I work very closely with clients and prospects, and I believe this new feature will revolutionise how our client base is able to manage their contact centre automations. Giving non-techy teams the ability to build and modify workflows independently is a huge step. Whilst lots of other products on the market ‘do this’, I get feedback from clients all the time about how those automations are restricted, with limited actions and flexibility. Gnatta isn’t. We’ve taken the incredible power of our existing engine, and given it a UI that makes sense to end users.
This means our users and contact centre managers can respond to changing operational conditions – or opportunities – immediately without needing to raise a service desk ticket, schedule a call or wait for technical support. I know for me this flexibility is key, I have no interest in waiting for someone else to do something I can do myself quicker!
The whole point of this release was about useability. So it gives me great pride to say its easy to use! What a relief! Even if you’re not tech savvy, this design is so intuitive. As long as you understand your contact centre and what you want to achieve, there’s nothing to stop you getting elbow deep in how it all fits together. (I particularly enjoyed the design elements – just delightful, easy on the eye, and hopefully our users will feel the same!)
One of my favourite parts of this release are the suggestions and Templates, especially. The team have gone a step further than releasing a new UI, they’ve layered in a massive range of supporting content to help educate new users as they navigate this new, powerful tool. They make building a flow a quick, smooth process – I soon found myself getting faster with each flow I set out to achieve. And that’s me, a complete beginner! Tailor made processes to your specific needs right at your fingertips! (Instant, too – adjustments can be published in real-time).
As much as we’d all love to chat to our support team all day, I think it’ll make a huge difference to our clients to have the tools they need to have a go themselves. Being able to get into their own automations and visualise things will help create contact centres that evolve quicker, with more powerful efficiency benefits. Reducing that dependency on support opens a door that our clients have been asking about for a while.
I could write about how great I think this release is going to be all day – but honestly, you need to see it for yourself. Get in touch and take it for a whirl with a demo.
Thanks for reading,
Nina.
