Exotel

Score6 out of 10

13 Reviews and Ratings

Community insights

TrustRadius Insights for Exotel are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy to use app: Users have consistently found the Exotel app easy to use, with a user-friendly dashboard. Several reviewers praised its intuitive interface and straightforward navigation.

Responsive customer support: The prompt and helpful customer support provided by Exotel has been highly praised by users. Many reviewers have expressed their satisfaction with the quick response times and effective assistance received from the support team.

Flexible pricing plans: Exotel offers flexible pricing plans that allow users to choose a plan that suits their specific needs. This feature has been appreciated by multiple customers who value the ability to tailor their subscription based on their requirements.

Reviews

3 Reviews

Exotel - Works well as Sales outreach calling solutions

Rating: 6 out of 10

Incentivized

January 27, 2025

Use Cases and Deployment Scope

Our organization leverages Exotel as its primary communication platform for both inbound and outbound calls. Key use cases include customer support, handling inquiries and resolving issues, and sales outreach, including lead generation and follow-up.

Exotel integrates with our Freshdesk CRM, enabling seamless ticket management and providing valuable insights into customer interactions.

While agent mobility enhances flexibility, potential network issues pose a concern.

We primarily utilize Exotel for outbound calling, while the inbound IVR flow presents some limitations.

Despite these challenges, Exotel plays a crucial role in improving customer service efficiency and supporting sales growth.

Pros

Outbound calling for Sales/Support
Call routing to Agent Mobiles
Inbuild Inbound flow designer

Cons

Better Inbound IVR flow designer
Better and Faster Customer Support
Better Support for APIs

Likelihood to Recommend

If the use case for colleague is mostly outbound with less followups or random cold calling, then Exotel would work pretty well but if the purpose is for a complete call center solutions, In my opinion, Exotel lacks in many things. Even proper reporting and dashboards.

Athul Sivadas

Senior Manager - CRM in Customer Service at Bolt.Earth (51-200 employees)

Vetted Review

3 years of experience

View profile

Exotel- The Cloud calling Platform your company need!

Rating: 8 out of 10

Incentivized

June 11, 2021

Use Cases and Deployment Scope

Exotel is basically used by our SDR (Sales Development Representative) and Customer Support Team in my company for making and receiving calls from our prospective buyers or customers looking for support. It basically provides us a common single cloud platform through which we can make calls at reasonable call rates. It also records every call made through the platform which in turn helps us in checking the quality and look after the training needs of our calling team. It also helps our customers and leads by easily and instantaneously connecting with our team to address their concerns.

Pros

Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.

Cons

UI/UX can be Revamped. Their backend platform is very archaic look wise. They can make it more intuitive.
Analytics: Analysis of the calls can be more detailed in nature. The downloadable excel only contains the number of calls made by each call agents. More data points can help in swift decision making.
No Auto call facility: If the call agent is busy on another call then another lead calling with not be receiving any busy tone. This effects the user experience. Auto-call facility should be there.

Likelihood to Recommend

Exotel is well suited for:
- Small and mid-sized Internet based businesses where it is necessary for them to have a very strong customer support team working round the clock and in different shifts.
- Company making large number of calls and sending mass SMS's. They can do that on a single cloud based platform.

Exotel might not be a good fit if:
-it is not a call intensive business that you want to cater to. Though the setup cost is very low but it follows economies of scale i.e. more the number of calls, less will be per call cost.

Tanish Pruthi

Marketing Associate in Customer Service at Mercer-Mettl (501-1000 employees)

Vetted Review

3 years of experience

Best Asia startup service to date

Rating: 10 out of 10

Incentivized

June 3, 2021

Use Cases and Deployment Scope

We used EXotel when we launched our offshore site in India. It addressed having a platform in that region.

Pros

VOIP
Execution
Speed

Cons

Communication
Not for large companies
Volume of texts

Likelihood to Recommend

They are well suited in start up in the Central Asia market, would recommend them for that area. We would also recommend their Voice over internet protocol services for mainland as well. Either the text or VOIP was a good service. The experience overall was great with them. Highly recommended.

Verified User

Director in Corporate (1001-5000 employees)

Vetted Review

2 years of experience

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Exotel- The Cloud calling Platform your company need!

Rating: 8 out of 10

Incentivized

June 11, 2021

Use Cases and Deployment Scope

Pros

Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.

Cons

UI/UX can be Revamped. Their backend platform is very archaic look wise. They can make it more intuitive.
Analytics: Analysis of the calls can be more detailed in nature. The downloadable excel only contains the number of calls made by each call agents. More data points can help in swift decision making.
No Auto call facility: If the call agent is busy on another call then another lead calling with not be receiving any busy tone. This effects the user experience. Auto-call facility should be there.

Likelihood to Recommend

Tanish Pruthi

Marketing Associate in Customer Service at Mercer-Mettl (501-1000 employees)

Vetted Review

3 years of experience