Routing customers to agents, seamlessly.
Categorise, prioritise and assign inbound contacts to your customer service agents automatically - 100% handsfree. No more cherrypicking.
First, gather data
Telephone IVRs Chatbots Integrations
The crucial precursor to a truly intelligent routing workflow is building rich, contextual information around the query, and the customer. Whatever the channel, Gnatta will aim to collect as much data as possible before routing to an agent.
Next, sort and prioritise
Real-time Escalations
Gnatta will intelligently sort contacts into channel queues in real-time – prioritising by sentiment, topic and any other data collected about the query. Then layer in escalation logic, so that the longer an interaction is in your queue, the more important it becomes (and the sooner it’ll be assigned to an agent).
Lastly, a human agent
Skills Volume Caps
Set your agents skills to make sure they only get work they’re trained to handle, and fine tune their total and per-channel volume caps to make sure they’re never overstretched. Then let Gnatta fill up their personal work radar with interactions selected from the queues they’re skill-mapped to – at last, no more cherrypicking.
Your agent workspace
The Gnatta user interface is carefully designed to minimise agent strain, and help them work through their interactions with as few clicks as possible. With a full chronological history of the interaction across channels, 3rd party communications, previous agents and notes, they’ll have everything they need to provide a top-notch service.
Book Demo
Queue monitoring
Keep a keen eye on your queues in real-time with live data dashboards and a brand new reporting suite. Filterable in every way you can imagine, to truly lift the bonnet on your contact centre.
Monitoring Tools
Spam filtering
Don't fill up your agent radars with spam or no-reply contacts - filter it out. Running a 'comment' competition on social? There's a rule for that. Bot got hold of your website form? Got it.
Back-Office
Simple config
We'll help you plan and design your routing decisions, and then implement it for you with clicks-not-code config that can be ready in a day. 100% handsfree.
Support
Get a demo.
A no-strings, 30-minute tour of the product. See it in action.
Check pricing.
We’re competitively priced and proud of it. See how we measure up.
Gnatta is trusted by brands across the globe - here's a few.
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