# Cention Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Cention Software - reviews, pricing plans, popular comparisons to other Customer Service products and more.

Source: https://www.capterra.com/p/179156/Cention-Contact-Center

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# 

 Cention Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

Cention

## What is Cention?

With Cention you can: \* 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 external and internal help with our Collaboration feature \* get full statistic coverage with our Reports module

## What is Cention used for?

[Customer Service](https://www.capterra.com/customer-service-software/)[Call Center](https://www.capterra.com/call-center-software/)[Complaint Management](https://www.capterra.com/complaint-management-software/)

Top alternative

Featured

Overall rating

Based on 13 user reviews

Reviews sentiment

Positive

\-

Neutral

\-

Negative

\-

Starting price

$49

Per User, Per Year

Free trial  
available

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## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### Cention

4.2 (13)

VS.

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting Price

$49

Per User, Per Year

Starting Price

$15

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.2 (13)

Ease Of Use

4.6 (1,733)

Value For Money

4.2 (10)

Value For Money

4.6 (1,487)

Customer Service

4.7 (13)

Customer Service

4.7 (1,506)

## Cention alternatives

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

[4.2 (983)](https://www.capterra.com/p/113540/Bitrix24/reviews/)

Starting price

$61.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

82%

of reviewers

rated it above 4 stars

[4.5 (816)](https://www.capterra.com/p/136189/Salesforce/reviews/)

Starting price

$25.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

91%

of reviewers

rated it above 4 stars

[4.5 (2,211)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Starting price

$20.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Email Management

3.6 (5)

40.00% of 5 reviewers that rated this feature as important or highly important

Manage, store and organize emails within the system or via third-party apps

Queue Management

4.0 (4)

50.00% of 4 reviewers that rated this feature as important or highly important

Monitor wait time and abandonment for incoming requests that have not been routed

Support Ticket Management

5.0 (4)

50.00% of 4 reviewers that rated this feature as important or highly important

Allow customers/users to submit support queries and service requests

Alerts/Escalation

2.0 (3)

33.33% of 3 reviewers that rated this feature as important or highly important

System alerts about the need to escalate an issue or request

Automatic Call Distribution

2.3 (3)

33.33% of 3 reviewers that rated this feature as important or highly important

Distribute/route/connect calls

Call Center Management

4.3 (3)

0.00% of 3 reviewers that rated this feature as important or highly important

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Cention 119 features

Define levels of authorization for access to specific files or systems

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and document all activities across devices, networks, and other systems

Agents can view and manage all customer requests and interactions.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Software program that continuously adjusts its behavior based on observed data

System alerts about the need to escalate an issue or request

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Application programming interface that allows for integration with other systems/databases

Assign issues and tasks based on availability or required skills

A record of all activities within the system, including user access, changes made, etc.

Tickets are automatically assigned to specific agents based on predefined rules

Distribute/route/connect calls

Create and automatically send premade copy in response to customer messages

A call center that both makes and receives calls

Track and manage schedules and meetings via an integrated calendar

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Collects essential call data such as call origin, call destination, call length, and other transaction details

Listen to live phone conversations for the purpose of training and assessing agent performance

Record the audio of phone conversations for quality assurance purposes

Track and report on all incoming and outgoing calls

Sends voice calls to a specific queue based on predetermined criteria

Provide agents with a typical response for common call subject matter

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Transfers live calls to other agents

Schedules callback times

Identify the number and contact information of a caller before answering the phone

Shortcuts for inputting frequently used messages

Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process

Communicate using direct chat or messages within the system

AI-based platform which conducts a conversation via auditory or textual methods

Provides a channel for team members to share media files, communicate, and work together

Leave comments and notes on documents for others to view

Computer-telephony integration is the use of computers to manage telephone calls

Configure existing workflows to meet your organization's needs

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

Manage, organize, and store contact information

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Track customer complaints from initiation through resolution

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Access previous interactions or concerns to maintain customer relationships

Tool to send questionnaires to customers to gauge feedback

Add customized logos and colors to align with company branding

Customize data fields to support various needs and use cases

Alter the layout and content of reports

Pre-designed layouts that can be customized to match preferences and requirements

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Import and export data to and from software applications

Store and organize documents in a centralized system

Assemble applications and processes by dragging over and arranging pre-built components

Manage, store and organize emails within the system or via third-party apps

Pre-made examples and templates for emails

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Public or private sharing of digital files such as documents, audio/video, images, and more

Managing service requests, incidents, IT issues & support with a ticketing system

A call center that primarily receives calls, typically customer service focused

Organize, prioritize, and manage incoming communications

Track interaction history by documenting conversations for contacts

Inspecting the issue resolution process for compliance with related systems and regulatory guidelines

