Ytel: Redefining the Scalability of Contact Centers

Voice-based communication is undoubtedly the life-line of almost all contact center businesses today. However, these businesses often face scalability issues that directly contribute to customer dissatisfaction rates. Further, some of these centers have legacy systems in their infrastructure that complicates the scalability dilemma. Providing best-in-class solutions to tackle these challenges is Foothill Ranch, CA, based Ytel®, whose solutions usher in an era of software power and sophistication never before seen in a cloud contact center, which completely redefines efficiency, agent productivity, and improved key performance indicators (KPIs).“We have a dedicated team at Ytel, that focus on ‘placing the customer first’ by constantly monitoring their needs,” says Matt Grofsky, CTO, Ytel.

The company’s innovative Cloud Contact Center® platform—X5—is built to support today’s fast growing communication technologies. X5 is a complete contact center on the cloud aimed at large enterprises. It is a blended outbound and inbound communications platform that can be customized to the varying requirements of clients. With redundant sessions that transfer inbound and outbound calls over multiple data centers and carriers, the solution works seamlessly together, maximizing efficiency. Inbound calls are routed through pre-configured inbound groups like contact center agents, while outbound calls are managed by customer data filters that enable clients to achieve their goals. This helps contact centers to operate at peak performance levels while optimizing cost and providing quality customer interactions. “Our solution guarantees 99.99 percent up-time and high call completion rates on valid numbers.” adds Grofsky.

Ytel enhances X5’s capabilities with apps that integrate with the platform. For example, a plug-in system that allows customers to track sales leads. “There is also an app that allows oversea customers to interact with clients without the barriers of perfecting the ‘Neutral California accent’ that contact centers desire.” mentions Grofsky.