Exotel Overview

Exotel enhances enterprise communication through its AI-driven solutions, focusing on improving customer interactions across various sectors like sales, support, and service delivery. By integrating intelligent conversation quality analysis and advanced voice and messaging APIs, Exotel helps businesses transform their contact centers. This results in improved customer experience management and engagement. Exotel's solutions are known for facilitating unified customer experiences, making them ideal for enterprises seeking mission-critical connectivity. The platform's ability to integrate out-of-the-box APIs supports diverse business needs, from debt collection to marketing.

Use Cases

Customers recommend Call Recording, Helpdesk Management, Communication Management, as the business use cases that they have been most satisfied with while using Exotel.

Other use cases:

  • Engagement Management
  • Call Analytics
  • Coaching
  • Contact List Management
  • Customer Feedback Management
  • Training & Onboarding
  • Products & Pricelist Management
See all use cases See less use cases

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Exotel.

Other priorities:

  • Increase Sales & Revenue
  • Improve Internal Communications
  • Scale Best Practices
  • Improve ROI
  • Improve Brand Engagement
  • Build Brand Awareness
  • Improve Digital And Social Presence
  • Grow Market Share
  • Improve Efficiency
See all business priorities See less business priorities

Exotel Use-Cases and Business Priorities: Customer Satisfaction Data

Exotel works with different mediums / channels such as Phone Calls.

Exotel's features include Recording, Personalization, Dashboard, etc. and Exotel support capabilities include Phone Support, 24/7 Support, Email Support, etc. also Exotel analytics capabilities include Analytics, and Custom Reports.

Reviews

"We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable." - Shashank ND

Exotel, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Exotel enables intelligent customer conversations globally through voice, messaging, and video. Conversations can be crafted at scale with ease.

Popular Business Setting

for Exotel

Top Industries

  • Financial Services
  • Food & Beverages
  • Health, Wellness and Fitness

Popular in

  • Small Business
  • Mid Market
  • Enterprise

Exotel is popular in Financial Services, Food & Beverages, and Health, Wellness And Fitness and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on Exotel Use Cases

What Are the key features of Exotel for Call Recording?

What benefits does Exotel offer for Helpdesk Management?

What solutions does Exotel provide for Communication Management?

How does Exotel facilitate Engagement Management?

51 buyers and buying teams have used Cuspera to assess how well Exotel solved their Contact Center Software needs. Cuspera uses 1848 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
Exotel testimonial

Shashank ND

Co-Founder & CEO, Practo

Practo
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable. Testimonial By Shashank ND
Exotel testimonial

Praveen Kumar

Assistant Vice President, Quikr Services

Quikr Services
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product. Testimonial By Praveen Kumar
Exotel testimonial

Kumar Vinod

Senior Manager - Operations

redBus.in
We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system. Testimonial By Kumar Vinod
CUSTOMERS TESTIMONIALS
Exotel testimonial

Shashank ND

Co-Founder & CEO, Practo

Practo
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable. Testimonial By Shashank ND
Exotel testimonial

Praveen Kumar

Assistant Vice President, Quikr Services

Quikr Services
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product. Testimonial By Praveen Kumar
Exotel testimonial

Kumar Vinod

Senior Manager - Operations

redBus.in
We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system. Testimonial By Kumar Vinod

Case Studies

CASE STUDY INAYA Facilities Management Services

Ameyo helped INAYA Facilities Management Services upgrade their customer communications with a cloud contact center. INAYA faced problems with call routing, data management, and scaling their service.... Ameyo delivered custom IVR, integrated CRM, and real-time analytics. The solution improved call handling, tracking, and operational efficiency. INAYA now monitors performance in real time and delivers better customer service.

Read more →
Banking

CASE STUDY Jordan Ahli Bank

Exotel helped Jordan Ahli Bank improve customer experience with a Customer Interaction Management platform. The bank faced challenges with technology limitations, decision-making, integration, and co...mpliance. Exotel provided a unified communication system, advanced IVR for self-service, and intelligent outbound campaign management. The bank saw a 27% improvement in service level agreements and a 13% boost in employee productivity. Outbound campaign management became easier and compliance with PCIDSS was achieved.

Read more →
Banking

CASE STUDY Bank of Makati

Ameyo helped Bank of Makati automate collections and telemarketing. The bank faced problems with manual calls and fragmented communication across 17 branches and 23 loan centers. Ameyo provided a uni...fied voice platform and intelligent dialing, automating payment reminders and follow-ups. The solution centralized operations, improved agent productivity, and boosted collection efficiency. The bank now has better performance tracking and consistent customer communication.

Read more →
Banking

CASE STUDY Gulf African Bank

Exotel helped Gulf African Bank improve customer service with a digital experience platform. The bank used intelligent IVR and ACD systems to route calls faster. They added Voice Logger technology fo...r better call recording and training. Advanced analytics gave the bank more insight into customer needs. These changes made service faster and more personal for customers.

