# Cention Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Cention the right Customer Service solution for you? Explore 13 verified user reviews from people in industries like yours to make a confident choice.

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

---

Cention

4.2 (13)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

* * *

Last updated March 13th, 2026

# Reviews of Cention

Ease of use

4.2

Customer Service

4.7

## Showing most helpful reviews

Showing 1-13 of 13 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Dino B.  
Chat Bot & System Specialist  
Retail  
Used the software for: 2+ years

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

October 20, 2023

4.0

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.

Reason for choosing Cention

No comment here.

Review Source

MP

Maria P.  
Customer Relations Specialist  
Cosmetics  
Used the software for: 2+ years

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

February 7, 2022

4.0

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

ADA

Aida Darlina A.  
Manager  
Logistics and Supply Chain  
Used the software for: 6-12 months

### "Pharmaniaga's Review on Cention"

September 10, 2021

1.0

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

Reason for choosing Cention

Features and pricing

Review Source

GF

Gabriella F.  
Customer Service Manager  
Retail  
Used the software for: 2+ years

### "Cention at Stadium"

January 20, 2020

5.0

We use Cention for all our customer interactions via email, Facebook, Instagram and also to register all our phone errands. The latter is possible thru an integration with our phone system. We handle approx 400000-500000 customer contacts in Cention and it makes us have everything in one place as well as full control over our customer interactions. Their support is outstanding and their willingness to improve their system based on their customers needs is what makes them not only a supplier but a true business partner.

Pros

It's easy to use and has very sophisticated features. I like that they offer the possibility to brand our emails in a very professional way as well as being able to download our entire member database into the system for a better customer experience. In the soon 8 years that we've used the system we've never had any down time which make this a very stable and reliable software. I like the attitude of the company, that they value feedback and change requests from their customers and all because they want to be offering the features that their customer actually need.

Cons

I think they could take their report functionality from good to great by offering a module that can make at least simple analysis such as being able to compare a period last year with the same period this year.

Review Source

OKS

Ole Kristian S.  
Project Manager  
Information Technology and Services  
Used the software for: 2+ years

### "Using Cention soely for email queues"

February 7, 2022

4.0

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.

Reason for choosing Cention

Ease of use and quick implementation

Review Source

ST

Soleil T.  
Marketing Manager  
Computer Games  
Used the software for: Less than 6 months

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

October 20, 2023

4.0

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.

Reason 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

IF

Ian F.  
Communicator  
Consumer Goods  
Used the software for: 2+ years

### "A review of Cention"

August 26, 2021

5.0

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

CÖ

Cecilia Ö.  
Customer Service Agent, Facilitymanager  
Banking  
Used the software for: 2+ years

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

February 8, 2022

5.0

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

HL

Hanna L.  
Customer Service Centre Manager  
Apparel & Fashion  
Used the software for: 2+ years

### "Review "

October 21, 2022

5.0

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

SE

Sophanna E.  
CX Advocate  
Cosmetics  
Used the software for: 1-2 years

### "Great software for customer care"

December 13, 2019

5.0

We faced a fast growing number of direct messages on social media and email. When looking at different solutions we fell in love with Centions approach to communication and true OMNI-channel. Their easy-to-use interface, fully integrated knowledge bases and to be able to know that they support every channel that we are planning to expand to makes Cention a perfect match for us.

Pros

Easy interface but advanced functionality. It has everything we need to grow and communicate with our customers. Great real-time reports and a support that goes the extra mile to help us.

Cons

Nothing so far. It took a little bit time to setup the knowledge base but once in place it works perfect.

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

We were not satisfied with the product.

Review Source

RJ

Rune J.  
Team Lead  
Internet  
Used the software for: 2+ years

### "Does what it needs to"

February 7, 2022

4.0

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

ES

Ebba S.  
Team Leader KICKS Customer Service Nordic  
Retail  
Used the software for: 2+ years

### "Working with Cention is great "

February 11, 2022

4.0

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

SG

Silvia G.  
Customer Service and RMA Manager  
Computer Hardware  
Used the software for: 2+ years

### "Easy to use tool"

December 17, 2019

5.0

It's an easy to use tool for the team, all in one for emails and chat, it provides full visibility of agents activities and historical data. Support is fast and helpful too when required.

Pros

It's easy to use, full control of Admin side for the set up, extensive range of reports available, web based tool accessible on the go.

Cons

If some features aren't available it may take until the next release to have them, if they are on scheduled to be released. Not easy to integrate with in-house CRM.

Review Source

Similar Products

Featured