

Applying CRM Integrations to your business infrastructure enables uninterrupted communication flow and streamlined business processes. The integration creates a seamless connectivity between CRM software and other third party applications. Instead of simply retaining customer information from manual entries with your CRM, the integration enables customer information to flow directly into your CRM.  A study done by Salesforce shows businesses that…

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Collaboration on Cention: A Seamless Working Experience

Answering and solving incoming queries can be unnerving especially when agents are faced with unfamiliar questions from customers. Especially if the contact center lacks the ability to promote collaboration between agents. In 2015, an ICMI study found that 73% of contact centers predicted the complexity of customer contacts to increase significantly. With that in mind, the Collaboration feature on Cention…

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Customer Service Quality: In Times of Crises

2020 has seen a rocky start for the customer service industry. The Covid 19 pandemic outbreak has become one of the worst crises we have faced in history. It has brought upon a massive disruption on the economy, with businesses forced to take sudden measures to salvage what they can from total annihilation. Incidentally, it also brought upon a sudden…

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Reports and Data on Cention: Optimizing Work Performance

In any business, one of the main objectives is to keep customers coming back for more. This means that customer experience must be kept at optimum level at all times. Faster and quality response to customer queries has been the key that holds excellent customer journey. To ensure performance level can be maintained at all times, Cention's Reports and Data…

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External Expert Integration with Slack

External Expert Integration with Slack There can be too many conversations going on within an organization at the same time, while keeping track of them can be messy and confusing. With that in mind, Slack was launched in 2014 as a collaboration platform startup. Now, the massively popular communication platform has an impressive tally of 12 million active daily users…

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