Teamwork Made Easy
Complex issues need teamwork. Give your agents the tools to collaborate seamlessly.
Break Down Silos
When agents work alone, customers suffer. Issues bounce between teams. Context gets lost. Resolution takes forever.
Cention's collaboration tools let agents work together in real-time. Share tickets, discuss solutions, loop in experts — all without leaving the platform.
Collaboration Features
Internal Chat
Message colleagues directly or in team channels. Get quick answers without leaving your desk.
Ticket Sharing
Share tickets with specialists or managers for input. Multiple people can collaborate on complex cases.
Internal Notes
Add private notes to tickets. Document context, decisions, and handoff information.
Workflow Automation
Automate handoffs between teams. Trigger notifications and assignments based on rules.
@Mentions
Tag colleagues to get their attention. They'll be notified instantly to jump in.
Knowledge Sharing
Link to knowledge base articles. Share solutions that worked for similar issues.
External Collaboration
Some issues need input from outside your team. Loop in vendors, partners, or other departments without giving them full system access.
- Forward tickets to external email
- Guest access with limited permissions
- Response tracking from external parties
Manager Oversight
Managers need visibility without micromanaging. See what teams are working on, identify bottlenecks, and coach effectively.
- Team activity feeds
- Workload distribution view
- Ticket review and feedback
AI Connects the Right People
Ready to work better together?
See how AI-powered collaboration can help your team resolve issues faster.