X5 Cloud Contact Center by Ytel is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications.
The solution offers features including automated call distribution, auto-dialing, voice response and a scripting module. X5 is accessible via various mobile devices. It also offers a mobile application for iOS and Android devices.
Users have access to real-time agent reporting to generate metrics on call lengths and performance. A dashboard is provided to centralize reporting and allows users to analyze data based on customizable boundaries.
Filters are malleable for businesses to prioritize the analytics that is valuable to them while call recordings, lead reviews, and contact searches are available as standard applications. X5 Cloud Contact Center provides built-in apps through LeadBeam, VoicePath, and VoiceAnalytics.
Support is offered via phone, email and through other online resources.
Mike from Corash
Employees number: 2-10 employees
We tried a competitor for a few months, but found many glitches and issues. We switched to X5 and it was smooth sailing. Easy to set-up, very quick support, and all you need in a call center.
There are not automated emails in the system at all. The custom fields could be a bit more user-friendly.
Tyler from F9 Group
I have a call center with just over 100 agents and we do heavy outbound dialing. I needed a system that not only would be able to handle the volume I needed (at a high call ratio), but also integrate with other software that we depend on. It's user friendly, and has all the features and more that I need. AND 24/7 support and all of their agents are in the states which makes it so much easier to get questions answered quickly.
I would really like them to build out their admin mobile app so I can have better analytics on the go. I have the basic stuff for what I need, but I think there is definitely room for improvement here.
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.
David from Patriot Protection Shield
The contact cloud center makes it extremely easy to create, modify and manage calling campaigns. Ytel put a lot of thought into shortcuts that allow users to quickly make changes on the fly thereby reducing time need to manage things throughout the day. The reports provide more than enough information to monitor and analyze productivity down to the agent level.
There's not much to dislike with the product or vendor. They are constantly upgrading the product with new features. It would be nice to get some additional notifications when they do their updates or fixes.
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.
Ryan from eStomes
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!!
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!
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!
John from JS BPO Services LLC
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.
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.
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.
Steven from Leads2u
The number one concern with a lead generation company is to get in contact with potential buyers. 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.
Not a whole lot so far. It really has blown away several past providers I have used.
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.
Edward from Revleap International LLC
Employees number: 2-10 employees
There are many different options to create very custom setup. Working with the tech team to go over them can be cumbersome.
The billing system will bill you for service you do not use, and the company will not credit you. This is not the type of vendor relationship most companies want.
Hades from Eventbright Media
Employees number: 2-10 employees
They are mostly a vicidial rebranding, but the UI is much more easy to use than vicidial. They have hidden the most powerful parts of vicidial, so that's a bummer!
Their backend engineers, the network operations center, are not proactive. Once, our server was full of recordings and had zero disk space. They didn't catch it, we had to call support and wait 20 min in line. Another time our server time was 3 hours off as they did not enable network time sync in the dialer we were hosted in.
Holly from Car Guardian
Employees number: 11-50 employees
I have used YTEL with before in Mediamix's system. I pulled reports, loaded lists ect and though transferring to Car Guardian would be similar. The set up is messy and everyone on the support team has been very helpful when I call in with questions. I have spoken with Jimmy most days as well as James, I am sure they flip a coin to see who will answer my trivial questions for the day, but they are always nice and helpful! Patrick is a CHAMP! He has taken a lot of time to make sure that I don't blow anything up! I look forward to working with him as we set up a new streamlined system,
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"
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.
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
Brian from Epicenter Media Group
Employees number: 2-10 employees
Patrick was so patient and helpful, I wish every company had a Patrick. He was patient and helpful through the entire process of setting up the call center.
Jeremy from Element Sales
I work for a large contact center and we have experimented with various software providers. Our company has since switched to Ytel's, X5 Cloud Contact Center. Although they do offer SimpleDial, as described above, X5 maintains advanced reporting capabilities and calling features. I highly recommend Ytel.