Ytel Platform Features

Ytel Platform

Awarded Outbound Contact Center Software (24/7 U.S. Support)

3.9/5 (21 reviews)

Ytel Platform Feature Summary

  • Monitors contact center calls
  • Call recording
  • Call results
  • Transfer calls to specific agents
  • Callback scheduling
  • Campaign specific caller ID
  • Contact management
  • Lead capture
  • Lead management
  • Open API
  • Integration with Salesforce, SugarCRM and Zendesk
  • Real time agent reporting
  • Inbound campaign reporting
  • Queue priority routing
  • Automatic call distribution
  • Integrated online reporting
  • Customer profile creation & management

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API (123 other apps)
Activity Dashboard (55 other apps)
Automatic Notifications (46 other apps)
CRM Integration (56 other apps)
Call Monitoring (51 other apps)
Call Recording (75 other apps)
Call Reporting (48 other apps)
Call Routing (55 other apps)
Call Transfer (55 other apps)
Caller ID (54 other apps)
Chat (69 other apps)
Conferencing (65 other apps)
Instant Messaging (53 other apps)
Live / Video Conferencing (46 other apps)
Monitoring (49 other apps)
Receiving (47 other apps)
Reporting & Statistics (49 other apps)
SMS Integration (44 other apps)
Third Party Integration (66 other apps)
Voice Mail (48 other apps)

Competitor Feature Comparison

Mobile apps

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Ytel Platform Feature Reviews

20 reviewers had the following to say about Ytel Platform's features:

Anonymous
( company, 1001-5000 employees)

An excellent program that scales up well with our company, increasing calls and efficiency.

2018-05-06

Pros

This has been an excellent experience, with a UI that's easy to use and full of features.

Cons

We experience minor delays when hanging up with callers but the delay is so minimal we never notice.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Benjamin Cheng

Ytel Review

2018-08-15

I'm pretty disappointed and dissatisfied with its overall functionalities and user ability.

Pros

The fact that it does not require a hard phone set up.

Cons

Customer support was not helpful, reports are dirty, and lots of dropped calls

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Brianna Mejia

Not good enough

2018-12-14

It is not our company's money worth.

Pros

I like how I can see who is on break, online, offline, etc.

Cons

I cannot listen to live calls without it sounding funny.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Stomel

Tried Many Call Center Solutions, None of them come CLOSE to Ytel!

2016-06-03

Pros

For example, I know first hand that they are working on an integration with a company called Call Criteria to easily integrate a third party quality assurance solution into their system!

Cons

The one item that is lacking for a very advanced user like myself is their reporting. Even though they are open and actually customized a report for us that we were able to use, it didn't come out of the box like some other system.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Ytel Platform

Don't get sold by other companies about them saying that their software is better because X, Y, and Z. To be honest, a dialer is a dialer and its the support, user interface, and dialing options that make a call center robust and dynamic. Fortunately, Ytel has it all when it comes to evaluating the dialers. Others out there are missing that proper user interface, or better yet, don't have the uptime that Ytel does! I can't tell others how many times my dialer went down. You'd think, they way they sell and promote their software, that this never happened; however, I can tell you first hand that it does. For the last 2+ years I've been on Ytel, I think I've been down for a total of 5 minutes and that was when we should have been off the phones anyways. Honestly speaking, the others are lots of smoke and mirrors, Ytel is really the only one that is complex enough when you need it and easy enough to navigate making the whole process easy!

Source: Software Advice
Helpful?   Yes   No
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Andrew Bryant

Good Customer Service, Very sharp learning curve

2018-08-21

Generally, I have had a decent experience with Ytel. The tech support people have been really helpful across the board, although sometimes, I need them to explain things a couple times because they have a tendency to speak over the layman's head. Admins really need to be able to learn on the fly because of the number of variables that need to be accounted for in running a full campaign

Pros

Reporting is easy to access and analyze.

Cons

The no. of variables associated in order to make multiple campaigns run efficiently becomes cumbersome. The lag time waiting for a screen to refresh is too long.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Sara Zemrak

Ytel Review

2018-08-15

Pros

The reporting features in ytel are great and very helpful

Cons

It takes multiple calls to have a call picked up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Tyler Joseph

By far the BEST outbound features on the market

2016-06-08

Pros

I have a call center with just over 100 agents and we do heavy outbound dialing.

Cons

I would really like them to build out their admin mobile app so I can have better analytics on the go.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Ytel Platform

If you're evaluating call center software I highly recommend you to demo X5. It's got all the bells and whistles and they have a great team.

Source: Software Advice
Helpful?   Yes   No
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Anonymous
(Hospitality company, 1001-5000 employees)

So easy to use and it's all in one platform!

