8x8 Contact Center vs Ytel

Likelihood to Recommend

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.

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Jeffrey Bryan

Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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Ytel is an excellent choice for all of your cold calling needs. It allows incoming and outgoing calls to agents so sales calls are simplified.

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Feature Rating Comparison

8x8 Contact Center

Ytel

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Ytel

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Pros

Cleaner workspace with organization and efficiency at the forefront of our associates day.
Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Ytel is very user friendly.
Ytel keeps track of my employees time and makes sure their time is productive.
Ytel has EXCELLENT customer support.

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Cons

It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
Possibility of hearing the channel through audio before answering the call

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

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Reporting could be simplified a little more.
The chat function between employees needs to be updated.

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Support Rating

8x8 Contact Center 5.5

Based on 24 answers

We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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Ytel 10.0

Based on 1 answer

Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Alternatives Considered

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.

8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 employees

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We chose Ytel because of the ease of use, affordability and excellent customer support

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Forces my employees to be more productive.
Data management is simplified.
Ytel is very affordable.

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Tammy Gutierrez

Project Coordinator

US Alert SecuritySecurity & Investigations, 11-50 employees

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

—

Rating Summary

8x8 Contact Center

Ytel

8x8 Contact Center

Ytel

8x8 Contact Center

Ytel