Ytel Review

Ytel Inc.
Product:
Vendor:
Founded:
Headquarters:
Ytel
Ytel Inc.
2012
Lake Forest, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
Unknown
Cloud
Yes

Ytel At A Glance

Good: Agents can communicate with customers via text, real-time DNC scrubbing feature, native and third-party integration with CRM software.
Bad: Call whispering and call barging functionality aren't offered.
Bottom Line: Cloud-based solution that allows companies to improve lead engagement and provide better customer experience.

Product Overview

Ytel is a communication platform that empowers sales, marketing and customer service teams to efficiently manage leads and provide better service.

Agents can communicate with customers via phone, text or other communications in a single platform so they can respond to customers faster. While Ytel has a contact center solution, it also has an application program interface (API) platform that allows developers to embed calling and texting functionality into their company’s existing systems.

The software has several benefits, such as:

Features

Ytel has several inbound and outbound features, including Automatic Call Distribution (ACD), Interactive Voice Response (IVR), call queues and predictive dialing.

The skill-based routing feature can route calls to the appropriate agent, depending on their availability and role. There are also features to help companies stay in compliance, such as the time zone protection tool that shows the company’s local area code on Caller ID, as well as real-time Do Not Call (DNC) scrubbing that removes phone numbers of prospects who don’t want to be called.

Ytel has additional features that are geared toward supervisors, such as the ability to create scripts for agents, and access to call recordings and transcriptions.

In addition to phone and email, agents can have two-way text conversations with customers. Companies can have their phone numbers text-enabled, and the software supports the ability to send bulk text messages to up to 100 contacts.

Marketers can use Ytel to manage their campaigns. They can create lead nurturing workflows that automatically send texts or emails to contacts in various stages of the customer journey. In addition, they can track the success of calling and texting campaigns.

Ytel has debuted some new features, such as messaging templates, the ability to upload contacts in bulk and custom opt-out phrases. Finally, the Keywords tool allows users to create a keyword that triggers an action if a customer texts specific words (e.g., marketing promotions).

Target Market

Ytel is intended for sales, marketing and customer service teams in organizations of all sizes.

We’ve listed 10 of its clients below.

  • Big Brothers Big Sisters of America
  • CallBlade
  • Chatbox
  • Dave & Buster's
  • DelMar Advertising
  • The Health Insurance Consultants (HIC) Group
  • Lead Strata Marketing
  • Patriot Protection Shield
  • POWERHOME SOLAR
  • The YMCA

Implementation/Integration

API developers can sign up for an account on Ytel’s site, where they can also browse documentation and view tutorials. For clients who want to purchase the Contact Center software, the vendor’s Professional Service team provides customization and other implementation needs.

Ytel can natively integrate with Microsoft Dynamics CRM, Zoho CRM and SugarCRM. It has third-party integration with additional CRM software (e.g., Salesforce) and other applications, such as Slack, Microsoft Outlook, marketing automation software (e.g., GetResponse) and project management tools (e.g., Jira, Trello).

Customer Service & Support

Users can contact customer support by phone, email or live chat. Ytel also provides remote support via the TeamViewer software.

Pricing

We’ve listed Ytel’s pricing plans below.

Contact Center – With this plan, an agent license costs $99 per month, but if a company uses artificial intelligence (AI) agents, the price increases up to $1,500 per month. In addition, local phone number fees cost $1 per month, and local SMS numbers cost a half-penny per message.

Inbox – This plan includes a conversation inbox, marketing campaigns tracking and email relay features. It has the same pricing as the Contact Center plan, but with a few exceptions: The AI agent license isn’t offered, the ability to text enable numbers costs $1 per line, and having a toll-free number costs $2 per month.

Voice – The Voice plan has a free user license. U.S. domestic numbers cost a half-penny, a local phone number costs $1 per month and toll-free numbers cost $2 per month. The plan includes real-time call logs and high-definition voice quality.

Ytel also offers pay-as-you go plans and discounts for volume calls and messaging.

Shortcomings

While Ytel has call recording features, it doesn’t offer real-time monitoring tools like call whispering or call barging.

Screenshots

Ytel Inc. Screenshot 1
Ytel Inc. Screenshot 2
Ytel Inc. Screenshot 3

About

Ytel’s communication platform helps organizations become more efficient and improve customer service by empowering developers to add SMS and voice features into any application.

Since its launch in 2012, the solution has delivered more than a billion monthly messages. Ytel has received accolades such as the 2019 Great Places to Work, the 2017 Bronze Stevie Awards and Entrepreneur Magazine’s 2017 list of 360 Best Entrepreneurial Companies in America.

Send feedback or corrections to feedback@betterbuys.com.

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