Exotel

4.3 (69)
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Full-stack customer engagement platform-CPaaS, CCaaS,Chat AI

Overall rating

4.3 /5
(69)
Value for Money
4.2/5
Features
4.1/5
Ease of Use
4.3/5
Customer Support
4.1/5

84%
recommended this app
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69 Reviews

Tapesh
Tapesh
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Best Software for cloud and virtual Telephony in India

Reviewed on 2019/10/31

Team is very helpful to setup your number and the things you needed they will understand your...

Team is very helpful to setup your number and the things you needed they will understand your requirement.

Pros

Their marketplace is the best thing that i used with the software everything is pre-default and its great along with easy to use. Just like plug and play services.

Cons

They are not providing services out of India so we have to manage multiple options for Indian customers and for other countries customers.

Verified Reviewer
Overall rating
  • Industry: Package/Freight Delivery
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

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

Product with great options

Reviewed on 2019/10/21

Exotel has been a key to connect with customers and also keep data privacy intact. We use it as a...

Exotel has been a key to connect with customers and also keep data privacy intact. We use it as a help line for our delivery partners and they also are able to connect with multiple agents with just a single help-line number. Exotel, is a great product for service industry.

Pros

Data security is key to our organization and Exotel has helped us a lot in achieving the same. We have been using exotel to help our delivery partners connect with customers. Exotel helps bridge that gap by keep the customer contacts anonymous.

Cons

Even if our agents are busy on some other call, it does not tell you a busy tone. You as a caller, will still hear 'ringing tone' and if no one answers your call, you will feel that the call was not pickedup. While in reality, all the agents were busy hence, the call was not even connected at all.

Alternatives Considered

CallHippo

Reasons for Switching to Exotel

I have used it before in my previous organisation. Hence, it was an easy choice for me.
Prasanna
Overall rating
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

My take on Exotel

Reviewed on 2019/10/23

It's been pretty good. Reaching support is a bit of a challenge. However we could sort out our...

It's been pretty good. Reaching support is a bit of a challenge. However we could sort out our issues after a quick visit to your offices in Bangalore.

Pros

We liked how easy it was to setup the whole process. We felt that the UI & UX was amongst the best in the cloud telephony space.

Cons

There are a couple of issues with the way reports are generated. There are a lot of call drops-we are unable to figure out why we have so many abandoned calls though there have been free agents. Would love it if there could be some kind of timing mechanisms set up to figure out how long the customer had to wait before connecting to an agent. Would certainly help us and other clients with improving our own SLAs.

Surya
Overall rating
  • Industry: Education Management
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Exotel Feedback

Reviewed on 2024/11/14

Pros

We’ve been using Exotel for our customer support and communication needs, and it has been a fantastic experience. The platform is incredibly reliable with clear call quality and minimal downtime, which is crucial for our business. The setup process was straightforward, and the integration with our CRM and other tools has made it easy to manage customer interactions from one place.

Cons

While Exotel offers reliable call quality, I’ve found the platform can sometimes be difficult to navigate, especially for new users. The user interface feels a bit outdated, and it can take some time to figure out how to access certain features.

Puvinthan
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

A Good Product with a Lousy After Sales Services

Reviewed on 2022/01/21

The after sales services from Exotel is horrible. If any of you planned to purchase the product be...

The after sales services from Exotel is horrible. If any of you planned to purchase the product be very sure that you only purchase it 1 time at 1 go. If you wanted to add-in, you will have to wait for ages to get your request done. All of the customer support only be nice when you are a new customer. Thereafter, you are invisible for them. No call, No email or No Chatting can help you. A good product under a lousy customer service support.

Pros

1. Very easy to use and monitor your calls
2.

Cons

1. It has to do some presetting by installing a 3rd party software, prior using the number through the software

Alternatives Considered

RingEX, CloudAgent and Twilio

Reasons for Switching to Exotel

The rate is very affordable and trusted the use will be easier with good after sales support. But the other way around happened and experienced.
Mohamed
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Excellent Product so far with little hiccups

Reviewed on 2019/10/21

Pros

Ease of Use is awesome, i didn't need anyone's help to create and customize the product.
Most of the features expected from the telephony company is present and with such ease of using it.
Call recordings how the call was routed and who picked up the call what happened to call everything was present and with much user-friendly interface

Cons

I hope they solve the interconnectivity between the different service providers. There was a lot of issues with voice when agents used airtel. voice is a huge issue sometimes we will not be able to hear voice clearly

Alternatives Considered

Freshcaller

Reasons for Switching to Exotel

Ease of use and since its on the cloud, not fear of connectivity issues if internet goes down
Saurabh
Overall rating
  • Industry: Education Management
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Exotel Review

Reviewed on 2024/11/14

Pros

Very Good In use easily call history available.

