Ytel Releases X5 Cloud Contact Center Platform

Ytel, a provider of cloud communications software, has released X5 Cloud Contact Center, a blended (outbound and inbound) communications platform that incorporates features that are fully customizable, supported by a company owned certified network, and 24/7 Smart Support.

The multichannel communication software gives agents both inbound and outbound capabilities in multiple mediums that work seamlessly together. It can also dynamically move agents between skills to address fluctuating call volume resulting in increased productivity and customer satisfaction. Unlike on-premise contact centers there is no need for additional hardware, IT support, or specialized training. X5 is intuitive enough that it requires less than 30 minutes to train agents and supervisors.

Features include:

  • The ability to scale instantly up or down from five to 1,000′s of agents.
  • Optional predictive dialer.
  • A completely redesigned administrator interface with drag and drop widgets.
  • Wizards to speed campaign setup.
  • A turnkey solution for at-home and multi-location business models.
  • Support for email and text messaging.
  • Ability to go live in 1-3 business days.
  • 24/7/365 Smart Support.

X5’s advance features include predictive dialing, automated call distribution (ACD), skill based routing, dynamic queuing, and advance list management. Ytel engineers work directly with each customer building a tailored X5 cloud contact center that meets every business need. In addition to on-demand features, X5 has over 100 integrations with software companies such as Salesforce, SugarCRM, Infusionsoft, and Zendesk.

X5′s technology allows agents to respond proactively to customers by leveraging business workflows to schedule and automate outbound follow-up communication flows including the ability to:

  • Schedule follow up calls for sales orders, service calls, and more.
  • Turn Key Press-1 to be called back.
  • Automatically follow-up on abandon customer calls.
  • Assign interactions that need to be marked for future follow up.