Customer Journey Tracking

Stored customer contact history, to aid routing and add context

At a Glance

Customer Journey Tracking for contact centers

Keeps data for all contact sessions of all media channels

Drives intelligent routing decisions

Provides context for agent during customer interaction

Complete view of journey for reporting and analysis

What is Customer Journey Tracking?

Softdial Contact Center™ (SCC) keeps a record of all conversations and interactions across all media channels 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:

informing responses and routing decisions
equipping agents in-session
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 conversation so far – what has been said and when, 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.

Explore more of SCC’s capabilities:

All Media Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions on any media channel

Dynamic Workforce Management

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

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

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

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots and Conversational AI

Design effective automated flows or integrate with 3rd party providers