Yonyx

About Yonyx

PROBLEM:
Your level 1 customer support consists of largely repetitive issues, but despite constant training & investment in developing thousands of knowledgebase articles, you find it hard to deliver consistent service with high CSAT rating within your budget!

You have published all sorts of information from your portal for customer self-service but the usage is very low. Customers complain they have a hard time finding the right article and if they do find one – it is intimidating going through it while skipping over sections not relevant to them!

Is there a better way?

SOLUTION:
Yonyx provides a solution to this problem by enabling organizations to create interactive guides in the form of multimedia flowcharts. Unlike traditional call scripts used in call centers, Yonyx Interactive Guides truly provide a navigational aide to Agents – as they help customers along known resolution pathways.

When used for Internal use by the Organization, Agents see a 15% improvement in their productivity – as they no longer have to search among thousands of articles to help customers, or convert linear articles into conversation with customers. At the end of each incident, they can generate a transcript of their customer interaction with the click of a button saving precious minutes of documentation with each call.

Customers love to go through Yonyx Interactive Guides as they see information presented to them incrementally. Due to the interactive nature of these guides & the rich multimedia content each step can contain, the information is always relevant to customers and easy to follow. Organizations see a substantial increase in usage of customer self service whey they deploy Yonyx interactive guides!

To learn more, please visit http://corp.yonyx.com

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Yonyx

1. Reduction in AHT (Average Handle Time)
2. Reduction in repeat calls % - i.e. Improvement in First Call Resolution (FCR)
3. Improvement in CSAT
4. Reduction in Training Costs
5. Deflection of calls by effective customer self service

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Countries available

Australia, Canada, China, Germany, India and 2 others

Supported Languages

Arabic, Danish, Dutch, English, Finnish and 15 others

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Images

Yonyx Software - SimpleSolutionTree
Yonyx Software - Decision Network Architecture (DNA) gives flexibility not possible in decision trees
Yonyx Software - YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow
Yonyx Software - Responsive User View of guides can be embedded in an iFrame or used through Mobile devices
Yonyx Software - Yonyx OneClick Transcript captures the path traversed by a User through the guide.
View 9 more
Yonyx video
Yonyx video
Yonyx video
Yonyx video
Yonyx Software - SimpleSolutionTree
Yonyx Software - Decision Network Architecture (DNA) gives flexibility not possible in decision trees
Yonyx Software - YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow
Yonyx Software - Responsive User View of guides can be embedded in an iFrame or used through Mobile devices
Yonyx Software - Yonyx OneClick Transcript captures the path traversed by a User through the guide.

Features

Total features of Yonyx: 38

  • API
  • Access Controls/Permissions
  • CRM
  • Call Centre Management
  • Call Scripting
  • Cataloguing/Categorisation
  • Collaboration Tools
  • Computer Telephony Integration
  • Content Management
  • Customer Communication
  • Data Analysis Tools
  • Data Visualisation
  • Decision Support Systems
  • Document Storage
  • Email Management
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • Inbound Call Centre
  • Internal Chat Integration
  • Knowledge Base Management
  • Knowledge Management
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Opportunity Management
  • Performance Metrics
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Search/Filter
  • Self Service Portal
  • Support Ticket Management
  • Text Editing
  • Virtual Assistant
  • WYSIWYG Editor
  • Web-based Deployment
  • Website Integration
  • Workflow Management

Alternatives

Zingtree

4.4
#1 Alternative to Yonyx
Zingtree allows you to build no-code, interactive decision trees that help you create agent scripts, guide customers,...

Google Docs

4.7
#2 Alternative to Yonyx
Google Docs is an online word processor that lets you create and format text documents and collaborate with other...

UJET

4.5
#3 Alternative to Yonyx
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on...

Microsoft SharePoint

4.3
#4 Alternative to Yonyx
SharePoint is a collaboration & content management platform which can be used to build portals, collaboration sites, &...

Reviews

Overall rating

4.7 /5
(228)
Value for Money
4.7/5
Features
4.7/5
Ease of Use
4.7/5
Customer Support
4.8/5

Already have Yonyx?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 228
Ken
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Unbeatable Employee Guidance

Reviewed on 08/05/2020

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our...

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our help desk agents and field technicians as they work to restore connectivity and service to our customers. Their product and team are the best.

Pros

I love Yonyx overall. Their team is what I like the most. They are very helpful and receptive. Very capable people and knowledgeable.

Cons

The new navigation was a bit of a challenge for me, however getting used to the new interface it is no longer a problem. I feel it will be a benefit to everyone.

Response from Yonyx

Dear Ken

Thank you for your feedback! We appreciate your support.

Eric
Overall rating
  • Industry: Financial Services
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

As a software developer

Reviewed on 19/08/2019

I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these...

I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these APIs and the platform in general. The user interface for designing decisions trees is extremely easy to use and teach to others. The API documentation is very good too, I have worked with many companies that charge even more for their software integrations, but have terrible documentation or support when it comes to implementation. So far with Yonyx, everything has worked as we expected it to, and the resources provided to integrate from start to finish are very complete and easy to work through. I would definitely recommend to others looking for some sort of decision tree solution, with support for completely custom integrations.

Pros

Great API Documentation
Very Easy To Use
Very Easy To Train on
Great Functionality

Cons

The online dashboard
Some of the training videos could use some refinement

Alternatives Considered

Zingtree

Reasons for Switching to Yonyx

The quality of the available APIs for custom integrations.
Jamie
Overall rating
  • Industry: Consumer Services
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Yonyx review

Reviewed on 27/07/2020

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.

Pros

For the most part, this software is an invaluable tool. There are consistent errors but familiarization with the product helps to make those errors less of a problem. I use Yonyx daily for up to 150 calls a day and its the best system I've used.

Cons

I would like to be able to submit requests about specific scripting and be able to make slight edit requests as simply as touching a button and submitting the change for a request.

Response from Yonyx

Dear Jamie

Thank you for your review below. An option to provide feedback to Authors does appear below every step in every path of the script. Perhaps you may not have noticed it?

Once again, we thank you for your valuable feedback & appreciate you taking the time to share it with us!

Joshua
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Yonyx is amazing for optimizing customer call flows

Reviewed on 01/11/2022

Pros

What I liked most was that Yonyx can be customized to fit your exact needs. You can create flows to go wherever you need and be able to get the right steps to handle an issue. Being able to see reports on which areas are being used the least/most can help eliminate unused flows but also help optimize the flows used the most to be as smooth as possible. Yonyx makes it so agents can rely less on following a knowledge base and more on just having the next step to resolving an issue.

Cons

The editor to create the flow could be better with more powerful features. You can get lost very quickly when working with a very large workflow. Searching is good but that's really the only issue I ever saw with it.

TaLina
Overall rating
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Yonyx Review

Reviewed on 13/05/2023

Pros

Its a smooth system that easily allows me to complete my job functions each day.

Cons

Sometimes there can be technical issues.

Showing 5 reviews of 228 Read all reviews

Yonyx FAQs

Below are some frequently asked questions for Yonyx.

Yonyx offers the following pricing plans:

  • Starting from:
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

http://corp.yonyx.com/pricing

Yonyx has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Yonyx supports the following languages:

Arabic, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Thai

Yonyx supports the following devices:

Android (Mobile)

Yonyx integrates with the following applications:

Desk.com, Freshdesk, NetSuite, Oracle B2C Service, Oracle Service, Salesforce Service Cloud, ServiceNow, Zendesk Suite

Yonyx offers the following support options:

Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Yonyx.