Cons

Some time date not easily we set to find call recording.

Pooja
Overall rating
  • Industry: Education Management
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

User friendly Interface, easy to access dialer

Reviewed on 2024/11/26

Had a great experience with exotel, good User-friendly Interface, easy to access dialer, very...

Had a great experience with exotel, good User-friendly Interface, easy to access dialer, very useful to track calling and call recording to audit and process improvement

Pros

User friendly Interface, easy to access dialer

Cons

Nothing, all the features are very well and smooth working

Jaydeep
Jaydeep
Overall rating
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

Good Product but No Support from Post Sales Team

Reviewed on 2022/11/21

Best at Sales worst after post sales

Best at Sales worst after post sales

Pros

Product look and feel and its configuration setup

Cons

No Support from top to bottom team members post sale. Very worst experience once the payment is done to the company. To much depended on FAQ's and no actual support

Rohan
Rohan
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

A good Call forwarding tool

Reviewed on 2019/01/25

The calls were taken care of.

The calls were taken care of.

Pros

Exotel is a good tool to have vritual landline numbers and forward the calls to mobiles. Also, calls can be forwarded easily and SMS is available too.

Cons

The Exotel app is very crude and needs a serious re-design.

Kiran
Overall rating
  • Industry: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

The Best IVRS & Call Masking Solution with Easy config

Reviewed on 2023/03/09

Pretty impressive,Am using exotel platform from past 5 years in Bundl technologies it has give a...

Pretty impressive,Am using exotel platform from past 5 years in Bundl technologies it has give a lot of options on Apps,& Other categories which are very important on UC.

Pros

Easy way of App Customization,Call Connectivity,App Features,Exophone Number purchasing options,

Cons

Exotel would need to give more details to the administrator on who created the App, Co-worker complete activity with the search option

Ankit
Overall rating
  • Industry: Automotive
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Review for Exotel

Reviewed on 2023/03/09

our overall experience is good, Team is very supportive to resolve our all issues on time.

our overall experience is good, Team is very supportive to resolve our all issues on time.

Pros

Exotel is a good tool for making inbound and outbound calls. It's very easy to use and user friendly.All the required features are available in the tool.

Cons

Reporting feature can be improved more for end user customer.

Ashish
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Exotel Review

Reviewed on 2023/02/21

Overall experience is very good. easy to use.

Overall experience is very good. easy to use.

Pros

Easy to use and makes call. easy to track daily activity.

Cons

Maximum call fall under DND . call landing over the phone delay time is bit heigh

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Exotel: Enabling hassle-free handling of your Inbound contacts

Reviewed on 2022/05/17

Overall, We are happy with the basic functionality of this tool. It solves our purpose. Inbound...

Overall, We are happy with the basic functionality of this tool. It solves our purpose. Inbound lead handling has been optimized to a great extent.

Pros

Exotel is mainly used by our Inbound Marketing and Customer Support teams. The most likable feature of exotel is that it is very easy to set-up. You will not need any formal training to design the workflows on this. Secondly, pricing of the product is reasonable for any small and medium sized business. Lastly, the recording and voice quality of the calls are crystal clear. This helps in training the callers in an efficient way.

Cons

Even though, Exotel has a very easy on the eye platform, It lacks in advanced features. Firstly their analytics feature is very basic. The excel that you import does not provide the wholesome picture. Secondly, it would be great if we could integrate it with our CRM tool. Competitor of Exotel do have integration features.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Good call management system

Reviewed on 2022/09/02

It's been good but could be better.

It's been good but could be better.

Pros

It provides recording and call-logs which I use significantly and this is what I like best.

Cons

It does not have single sign-on and i could not find a way to record out-going calls.