Identify and respond to unexpected problems or failures (ie. "negative events")

Schedule and assign issue completion dates and/or times

Record and follow the progress of every issue

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Tracking the status of previously identified performance measurements

Boards that use custom metrics to show how leading performers compare to other individuals/teams

Ability to chat online in real time

Agents choose who to call and when

Access software remotely via mobile devices

Observe and track the demand, usage, progress or quality of a system, product, or user

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels

Form to collect visitor contact information when live chat isn't available

A call center that primarily makes calls, typically sales focused

Organize and manage the accomplishments and development of employees or performance of applications or systems

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Arrange tasks based on the level of priority or urgency

Copy on the page or chat window encouraging the user to engage with the chat option

Streamlining repetitive tasks and activities through automated and predefined workflows

Systematic evaluation of various aspects of a project or service to prevent defects or issues

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Monitor wait time and abandonment for incoming requests that have not been routed

Analyze and gain insights into data in real-time

Engage in direct, instant messaging with consumers

Receive data and information in real time

Active monitoring of systems, applications, or networks

Notifications that are delivered to users as soon as an event occurs

Active reporting of data and metrics

Receive system updates as soon as any changes are made

Set an issue to repeat

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

View and track pertinent metrics to find patterns and gain insights from data

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Plan daily routes to optimize employee scheduling and provide directions

Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work

Record and save a video file of what is happening on a computer screen

Digitally share screen view with others

Search and filter data across systems to locate required information by entering keywords or certain criteria

Online portal through which end users can access the system, manage tasks, or obtain information

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Set and monitor service level agreements to ensure timely response and resolution

Allow users to access multiple services after entering their login credentials once

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Allow customers/users to submit support queries and service requests

Track the status of support tickets/escalations as they move through the service queue

Create and administer polls and surveys

Gauge satisfaction and receive information for improvement and success

Attach digital tags to documents and assets for identification, search, or monitoring purposes

Create, manage and track all task activities and progression

Track the status and progress of tasks

Set up connections to third-party platforms to improve business processes

Track, manage, or resolve user requests and IT incidents/issues

View messages sent by both parties during the chat conversation

Transfer queries and organize messages between agents

Connect with meeting participants remotely over video

Computer-based system that allows users to send and receive voice messages

An extended application or connector that enables users to perform additional services with their current set of tools

Create, design and manage workflows for repetitive tasks

Get Advice

We can help you find the software with the features you need.

Features

4.2 (13)

4.2

Based on 13 reviews

## Pricing

Value for money

4.2 (10)

Free Trial

[View pricing plan details](https://www.capterra.com/p/179156/Cention-Contact-Center/pricing/)

Communicate plan

$49.00

Per User,Per Year

Omnichannel plan

$79.00

Per User,Per Year

Value for money

4.2 (10)

4.2

Based on 10 reviews

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## Support, customer service and training options

Customer Service

4.7 (13)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.7 (13)

4.7

Based on 13 reviews

## User reviews

Overall rating

4.2

Based on 13 reviews

Filter by rating

5(6)

4(6)

3(0)

2(0)

1(1)

Mentioned topic

Sorted by most recent

Dino B.

Chat Bot & System Specialist

Retail

### "Review from system service owner on behalf of Rusta AB"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

October 20, 2023

Overall i would say 4/5 due to some lack in previously mentioned deparmtents. We have also started incorporating Cention to other departments at our organisation.

Pros

How easy the UI is, fast replies from support when it's needed, it has all the functions needed for smooth errand handling along with great functions that make life easier.

Cons

Sometimes the potential bugs/problems take too long to fix. I also feel as if some deployments maybe weren't fully tested or thought through which leads to bugs/small errors that maybe wouldn't have been there if deployment was delayed some longer time to fully test. Departments in same system groups could use some looking into in order to make it easy to for example get 2 separate errands when on CC and not having another feature be dragged down by it.

Reasons for choosing Cention

No comment here.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

ST

Soleil T.

Marketing Manager

Computer Games

### "A true omnichannel experience for the gaming community"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

October 20, 2023

Pros

By leveraging a single platform that integrates various communication channels—such as knowledge base, self-service options, online chat, phone, email, and social media support—we can enhance productivity and efficiency. This consolidated approach ensures players have a dedicated space to seek resolutions swiftly.

Cons

Adding marketplace channels such as Shopee or Lazada because gaming companies are also into merchandise selling.

Reasons for choosing Cention

Cention provided a single pane of glass for our player communication enabling us to respond to their concerns seamlessly and effectively,

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

HL

Hanna L.

