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Complaint Management Software

Cention

Omnichannel customer service software that handles every contact channel in one system with chat bots

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About Cention

Cention is customer service software that brings all contact channels into one system. Agents see a full history of each customer's communication, whichever channel it came through.

Chat bots work next to human agents, and conversations can be handed over with their history intact.

What Cention offers

  • Omnichannel handling — all channels managed together.
  • Customer 360 view — complete communication history per customer.
  • Bots and agents together — transfers between bots and people keep the full record.
  • Automatic routing — errands sent to the right queue, agent or bot.
  • Collaboration — external and internal help can be brought into a case.
  • Reports module — statistics across the service operation.

Who it works with

Organisations whose support teams deal with customers over many channels.

Profile written by TrustList from the business's own published information, Oct 2026.

Categories & features

  • Automated Routing
  • Call Logging
  • Call Recording
  • Survey Management
  • Call Center Management
  • Interactive Voice Response (IVR)
  • Call Scripting
  • Inbound Call Center
  • Manual Dialer
  • Complaint Classification
  • Customer Complaint Tracking
  • Issue Tracking
  • Alerts / Escalation
  • Knowledge Base
  • Workflow Configuration
  • Email Integration
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Service Level Agreement (SLA) Management
  • Web-Based, Cloud, SaaS
  • iPhone / iPad
  • In Person
  • Live Online
  • Documentation
  • Business Hours
  • Online
  • 24/7 (Live Rep)
  • Third Party Integration
  • Task Management
  • Dashboard
  • Reporting/Analytics
  • Routing
  • Self Service Portal
  • Website Visitor Tracking
  • Interaction Tracking
  • Surveys & Feedback
  • Canned Responses
  • Customizable Branding
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Android
  • Transfers/Routing
  • Real-time Chat
  • Social Media Integration
  • Document Storage
  • Live Chat
  • Knowledge Base Management
  • Remote Access/Control
  • Queue Management
  • Feedback Management
  • Ticket Management
  • Escalation Management
  • Issue Scheduling

Rankings

As of 2026-10-05. Organic ranks only; sponsored placements are never ranks.

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