# 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 --- # 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. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [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 Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Cention?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.cention.com&name=Cention) ## 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. [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting Price $49 Per User, Per Year Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (13) Ease Of Use 4.1 (1,761) Value For Money 4.2 (10) Value For Money 4.2 (1,512) Customer Service 4.7 (13) Customer Service 4.3 (1,531) ## Cention alternatives [4.4 (4,079)](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 (990)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [4.5 (2,212)](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 Highest Rated [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [4.7 (1,781)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/102188/LiveAgent/) ## 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 Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## 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/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)