Name: Ytel
Price: 500 USD
Rating: 6.6 (3 reviews)
Author: Ytel

Help Desk

Web and Video Conferencing

Customer Support

AI Development

Continuous Integration

Cross-Browser Testing

PHP Frameworks

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Environmental, Social, and Governance (ESG)

Knowledge Management

Enterprise

Accounting

CTRM

Financial Planning and Analysis (FP&A)

SaaS Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Job Board

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

AIOps

Application Server

Cloud Management

Cloud Storage

Container Security

Cybersecurity Consulting

Data Center Backup

Data Center Cooling

Database-as-a-Service (DBaaS)

DevOps

Embedded Database

Enterprise Service Bus

Fraud Detection

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Managed DNS

Managed Security Service

Mobile Data Security

Network Performance Monitoring

Requirements Management

Software Composition Analysis (SCA)

Unified Communications Monitoring

Value-Added Resellers (VARs)

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Advocacy

Ecommerce Personalization

Email Deliverability

Email Marketing

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales Incentive Compensation Management

Sales

Virtualization Security

Security

Apparel

Healthcare Learning Management

Mental Health

Practice Management

Text Analysis

Vertical-Specific

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Ytel has proven to be a valuable tool for beginner call centers, offering a user-friendly and easy-to-learn dialer system. Users have praised its simplicity and suitability for those new to the industry. However, some users have encountered difficulties during the setup process, finding it to be wonky and not very fluid. This has led to unanswered questions about certain features and settings, ultimately resulting in discontinuing the use of the service. Despite these challenges, Ytel has been utilized on a daily basis by one user who monitors screeners and records every call that comes in and goes out. 

While Ytel has generally provided a decent experience for users, some have expressed dissatisfaction with its overall functionalities and user ability. There have also been concerns about the pricing, with some users feeling that Ytel did not offer enough value for their company's investment. However, users have appreciated the support they received from the tech team, even though there were instances where technical jargon required layman's explanations. Admins using Ytel have found it crucial to be able to learn on-the-fly due to the numerous variables involved in running a full campaign.

One notable feature that received positive feedback is Ytel's Ringless voicemail capability. Users have reported successful results with this feature, which allows them to reach customers through another touchpoint and achieve higher open rates on emails. Additionally, a user from a large contact center recommended Ytel's X5 Cloud Contact Center for its advanced reporting capabilities and comprehensive calling features. Despite occasional challenges during setup, users found the support team helpful in addressing their questions and providing the necessary assistance.

Easy to Use and Learn: Several users have found the Ytel system easy to learn and navigate, with most features being self-explanatory. They appreciated the user-friendly interface at the agent level, which required minimal training to understand and use effectively.

Efficient Call Handling: Many reviewers praised the Ytel system for its speedy dials, allowing them to save time and call more contacts. They also liked the auto-dialer feature and automated message for voicemail pickup, considering it a valuable tool. The ability to link the software with their company phone system and set it up on an automatic dialer was another aspect that users appreciated.

Comprehensive Reporting Features: Users were impressed with the ease of access and analysis provided by Ytel's reporting features. They found it helpful to visually see agents logged in, taking calls, and how long they had been waiting. The availability of various reporting options was also well-received by customers who found them great and very helpful in monitoring performance.

Ytel is a call center software offering from Ytel.

Short Code

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

NiCE CXone Mpower

Ytel

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

YTel Predictive Dialer Demo for Likes Local and comF5 mobile App Sales

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Ytel

Overview

What is Ytel?