Intelligent Routing for a Better Experience.
Categorise, prioritise and assign work automatically, ensuring the right customer is answered by the right agent at the right time.
In Gnatta, every interaction is automatically added to a queue based on your criteria, whether that’s the content of the query, the channel they’ve used, or something else.
Once added to a queue, every interaction will be assigned a priority level based on what’s important to you. These work in real time to ensure they’re always accurate and are fully configurable.
When an interaction is at the top of your priority list, it will automatically be assigned to a user in the relevant team. Teams can be based on channels, skillsets, or whatever else you need.
Use the tool trusted by customer service experts across industries, with a track record of bringing crucial efficiency savings, time and time again.
Each users’ capacity can be managed by total number of queries they can work at once, or capacity by channel. This means every agent is always at their most efficient.
Through integration with your systems, every interaction comes to the advisor with all the data needed to solve it as quickly as possible.
We all know customers combine email, webchat, telephony, and more to get in touch. That’s why Gnatta offers a single customer view as standard.
Routing is the key to a successful contact centre; if you’re answering the right customer at the right time you’ll be creating the best experience possible.
That’s why we offer real time dashboards so you can see your queues, your SLA’s, and your agent performance.Analytics