Customer Service Centre Manager

Apparel & Fashion

### "Review "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

October 21, 2022

Super nice support and service

Pros

Easy to use, nice statistics and the function to impost statistics to Excel

Cons

The search function does not work optimal. Some searches gives 0 hits, even if we know that it should give us an answer. It would be nice to have many tickets open at the same time

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

ES

Ebba S.

Team Leader KICKS Customer Service Nordic

Retail

### "Working with Cention is great "

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

February 11, 2022

We are very pleased.

Pros

It’s easy to use, but the customer service is great. Out of this world :)

Cons

We experience technical issues sometimes when it comes to errands and queuing them.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

CÖ

Cecilia O.

Customer Service Agent, Facilitymanager

Banking

### "Only using Cention for Email and text messages"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

February 8, 2022

We only use Cention for Email and some text messages and that is working fine.

Pros

It is easy to learn how to use it. And you get quick feedback when you need help

Cons

At little too narrow scrollbar. And when a customer emails several emails with attachments, it is difficult to open the attachments in a simple way.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

RJ

Rune J.

Team Lead

Internet

### "Does what it needs to"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

February 7, 2022

Pros

The clean and clutter free design, doesn't try to do everything badly, but does what it needs to good.

Cons

The frequency that it bugs by being slow or inaccessible

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

MP

Maria P.

Customer Relations Specialist

Cosmetics

### "A reliable and effective errand handling system!"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

7/10

February 7, 2022

Pros

We have used Cention for about 10 years now! (...tried another system at one point but quickly switched back to Cention.) Cention is easy for the agents to use and as an administrator you can set it up pretty much as you want. Cention has all the features we need when it comes to errand handling. The architecture of the system really suits us. The statistics tools are great and the Cention support team is super attentive and friendly.

Cons

The biggest issue is the lack of visual design ambitions, and that "mobile usage" (our customers mobile usage) isn't top of mind when developing new features. Regarding the live chat, it doesn't feel new and "fresh" even when new features are presented. I really, really like Cention, but this might be a deal breaker! (As I mentioned - NO problem with the features, "just" the design. It feels a bit outdated.)

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

OK

Ole Kristian S.

Project Manager

Information Technology and Services

### "Using Cention soely for email queues"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

7/10

February 7, 2022

Learning to set up queues and to modify them as needs are changing is fairly easy. The cooperation with support team is also very good, and they often develop new features based on our feedback and needs.

Pros

We use Cention solely to organize our incoming email from several shared mail boxes. With this software it's really easy to create queues that high lite the urgent and critical emails that need to be handled first. With this software we can be use fewer resources to be on top of the workflow and never miss an important email

Cons

The report module could be more flexible and are missing the opportunity to make a report based on the domain of the incoming email.

Reasons for choosing Cention

Ease of use and quick implementation

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AD

Aida Darlina A.

Manager

Logistics and Supply Chain

### "Pharmaniaga's Review on Cention"

1.0

Overall Rating

1.0

1.0

Ease of Use

1.0

1.0

Features

3.0

3.0

Customer Service

1.0

1.0

Likelihood to Recommend

2/10

September 10, 2021

Overall, we are not satisfied with the service provided by Cention Malaysia. We have started to use the system in January 2021 with hope it provides solution and improve our service through omnichannel platform. Unfortunately, until now we are still facing with unresolved issues. Whenever there’s an issue, there’s no updates / status from your team unless being asked or followed-up and there seems to be no permanent solution.

Pros

OMNI channels that integrate all communication channels and has many features. For reporting, the reports are detailed, displayed in graphs and easily downloaded in other formats. The call recordings are also easily downloadable for Call Quality Evaluator.

Cons

1\. System Layout – not friendly user, screen too small / cramp esp. when replying errands, insert table, agents having difficulty in restoring pop-up screen for an errands while doing a call, delayed loading when view from Outlook. 2. Delay and problems with telephony & softphone integration – problem after another in the earlier stages. Recently, the system sent email blanks which is still happening. Current issue is agent cannot click / pick up answer icon (grey colour) which is still happening from time to time (since July – after softphone integration) 3. Although there were UATs and trainings done in phases, implementation was unsuccessful due to issues / problems and ongoing developments or rectifications being done 4. Service Level for calls not achieved since January 2021 (due to above issues) – we have requested for official investigation and currently pending from Cention Malaysia

Reasons for choosing Cention

Features and pricing

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

IF

Ian F.

Communicator

Consumer Goods

### "A review of Cention"

5.0

Overall Rating

5.0

5.0

Ease of Use

3.0

3.0

Features

3.0

3.0

Customer Service

5.0

5.0

Likelihood to Recommend

7/10

August 26, 2021

Average

Pros

The customer support. And the tagging system.

Cons

The messy interface. The search options and the absence to directly connect different errands.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/179156/Cention-Contact-Center/reviews/)

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