Read more →
Utilities

CASE STUDY Frontier Utilities

Ameyo helped Frontier Utilities improve customer service with a Customer Interaction Management platform. Frontier Utilities faced high customer attrition and rising operational costs. The solution i...ncluded a centralized CRM, advanced IVR automation, and smart telesales campaign management. Turnaround time dropped by 50%. Operational costs fell by 30%. Outreach program productivity improved by 25%.

Read more →
Retail

CASE STUDY Myntra

Ameyo unified communications helped Myntra handle rapid growth in customer interactions. Myntra faced rising call volumes, technical integration issues, and inconsistent service. Ameyo deployed a cen...tralized platform that integrated business apps and enabled omnichannel support. The solution included adaptive automation and an intelligent IVR system. Myntra now delivers 24x7 customer support and improved business productivity.

Read more →

Video

Welcome to Exotel GenAI Powered VoiceBot

Video Thumbnail

Frequently Asked Questions(FAQ)

for Exotel

What is Exotel?

Exotel is a cloud telephony system with in-built security and reliability for enabling business communication from remote, without the need for additional infrastructure. It enables business continuity for remote teams, field workers and home based sales and support teams. The software can be used in industries such as Healthcare, Education, Ecommerce, Logistics and more.

Exotel is scalable and can be used as a Cloud based contact or call centre solution. Its phone number masking feature can be used where customer privacy is required to be maintained, and the COD (Confirm on Delivery) feature that finds use in the eCommerce industry. The software also includes a patented Lead management feature that connects the buyer and seller through cloud telephony enabling tracking and tracing through the Exotel platform .

Other features included are Multi-level IVR that enables greeting and routing the caller to the appropriate teams, Real-time Notifications with facility for setting up preferences, Unlimited channels on all plans, Call Recording that includes dual channel recording enabling training evaluations and dispute resolutions and more.

What is Exotel used for?

Exotel is a Contact Center Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Call Recording, Helpdesk Management and Communication Management .

What are the top features of Exotel?

Recording, Personalization and Dashboard are some of the top features of Exotel.

Who uses Exotel?

Exotel is used by Financial Services, Food & Beverages and Health, Wellness And Fitness among other industries.

What are Exotel alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for Exotel.

Where is Exotel located?

Exotel is headquartered at #22, Exotel Techcom, Near RMZ Millenia, Kensington Road, Ulsoor, Bengaluru, Karnataka, India – 560008.
lightning

Peers used Exotel for call recording and helpdesk management

Exotel Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.55/5 ★

Read Reviews (8)
Analytics

4.83/5 ★

Read Reviews (54)
Custom Reports

4.66/5 ★

Read Reviews (169)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.55/5 ★

Read Reviews (8)
Analytics

4.83/5 ★

Read Reviews (54)
Custom Reports

4.66/5 ★

Read Reviews (169)

Software Failure Risk Guidance

?

for Exotel

Overall Risk Meter

Low Medium High

Top Failure Risks for Exotel

Exotel Techcom Pvt. Ltd News

Customer

Exotel Omnichannel Solutions Power Shiprockets Customer Engagement India-wide

Exotel's AI-powered omnichannel solutions have significantly enhanced Shiprocket's customer engagement, improving call response rates by 35% and SMS delivery rates to 95% across 19,100 PIN codes. The partnership, spanning seven years, has also seen a 60% customer response rate through WhatsApp communication, positioning Shiprocket as a trusted e-commerce partner for MSMEs.

Read more →
Product

Exotels MCP Server: Powering Agentic AI for Real Conversations

Exotel has introduced its Model Context Protocol (MCP) Server, enhancing AI capabilities by enabling large language models like GPT and Claude to execute actions such as making calls and sending messages. This server integrates seamlessly with Exotel's voice and messaging stack, transforming AI from passive responders to proactive agents across industries like banking, e-commerce, and healthcare, thereby improving customer engagement and operational efficiency.

Read more →
Partnership

Exotel and Shiprocket Strengthen Customer Communication Partnership - SME Street

Exotel and Shiprocket have strengthened their strategic partnership, enhancing Shiprocket's customer communication through Exotel's SMS, IVR, and WhatsApp solutions. This collaboration has improved Shiprocket's call response and SMS delivery rates, bolstering customer engagement and satisfaction. The partnership supports Shiprocket's extensive merchant network by providing reliable, multichannel communication, crucial for e-commerce businesses.

Read more →
Customer

Exotel Omnichannel Solutions Power Shiprocket's Customer Engagement ...

Exotel's omnichannel solutions have significantly enhanced Shiprocket's customer engagement across India. The partnership, spanning seven years, has improved call response rates by 35% and increased SMS delivery efficiency to 95%. The integration of WhatsApp has achieved a 60% customer response rate, optimizing Shiprocket's communication strategy and strengthening its position as a preferred partner for e-commerce businesses.

Read more →

Exotel Techcom Pvt. Ltd Profile

Company Name

Exotel Techcom Pvt. Ltd

Company Website

https://exotel.com

HQ Location

#22, Exotel Techcom, Near RMZ Millenia, Kensington Road, Ulsoor, Bengaluru, Karnataka, India – 560008

Employees

251-500

Social

Facebook Linkedin Twitter

Financials

SERIES D