Ytel Platform

Avantages

First of all, there are plenty of call center dialers out there. If you're reading this, I'm sure you're very aware of the ones that exist out there. I have personally tried them all and finally found one that I can actually rely on! When you need support or have an issue (very rare), they have an actual qualified support team IN the US! I got so tired of calling other companies support that had no idea how to use the system beside the very basic level items. Ytel support is definitely up there with their best features. To go along with it, the user interface for the agent is second to none. It makes it so much easier to train the agents and they love the look and feel of it. Most agents come from a non-technical background so ytel has made that process simple for the agents. More so than that, even the simplest admin can set up and run any campaign very easily. There is no need to have an expert set up campaigns because its just so simple!

Ytel is also always increasing their product line and helping companies vertically integrate. They integrate with companies that do what they do best and offer solutions to call centers to help them run their center better. 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! Seriously, it does not get any easier!!

Inconvénients

I know that they're working on this but it wouldn't be an honest review without at least being honest. 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. Regardless, they were able to create a fully customized solution for us in no time and it worked out great!

Avantages

PATRICK! When set up properly it is very easy to create reports and sort information in a way that makes sense. I also like that the system is led by the phone number, this makes it very easy to search ona lead. Also, if there is something you would like to see a certain way, they will build it for you and make it "pretty"

Inconvénients

There is no quick way to get list information to make changes on the fly. If it was easy to quickly know how m,any leads are in each list and when a list was ready to reset or how much has been dialed; life would be much easier. Going into each list to evaluate is time consuming and I have not got the same explanation on how to read the report either. Seem everyone interprets this differently. Running an export call report and sorting is also time consuming and results in a different answer each time the list resets. Not easy to figure if the list is good or not.

Avantages

Ytel is a good system to use when quality is not what matters. If you´re looking to call more contacts rather than have quality calls, this is the best dialer system to use i guess! Speedy dials! saves time!

Inconvénients

There are a few negatives to the Ytel system,for example, calls are not automatically recorded. And there is a big pause time between calls!

Avantages

They were able to get me up and running in a matter of days where I was waiting almost 90 days on another vendor to get my deployment done and finally started looking elsewhere which brought me to Ytel. The system is also very easy to manage especially for my agents which makes training new hires a lot easier. The outbound portion of this system is hands down the best platform I have ever used and it is blended so I can keep all my agents busy throughout the day. Also, the billing is very straight forward with no hidden fees trying to make it look less expensive than it really is.

Inconvénients

The system is great on the voice side, but right now I have to use another of their solutions to handle text and email. They have told me that their full multi channel system should be out later this year which will bring it all into 1 interface though so it's not really that bad.

Avantages

Reporting is easy to access and analyze.

Visually seeing my agents logged in and taking calls and how long they have been waiting is very helpful as well.

Inconvénients

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.