Mayank
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Best cloud telephony solution

Reviewed on 2022/08/12

Pros

Great pre and post sales support. Easy to use solution and can handle complex requirements

Cons

New features and products launcher wrt to market needs

Alternatives Considered

Infobip

Reasons for Choosing Exotel

Poor support

Switched From

Knowlarity
Senthil
Overall rating
  • Industry: Banking
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Very worst customer support

Reviewed on 2022/06/21

The worst experience ever had

The worst experience ever had

Pros

The company has grown, they treat their clients like beggars we have to raise the issue and wait for 2 day to explain their issue to them. After that they take another 2 days for finding the solution and another 3 days for resolution. Customer support is pathetic, account managers are useless

Cons

We get billing error from a matured so called technology driven company !!!

Verified Reviewer
Overall rating
  • Industry: Education Management
  • 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

Fantastic Platform

Reviewed on 2019/10/21

Education Admission and Placement Related Calls in Institution

Education Admission and Placement Related Calls in Institution

Pros

Ease of use and Easy follow up on all calls received, Never miss a single call

Cons

During Several attempt by callers, calls are assigned with little interval of time.

Anchal
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

A excellent tool for communication!

Reviewed on 2019/10/21

It has been great so far. Product is bug free and support is super quick and easy to access.

It has been great so far. Product is bug free and support is super quick and easy to access.

Pros

- Exotel has helped us build a reliable connection with our customers over voice & SMS.
- Exotel allows a personalised experience for the customers over voice calls. Tracking, managing and building call flow is pretty easy.
- It has excellent features like multi-level IVR, call recording, call routing, call analytics, etc
- No hardware required
- Phone number masking is the best feature of this software
- Excellent support from Exotel team

Cons

Nothing I can think of / encountered during the usage in the last 2 years

Siddhaarthan
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Review for Exotel

Reviewed on 2019/10/21

I would really appreciate the experience with Exotel so far. Nothing to complain and u guys do a...

I would really appreciate the experience with Exotel so far. Nothing to complain and u guys do a great job.

Pros

A very reliable platform to ensure all your calls are properly tracked and recorded. And really helpful support team who are always quick to respond. As a startup founder I am really thankful for the Exotel team for providing support for startups with free trial and economical charges after the trial.

Cons

The UI and UX is not very approachable. Yes it is simple but certain things you definitely need assistance to get it done.
Integrations like Zoho CRM and the likes are a bit costly, I understand that there should be a monetary element for any company to sustain but it would be great if this issue could be addressed.

Asif
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Ezetap Oboarding Experience

Reviewed on 2019/10/21

I configured and setup exotel to Ezetap with the help of reps who was very much helpful and the...

I configured and setup exotel to Ezetap with the help of reps who was very much helpful and the flow that we designed and the applets that was available just worked brilliantly.

Pros

UI is most user friendly and the applets just works flawlessly

Cons

Waiting for SMS approval was a pain, had to followup multiple times to get it approved on a last minute request, but yes work used to be done with your support Ninja's help

Prince
Overall rating
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Nice and Easy to Operate

Reviewed on 2019/10/21

It's very easy to operate and such user friendly. I can delegate anyone from my team to make...

It's very easy to operate and such user friendly. I can delegate anyone from my team to make changes through Exotel pannel and not much of a training is required.

Pros

Ease of use - I can delegate anyone from my team to make changes through Exotel pannel and not much of a training is required

Cons

Nothing specific as of now; since I haven't faced any problems

Mandar
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Good Service

Reviewed on 2021/09/23

Pros

UI Friendly Dashboard, Easy Reports and Logs

Cons

Sometimes wrong status, API Response time is less

Ramesh
Overall rating
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Easy to setup, Value for Money but packed with couple of minor/medium issues

Reviewed on 2019/10/21

Pros

Easy to setup and build workflows, value for money,

Cons

When I call customer support for help, they insist on writing an email... I think they could create ticket based on the problem explained over the phone and send a mail with ticket details.

Another major concern is quite frequently there will be problem in incoming or outgoing in some or other region.

The console is not very user friendly, When you have more number of users and groups, to add an user to newly created group you will have to scroll down endlessly to the bottom of the page to find the group which is newly created

Pramod
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Good Service & easy to use

Reviewed on 2019/10/21

it's good experience using this software

it's good experience using this software

Pros

Dear Team,

I am an user of exotel since year it's easy software to use and really very useful as well tremendous support from support team

Cons

easy to use , and helpful to generate the leads

Alternatives Considered

Norton AntiVirus

Reasons for Switching to Exotel

na