2018-08-15

They are responding to the message and returning the calls.

Pros

I like how easy it is set up and deploy a new campaign.

Cons

My dream would be to allow the system to run over a set amount of time with the budget allowed. Currently I need to start each day and let it run. I'm sure there is a reason for this but it's a dream to have it run each day on it's own.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Hades Zaman

Good software overall, but they don't monitor their server well

2017-06-28

Pros

They are mostly a vicidial rebranding, but the UI is much more easy to use than vicidial.

Cons

Once, our server was full of recordings and had zero disk space.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Holly Depies

Patrick Deserves a PLATINUM metal !

2016-08-03

I pulled reports, loaded lists ect and though transferring to Car Guardian would be similar.

Pros

When set up properly it is very easy to create reports and sort information in a way that makes sense.

Cons

Running an export call report and sorting is also time consuming and results in a different answer each time the list resets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Ytel Platform

I downloaded you app and it looks great! Adding the Dialable leads would be very helpful. If a user needs or want to quickly check in on the dialer this would be very helpful

Source: Capterra
Helpful?   Yes   No
Read more
Brian Popko

Patrick is the BEST!

2016-08-03

He was patient and helpful through the entire process of setting up the call center.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
David Skaar

Easy to use, great features and the support is fantastic

2016-06-03

Pros

The reports provide more than enough information to monitor and analyze productivity down to the agent level.

Cons

It would be nice to get some additional notifications when they do their updates or fixes.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Ytel Platform

Get a demo of the system if you haven't already. You really need to see it first hand to realize how simple it is to use.

Source: Software Advice
Helpful?   Yes   No
Read more
Mike Goodpaster

Great Support and Product

2018-02-16

Pros

Easy to set-up, very quick support, and all you need in a call center.

Cons

There are not automated emails in the system at all. The custom fields could be a bit more user-friendly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Steven Jones

Great call center software which has helped us grow our company

2016-05-11

Pros

With the X5 Cloud Contact Center our connection rates have increased significantly all while lowering our abandoned call rates. This has created much more revenue which has allowed us to quickly grow our company.

Cons

Not a whole lot so far. It really has blown away several past providers I have used.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

10/10

Recommendations to others considering Ytel Platform

I would say to give them a call and let them show you what the system has to offer. The biggest factor that set them apart from their competitors is the fact that they actually own their own network as opposed to using a third party to connect the calls. I was skeptical at first that this really mattered, but since being on their network I really have noticed a huge difference in our connection rates. The sound quality has also been top notch. Also, one of their pitches is that since they do own their own network that they are able to monitor their network 24/7 which insures the most possible uptime, which has proven to be true as well. I have never had any downtime since signing up.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Facilities Services company, 51-200 employees)

Full of issues

2018-11-14

Pros

I don't really like anything about this software.

Cons

Their support is awful and will blame every issue on your network or computers even before they know any details on your pc or connection. Calls get crossed with other lines sometimes.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Alana Camp

Simple Made Hard

2018-08-15

Pros

The software offers many different reporting features.

Cons

The software is difficult to navigate, lacks clear instructions, and frequently breaks. Support is minimal help and often gives conflicting information.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Jared Robison

Good but lots of issues

2018-08-16

Overall experience has been so-so. Dealing with the constant buggy issues can be frustrating. Support is also very unhelpful at times and blames everything on the internet connection even when that is clearly not the issue.

Pros

The vast amount of configuration options and extensive reporting

Cons

Very buggy and requires navigating to multiple pages to complete a simple task such as assigning a phone number to an agent.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeremy James

Excellent product with more features than described

2016-02-08

Although they do offer SimpleDial, as described above, X5 maintains advanced reporting capabilities and calling features.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
John Smythe

Finally a robust system that doesn't take a PHD to run

2016-05-20

Pros

The system is also very easy to manage especially for my agents which makes training new hires a lot easier.

Cons

The system is great on the voice side, but right now I have to use another of their solutions to handle text and email.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering Ytel Platform

Make sure your support is going to be handled in house and preferably in the same country as you do business in. Also, make sure there are no hidden fees in your bill. Before switching to Ytel I thought I had a very cheap price on my previous vendor but with all the hidden fees for things like recording ports, channels etc. I ended up paying way more than expected. Ytel had a very straight forward billing that made it easy to understand.

Source: Software Advice
Helpful?   Yes   No
Read more
Jimmy Calderon

Great Service!

2018-09-05

Its been Great!

Pros

easy to use. compared to other phone services Ytel is definitely Top!

Cons

n/a everything works great. simple to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more