Ytel's New Cloud Contact Center Software Makes a Major Impact

By Meenakshi Shankar, TMCnet Contributor

Ytel, a fast growing full service telephone carrier, launched version 2.0 of its Cloud Contact Center software.

This new version is noted to bring a completely redesigned administrator interface; new agent screens optimized for today’s Web technologies, and upgraded call-processing software which improves the amount of calls the system can deliver to agents.

“With this version, our goal was to make a major impact on the end user. By asking actual call center agents what tools they needed to make their job more efficient, we identified 5 simple features agents wanted and made sure our new interface delivered those features,” Nick Newsom, chief executive officer at Ytel said in a statement.

Version 2.0 allows its users to now have access to improved real time reporting, with the ability to customize reports to meet business objectives. Users now have a choice to pick and choose key metrics for sales departments, customer service centers, direct response inbound call tracking, and the ability to customize their own reports. More advanced users can skip the point-and-click interface and digest a real time XML feed for advanced analysis of data.

Also, in the latest version, Ytel has enhanced its networking equipment and carrier connections to improve access to the Public Switch Telephone Network (PSTN). Ytel has proprietary systems in place to increase call completion to aged data. The result is more connected calls, which can dramatically improve the sales and performance of an organization, emphasized a company official.

Cloud Contact Center version 2.0 is quicker and easier to use, indicated the company based on the feedback from its clients. Clients of Ytel are also seeing higher contact percentages from their data.

The Ytel Cloud Contact Center is now available in three versions which includes: LITE – for organizations that wish to make outbound calls only; PRO – for organizations that wish to handle both inbound and outbound calls with advanced call handling; and ENTERPRISE – for organizations that want access to highly customized call center software.

Call Centers of all sizes can now have access to advanced call center features within hours of signing-up, compared to purchasing legacy systems from other more traditional vendors.