Ytel Expands Their Contact Center Functionality by Unifying With the Flexible Ytel CPaaS APIs

Ytel, a leading CPaaS & Cloud-Based Contact Center Software company that helps businesses engage customers using multi-channel communications, has seen the way communications have evolved over the past few years, and as a result, Ytel continues to develop products that focus to meet the needs of an ever-changing market and its users

Ytel, a leading CPaaS & Cloud-Based Contact Center Software company that helps businesses engage customers using multi-channel communications, has seen the way communications have evolved over the past few years, and as a result, Ytel continues to develop products that focus to meet the needs of an ever-changing market and its users.

“Our customers have experienced the Ytel Contact Center platform transition to a highly competitive and functional system in a few short years,” said Ytel CEO, Nick Newsom. “Our Software on top of the Ytel CPaaS API is our biggest achievement and allows for limitless growth and functionality for our customers to meet their business communication goals.”

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In 2019, Ytel’s team focused heavily on making substantial updates to the Contact Center platform. Infrastructure changes focused on placing Contact Center directly on Ytel’s robust communications API (CPaaS) creating a more seamless integration between the Ytel products, and allowing users to create the communication experience around their businesses unique customer journey. Customer self-service updates included seat and phone number management, where Admin accounts can add or remove on-demand as their business grows.

“These updates were made after collecting customer feedback and prioritizing which changes would make the experience more efficient for our customers,” said Brian Keep, Ytel COO. “Simple tasks like adding seats, phone numbers, and workflows at the customer’s convenience makes a big difference for time-saving purposes, and the self-service management model creates cost-saving opportunities for customers.”

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Ytel Contact Center now also offers a follow-up engine where users have the ability to follow-up with conversations via text, voice, and email with their contacts. For example, after a call, a follow-up trigger can send a text to that contact, notifying them of important information about the call.

“Being able to communicate with your contacts in the medium they want is key,” Keep said.

Adjacent to the updates made to place Contact Center on the API, Ytel is now offering International SMS, new User and Number Management capabilities, and a single solution platform.

In 2020, Ytel will continue to innovate its products, based on feedback from its wide customer base and grow with advances in technology.

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