Features Driving Success

Everything you need to optimize your contact center

Meet the X5 Agent Interface

100% Cloud-Based

A solution that enables a seamless integration. It’s the perfect option for at-home and multi-location business models.

Real-Time Agent Reporting

Gain insight into metrics, including call completion and agent efficiency for performance optimization while lowering cost.

Call Recordings

Transcribe and index uploaded audio/ video files efficiently in minutes, using our advanced speech-to-text technology.

Open API

Our API integrates with 100 industry-leading software providers that harness the powerful technology you need.

Ready to talk to our Sales team?

Turnkey Features

Cloud Contact Center delivers everything you need to propel your business forward. Customize the features you want, and we’ll build the ones you need. Whether your contact center is inbound or outbound, these core features are designed to optimize the entire process for your business.

Call Dispositions

Call Dispositions

Custom Web Pops

Custom Web Pops

Agent Chat

Agent Chat

Built-In Softphone

Built-In Softphone

Dynamic HTML Scripting

Dynamic HTML Scripting

Custom Data Fields

Custom Data Fields

Pause Code Tracking

Pause Code Tracking

Call Tracking

Call Tracking

Agent Lead Search

Agent Lead Search

Inbound

Utilizing advanced features such as automated call distribution (ACD), skill based routing, dynamic queuing, advanced list management, and other key features. Ytel engineers work directly with each customer to build a tailored X5 Cloud Contact Center solution that meets every business need.

  • After Hours and Overflow Routing
  • Agent and Dept Hosted Voicemails
  • Automatic Call Distribution (ACD)
  • Automatically Call Back Queue Abandons
  • Custom Agent Audio Prompts
  • Custom Greetings and Hold Music
  • Direct Agent Phone Extensions
  • Inbound Call Filtering
  • Inbound Campaign Reporting
  • Inbound Color Notifications
  • Local, Toll and Vanity Numbers
  • Queue Priority Routing
  • Skills Based Routing
  • Voicemail to Email
  • Wait Time and Hold Time Options
  • Web Based IVR Editor

Blended Contact Center Technology

A blended approach gives you the ability to take on inbound and outbound calls through a centralized cloud contact center. A solution that works seamlessly together to maximize efficiency, increase agent productivity, and improve key performance indicators (KPIs).

Outbound

It comes down to a science when you’re trying to achieve industry leading stats, especially in terms of answer percentage. Our system analyzes your contact center’s performance and guides you on the best ways to improve key performance indicators (KPIs).

  • Agent or Campaign Callbacks
  • Alternate Number Dialing
  • Answering Machine Detection
  • Area Code Caller ID (ACCID)
  • Custom Recycling Rules
  • Custom Safe-Harbor Settings
  • Custom Transfer Presets
  • External and Internal Call Transfer
  • List Override Options
  • Manual, Preview, Progressive, Click to Call, Power and Predictive Dialing
  • Multi-List Dialing
  • Outbound Campaign Reporting
  • Outbound Lead Posting
  • Percentage Dialing by List
  • Prerecorded Answering Machine Drops
  • Real-Time Lead Posting with Instant Calling

Built-in & Fully Integrated Payment System

Give agents access to payment details for all past payments while providing customer service support that is relative to payments made through any channel, supported by the Velocity Payment System.

  • Credit card & ACH processing
  • Real time & scheduled payments
  • Customer profile creation & management
  • Transaction search functionality
  • Bill lookup & payment stored payment methods
  • PCI, CACHA & HIPAA Compliant
  • Integrated Online Reporting

Get ballpark pricing on X5

Popular Integrations

We built X5 knowing that the power of this solution isn’t simply defined by the capabilities it can do on its own, but what it can do with the other tools your business relies on. X5 integrates with over 100 CRMs, in addition to other popular software solutions.

One-click post data to CRM | Auto-update CRM after call disposition | Click any phone number in CRM to dial in X5 | Synchronize CRM with lists in X5

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Advanced Reporting at Your Fingertips

Let's Talk About X5