Customer Journey Tracking

Stored customer contact history, to aid routing and add context

At a Glance

Customer Journey Tracking
Keeps data for all contact sessions of all media types
Customer Journey Tracking
Drives intelligent routing decisions
Customer Journey Tracking
Provides context for agent during customer interaction
Customer Journey Tracking
Complete view of journey for reporting and analysis

About Customer Journey Tracking

Softdial Contact Center™ (SCC) keeps a record of all conversations and interactions across all media types between each customer and organisation, including any transcribed recordings of voice calls, tracking the customer journey as relationships are built.

This customer journey tracking can improve service delivery by:

  1. informing responses and routing decisions
  2. equipping agents in-session
  3. feeding analytics and reporting.

As relationships are built between customer and organisation, SCC stores all information in a history database. This database becomes a gold mine which can be leveraged to provide the customer with a first class service and therefore securing brand loyalty.

1) Informing responses and routing decisions

Chatbots, IVR and routing logic for inbound customer contact sessions can use insights provided by customer journey data to customise responses and routing. For example:

  • to send a personalised response
  • to route to a specific queue, e.g. one dedicated to high value customers, or complaint handling.
  • to route to a specific agent with the most appropriate skills or knowledge, or a previous relationship with that particular customer.

Customers are often more comfortable dealing with agents they have interacted with before, so a particularly successful agent can be specified as the preferred route, adding a personal touch, and making a successful outcome more likely. And this relationship benefits the agent too, making work more rewarding.

Once a match has been identified, the routing can be repeated for future sessions. If several of these preferred sessions are queued, they form a personal work queue for the agent.

2) Equipping agents in-session

Customer journey tracking adds context for the agent during a session, via the Agent Desktop in an area giving a view of the entire customer journey so far across all channels – what has been said, when and in what channel, the contents of previous text conversations and even transcribed phone calls.

With this context, the agent can put the customer at ease, the customer no longer has to explain the situation, and the session can be brought to a quick and successful resolution.

3) Feeding analytics and reporting

Customer journey tracking makes data available across all media channels via data feeds to external storage, or a data visualisation and reporting tool, Softdial Reporter™, enabling strategic analysis to identify inconsistencies, trouble spots and underperformance, and map out a course for improvement.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app