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

Customer Journey Tracking for contact centers

Drives intelligent routing decisions

Customer Journey Tracking for contact centers

Provides context for agent during customer interaction

Customer Journey Tracking for contact centers

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:

  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 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:

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What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software

Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, 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 & 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


Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing 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™

Automation to optimise any outreach strategy

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

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

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Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

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Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


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