Exotel

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

About Exotel

As the emerging market’s leading full-stack customer engagement platform, Exotel delivers an industry-leading customer communication stack for distributed customer-facing teams to utilise and deliver unparalleled customer experiences.

Exotel now allows you to contextualise single customer conversations across multiple channels through a single API framework to improve customer experience metrics. It does this through its suite of cloud communication, business SMS, remote contact centres, and conversational AI capabilities. Through this architecture, businesses can embed multiple channels with digital mediums - from apps to web UI & desktop - to offer accelerated, contextual, and intelligent conversations.

From a customer communication solution, Exotel has evolved into a full-stack engagement platform through it's recent merger with Ameyo, a leading omnichannel contact center, and the acquisition of Cogno AI, a conversational AI platform.

Businesses can now have up-to-date customer context even when customers change channels during their interactions across, say the lifecycle of a support ticket, deliver lesser wait times with handy automation responding to FAQ-level queries, predict and respond to customer queries with conversational intelligence, and even triage customer queries automatically based on urgency or priority using sentiment analysis.

Exotel’s key capabilities range from remote contact center solutions, multi-level IVR, end-to-end call management, conversational AI, lead management for marketplaces, to listen-whisper-barge for supervisors. Additionally, its cloud communications solution can easily integrate into your enterprise stack, helpdesk or CRM software so you can unify insights and create a single source of truth.

These are Exotel's top products:

• Omnichannel Contact Centre Software: Efficiently and intelligently route & manage calls even in high-volume periods, maintain customer context across communication channels, automate routine responses, and measure call performance across inbound or outbound calls.

• Lead Assist: Mask contact details of drivers or delivery agents and customers when they interact. Cut expenses by managing call volume with a large pool of virtual numbers without having to rent even one.

• Business SMS & Authentication: Reduce latency with industry-leading delivery rates at competitive prices. With just a few clicks, schedule business SMS updates to your leads and customers globally. Also, move beyond two-factor authentication modes and switch to nOTP – a zero-touch, and fully secure authentication mode, patented by Exotel.

• Conversational AI: Fill conversational gaps where traditional or even new-age channels cannot fill. Get multi-pronged benefits with chatbot and live chat capabilities: reduce response turnaround time, automate less-complex queries, have smooth bot-agent handoffs and offer AI insights for personalised engagement.

• Field Workforce Management Solution: Handle and streamline field operations from anywhere with an easy, yet powerful communication solution. Generate actionable insights to improve performance over time.

• VoIP Phone System: Make calls directly over the internet using all standard protocols that come with Exotel's platform. Also, comply with regional regulations on VoIP and further manage your communication expenses.


Images

Exotel Software - Exotel, one of South Asia's largest cloud telephony and cloud communications provider. Call management, VoIP
Exotel Software - Click to call, cloud telephony, call insights
Exotel Software - cloud telephony for SMEs, cloud telephony for small business. cloud communication for small business, progressive dialer, predictive dialer, Enterprise dialers , enterprise softphone
Exotel Software - Missed call tracking, multi-level IVR, call management
Exotel Software - single source of truth for customers. CRM integration, Helpdesk integration, improve agent productivity
Exotel Software - cloud telephony dashboard, cloud communications dashboard, telephony system UI, drag-and-drop cloud telephony UI
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Exotel video
Exotel Software - Exotel, one of South Asia's largest cloud telephony and cloud communications provider. Call management, VoIP
Exotel Software - Click to call, cloud telephony, call insights
Exotel Software - cloud telephony for SMEs, cloud telephony for small business. cloud communication for small business, progressive dialer, predictive dialer, Enterprise dialers , enterprise softphone
Exotel Software - Missed call tracking, multi-level IVR, call management
Exotel Software - single source of truth for customers. CRM integration, Helpdesk integration, improve agent productivity
Exotel Software - cloud telephony dashboard, cloud communications dashboard, telephony system UI, drag-and-drop cloud telephony UI

Not sure about Exotel? Compare with a popular alternative

Exotel

4.3 (69)
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Starting Price

US$200.00
one-time
US$59.99
year

Pricing Options

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Free trial
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Features

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Integrations

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No integrations found

Ease of Use

4.3 (69)
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Value for Money

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Customer Service

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Reviews

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

Already have Exotel?

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

Showing 5 reviews of 69
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.
Showing 5 reviews of 69 Read all reviews

Exotel FAQs

Below are some frequently asked questions for Exotel.

Exotel offers the following pricing plans:

  • Starting from: US$200.00/one-time
  • Free Trial: Available

A. Plan 1 - Micro :: INR 5,555 for 3 Months B. Plan 2 - Dabbler:: INR 9,999 for 6 Months C. Plan 3 - Believer:: INR 19,999 for 12 Months D. Plan 4 - Influencer:: INR 49,499 for 12 Months D. Plan 5 - Custom Solution for Enterprises, write to us on https://exotel.com/contact-us-enterprise/ For further details on pricing, visit - https://exotel.com/pricing/

Exotel has the following typical customers:

51–200, 201–500, 501–1,000, 1,001–5,000

Exotel supports the following languages:

English, Hindi

Exotel supports the following devices:

Exotel integrates with the following applications:

CleverTap, Freshdesk, HubSpot CRM, Kapture CX, LeadSquared, MoEngage, Salesforce Platform, Shopify, Zendesk Suite

Exotel offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Exotel.