Supporting Features

A great contact center leverages all the crucial tools to bring convenience for your agents, or your customers. The features include Knowledge base, collaboration, reporting, screen-sharing and many more.

Knowledge base

A place where information is organized, processed, searched within the organization to share information and collaborate on errands.

Why Cention?

Collaboration

Maintain productivity on a constant level while reducing the time needed to search for any required solution to customer queries.

INTERNAL COLLABORATION

Agents can collaborate and work together with other agents within the company to solve more complex problems.

EXTERNAL COLLABORATION

Agents are able to collaborate on a customer issue with the help of external experts ready to assist agents.

ERRAND STATUS UPDATE

When agents have collaborated on an errand, a collaboration icon status will be visible on the errand to notify others.

Why Cention?

Chatbot

Use intelligent chatbots, powered by machine learning to review customer data to better understand which questions to ask and what prompts to deliver.

OPERATION HOURS FOR YOUR CHATBOT

Categorize your chatbot according to the day, time, area, and department.

MAKE SURE CUSTOMERS NEVER WAIT

Let your chatbot gather information from your customers before a real agent takes over to immediately provide customers the best answers without making them wait.

Why Cention?

Reporting Feature

Enable your teams to create and execute strategies based on reliable reporting analytics available for access anytime, anywhere.

EXTENSIVE REPORTING FEATURE

Generate reports based on what your business needs. Have access to predefined reports such as average handling time, closed errands, organization overview or even create customized reports.

TRACK BUSINESS PERFORMANCE

Gain access to all data to monitor and evaluate every completed and ongoing task making it easier to measure KPI and SLA fulfilment from every area of your business. Therefore, you can enhance your business strategy planning.

SCHEDULE REPORTS

Managers and supervisors are able to select any time period they wish to view and generate reports on time.

EXPORT REPORTS

Generate reports to directly view and download them as PDFs or spreadsheets all in real-time ready to be evaluated for future business decision making process.

Why Cention?

Co-browsing

Reduce handling time by getting a real-time look at a customer’s screen and solve customer issues easier remotely.

Why Cention?

Screen-sharing

Implement a more personable and visual engagement approach towards customer support.

RESOLVE CUSTOMER ISSUES IN REAL-TIME

Screen share with customers to provide real-time solutions while guiding the customer through the problem-solving process.

MAKE MORE SALES

Agents may use screen sharing to assist customers in understanding how your products or services might help them, increasing the chances of a sale being made.

IN-DEPTH PRODUCT WALKTHROUGH

Guide and walkthrough of your product with your customers step by step.

Auto-answer

Enable auto-answer by providing a faster way to answer customer calls. Calls are routed to an agent where agents will be notified before calls are automatically answered.

Translations

Provide service and customer support across the globe in over 40+ languages. Regardless of how a customer chooses to engage, agents will automatically receive messages in their preferred language. It is easily configured to continually iterate translation.

Speak to customers on every channel in their preferred language. Live translation removes language barriers and lag times from conversations, so interaction unfolds
naturally in a way that works for both parties.

Walk the talk.

Book your demo slot today.