Intelligent Routing for a Better Experience

Categorise

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.

Prioritise

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.

Assign

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.

The Result:

With Gnatta managing your entire routing, your agents can put 100% effort into talking to your customers.

Use the tool experts trust

Use the tool trusted by customer service experts across industries, with a track record of bringing crucial efficiency savings, time and time again.

computer monitor surrounded by speech bubbles

Capacity Management

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.

Easy Access Data

Through integration with your systems, every interaction comes to the advisor with all the data needed to solve it as quickly as possible.

A Single Customer View

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.

Complete Automation with Complete Transparency

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