Cention Library is a comprehensive collection of answers to FAQ and knowledgebase solutions. It provides customisable and fully functional online library management. It can also be used inside other Cention product components to allow operators to search these answers and include them in client correspondence though different channels.


The information can take different forms. Operators can access full answers that are ready to be sent to a client. Alternatively, the library can contain templates, ready to be used as part of the answer to an enquiry. The response is then completed manually, or from another source, such as workflow database variables. It is the perfect solution to help you to manage and present useful information to your customers and to contact centre personnel.


Cention Library delivers the information your customers really need. What can be more important than top-quality customer support? Cention Library includes a sophisticated keyword-based search engine to help operators or online visitors to find what they are looking for. Imagine, customers will be able to help themselves!

Cention Library can be used as part of

• business websites.
• corporate websites.
• private home pages.
• e-mail services.
• news services.
• e-books and informational and educational services.
• miscellaneous downloadable products.

In fact, it can be used anywhere you need to provide support to your clients.

A FAQ tree in Cention Library can be built out of one or several sub trees. You can use some parts internally, tied to certain areas inside Cention Contact Centre, with other parts publicly displayed on your web pages. Integration with your website takes place over standard protocol, using web-services or SOAP that are available in all modern programming languages.


The combination of Cention Library with Cention QuickAsk provides a comprehensive self-service facility on your website. It can be further boosted with live chat and integrated e-mail or SMS services.

Integration and administration of Cention Library is simple. Operators can easily suggest questions to the system as they answer e-mails, or they can manually insert answers that appear frequently. New entries can later be monitored and adapted by an administrator, inserted into a live library of questions and shown live on the website, or used as templates and answers within Cention WorkFlow, because who knows better than your support operators what questions your customers ask?


Questions can have a “best before date”, after which they are automatically removed, and can also have an automatic start date for all the archives in which they are present, making the library dynamic.

Cention Library can be used as part of the Cention Contact Centre, but also works as a stand-alone product.
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