Cention

Communicating over online media such as E-mail, Chat, Facebook and SMS has put new demands on Contact Center's. To maintain efficiency and quality, new tools and processes need to be implemented. Cention Contact Center gives you everything you need. With a powerful Workflow system all your queries, no matter what channel, will be routed to the right operator or group and responded to according to the SLA level. Our comprehensive Reports and follow up component will show you your performance in real time. Automate parts of your Workflow to provide answers for operators to just verify and send with a single keyboard stroke. As companions to Workflow, there are tools for self-service like the QuickAsk search engine, which helps your clients to find answers online. Follow up the Workflow with Outbound campaigns. Use our Segmentation feature to extract a set of clients that have corresponded on certain criteria, make personalised send-outs to them using Outbound.