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

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

  • Contact Center as a Service (CCaaS)

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


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

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

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

  • 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 & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

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


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™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

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

  • Sytel AI Dialer™

    Best-of-breed predictive dialer; maximum performance under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

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

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

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

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app