The X5 system is extremely user-friendly and very well formatted. As a high-volume call center, we require speed, precision, and various custom functions due to the nature of our business. The user-friendly aspect really helps play a part in my training of new employees, as they are able to jump right in and utilize the system. Any custom functions we have requested were created and implemented in the same day. I am thankful for Brandon, Derek, and everyone in support who never fail to answer questions, walk me through new functions, and overall have treated us as family. Review collected by and hosted on G2.com.

Depending on our bandwidth and number of active agents, the system would sometimes take a bit longer to link calls. Again, I believe this was more of an internal error on our end more than the system. Review collected by and hosted on G2.com.

Being a startup you wear many hats, and in the industry we operate in we function out of several cumbersome technologies that are all very time consuming to administer. Due to being spread incredibly thin and scattered (nature of a startup), timely customer support and account management can make or break any given day in which you operate. Ytel consistently and quickly responds to your needs and are thorough in solving any issues you may be faced with. I couldn't thank Kevin and the team over there enough for the patience and critical support. Thanks guys! Review collected by and hosted on G2.com.

There are a LOT of moving parts and it is all completely custom. If you get complex in your operation, it's very time consuming to construct, and if there is something off causing an issue it can become difficult to discover the problem or resolve (thank goodness for their support). It's a necessary evil that typically comes with particular business models such as ours. I believe reporting could be cleaner as well, and a live dashboard of your call center statistics that could be displayed to our reps on the floor would be helpful. The inbound and outbound call beep sound. I also dislike the way inbound calls come into the user interface (a ding and connected call). It would be nice to have the inbound calls function like a regular phone by ringing and allowing you to accept the call should you choose to. Review collected by and hosted on G2.com.

There are PLENTY of options out there for call centers. From the big gorillas like Five9 and inContact to the smaller players like Ytel, I've tried them ALL. I can tell you HANDS DOWN, the best contact center software that exists is Ytel's X5 Cloud System. Agents will tell you the exact same thing and their opinion should matter too.

When agents login, it gives them the ability to choose their campaign that they need to dial on. What goes on behind the scenes is where the money really is. The dialer and back-end system are so in sync that there are literally no issues between the two. Ytel just never goes down. The support is probably the best support I've ever seen. Whenever you have an issue, they are on it immediately! Never go unnoticed -- even if you're a smaller customer. Their technical integrations are top notch as well. Tons of custom programming if necessary. They will go out of their way to make sure their solution works for you which is rare in this day. I really couldn't ask for a better dialer and all-in-one solution that they provide. Take a visit to their office one day and see the culture that they provide to their employees. Everyone is so happy there its a great change. For a call center company to treat its employees this well, you know they're definitely on to something good! Review collected by and hosted on G2.com.

If I could say one thing I dislike its that they don't offer in all-in-one QA service kind of like Call Criteria. They really need to get that integrated at some point! Review collected by and hosted on G2.com.

With the x5 my team is able to place a lot of formerly manual tasks in auto pilot and focus on results. We tried several other industry big name dialers and none matched the dialing speed and the admin/reporting functions of Ytel's x5 cloud contact center. For us our favorite feature of the dialer is the AMD or Answering Machine Detection. This feature runs in the background and detects answering machines then leaves an audio message of your choosing. This x5 feature alone has increased our productivity by more than 25%. We are proud to be part of the Ytel family. Review collected by and hosted on G2.com.

The mobile app available for x5 admin dashboard is a great feature that I can imagine many uses for, however it could use a lot of work. Review collected by and hosted on G2.com.

I like the UI and how easy it is to set up and train personnel. Everything is on one dashboard and the technology is fast and user friendly Review collected by and hosted on G2.com.

More in depth reporting or custom reporting features. I would like to also export to a BI tool to create my own reports. ROI is good Review collected by and hosted on G2.com.

We have been able to get a lot of custom work done with Ytel to get the system operating the way we need it to. We especially like the API access we have to do further custom work in-house using real-time data from the system. Review collected by and hosted on G2.com.

We would love to have more extensive API control. I'm sure it will be introduced in the future. Review collected by and hosted on G2.com.

I used this software when I worked for telecommuting company. I liked the fact that it was easy to log in and navigate. Review collected by and hosted on G2.com.

Sometimes the system would crash if there were to may agents logged on at once. Review collected by and hosted on G2.com.