Genesys Cloud Call Tracking Solutions Call Tracking Solutions

Solutions

Call Tracking For Genesys Cloud

Call tracking

See every customer Touchpoint.Improve every Conversation.

Straticom’s call-tracking solution closes the gap between digital and voice. By linking phone calls to individual customers and their onsite journey in Genesys Cloud, businesses can finally see which web sessions became direct calls – eliminating blind spots, reducing perceived drop-offs, and driving smarter performance decisions.

The Opportunity

See a customer's full journey.
No missing pieces or guesswork.

Building complete and accurate customer data drives stronger campaigns and performance. Intelligent call tracing fills the gaps in a customers journey and provides a complete journey view for a buisness.

Complete Customer Data

There is nothing more valuable to a businesse than accurate and complete customer data. Fill in the gaps with direct customer to call links- connecting the whole journey in a single view.

Indepth Campaign Metrics

Accurately attribute calls and completed goals to the right campaigns, linking each call to the customers on-site journey in Genesys Cloud to measure true performance and ROI

Understand customer journeys leading up to a call.

In contact centres, blind spots in customer history lead to longer handles times, frustrated customers, and inconsistent service. Intelligent call tracing removes that uncertainty.

Faster Call Resolutions

Automatically surface caller history, previous interactions, marketing source, and priority status the moment a call hits your queue. Agents spend less time searching - and more time solving.

More Accurate Call Routing

Gain insights into a customers call intent before picking up the phone. Leverage the journey data to route phone calls accurately and swiftly, increasing first call resolution.

Why Straticom

Genesys Experts Who Optimise For Your Success

With In-house engineers dedicated to understanding the ins and outs of Genesys Cloud, our solutions leverage existing platform features to maximise your call-centre performance.

Our Call Tracking solution builds on the back of Genesys Cloud’s Digital User Tracking capability and allows businesses to gain a holistic, gap-free view of their customers’ digital journey.

This solution bridges marketing, operations and CX teams with data they can trust.

Use Cases

Maximise Value Across Every Touchpoint of the Customer Journey

Marketing Attribution

Understand which campaigns, channels, or ads drive inbound contact. Connect call outcomes directly to spend and performance

Agent Performance

Give your agents the upper hand with a clear understanding of a customers pre-call digital journey creating a personalised interaction on every call.

Content Optimisation

Identify information gaps or poor UX design by understanding where customers move from web visits to direct calls.

Customer Data

There is nothing more valuable to a business than accurate and compelte customer data. Build a strong, highvalue database with full journey views of customers.

Partners

Strengthen Your Ecosystem

Straticom’s call tracking Integrate seamlessly with: